Duty Supervisor [ Facility Maintenance Customer Service]

The Duty Supervisor is responsible for the data entry of work orders related to the maintenance needs of the facility. This position will require the independent judgement to plan, prioritize, and organize a diverse workload.

This position requires an active Top Secret clearance. 

Pay Rate: $47.40 per hour

Benefits: This will be a union position. Employees are eligible for fully paid medical, dental, and vision insurances and pension plan.

Shift: Will work on a three month rotating schedule. Duty Supervisors will work on 8 or 12 hour rotating shifts with an accumulated coverage of 24-hour seven (7) days per week to include weekends and all holidays. 

Essential Job Functions:

• Handle incoming calls, and manage outgoing calls, as needed, on multiple phone lines.
  Respond to queries, amend data, and reissue tasks as needed.
• Enter maintenance slip data into a CMMS system.
• Directs, monitors and coordinates all facility-related management and logistical services or other matters pertaining to the Facilities Management and Logistical Division (FLSD) 
• Performs the duties of Call Center Representatives as required to include: data entry, analysis and processing of all facilities and logistical service complaints, service inquiries, work requests, maintenance requests or other matters pertaining to FLSD Facilities. 
• Creates computerized service tickets or work orders in the Tririga System and issue service tickets to the appropriate shop. 
• Assists with managemet of the entire BOC Operations to include, monitoring the service request process, ensuring that service tickets are completed within a predetermined time, they're free of errors, and follow up calls are made on all priority (one) 1 service tickets. 
• Prepares a variety of reports and maintains an incident log. 
• Manages the parking operations to include; responding to requests via email, over the phone, fax or in person, creating and issuing temporary and permanent permits and creating minor reports pertaining to site parking. 
• Monitors weather conditions and external factors such as road closings and demonstrations to determine a potential impact on facility operations. Develops action plans to mitigate effects on the facility in the event that an incident or event occurs. 
• Serves as the facility subject matter expert to the client's Incident Commander in the event of an emergency requiring the activation of the Incident Command Organization. 
• Implements the facility emergency response plan in the event of a facility emergency, and establishes an Incident Command.
• Serves as the incident commander should an emergency occur and responds to incidents and emergencies by following the procedures in the Emergency Procedure Handbook (EPH.) 
• Conduct parking permit inspections in the garage areas as directed 
• Walk through parking garage and administer tickets to incorrectly parked vehicles
• Answer emails and work order requests.
• Support batching and dispatching of work orders to facility personnel.
• Review and audit work orders for completion and quality prior to entering the system.
• Ensure that accurate and quality data is entered into the system, including verification if required.
• Other duties as assigned.
   

Required Skills, Experience, and Education:

• Experience with CMMS (Computerized Maintenance Management Software) would be a plus
  Minimum high school diploma or equivalent
• Experience in call center operations
• Minimum 4-years of solid administrative or customer service experience
• Good customer service skills 
• Strong oral, communication, and interpersonal skills and possess computer skills with proficiency in Microsoft Outlook 
• Active Top Secret Clearance
• Proficient in MS Office tools
• Experience in data entry
• Excellent communication skills, both written and verbal
• High level of attention to detail
• Proven ability to work under pressure and deal with challenging situations
• Ability to make decisions, take ownership, and use own initiative to resolve problems
   

 Working Environment and Physical Requirements:

Work take place in an office setting. Position will require frequent use of computers, multi-line phone systems, email applications, printers, fax machines, etc. Must be able to sit for long periods of time Ability to lift up to 10 lbs. Ability to use arms, hands, and fingers to type. Must be able to walk and stand for extended periods of time

Action Facilities Management, INC (AFM) - is a Woman-Owned Small Business (WOSB) and a Minority Business Enterprise (MBE) established in 2001 that provides services to government and commercial clients in 11 states and the District of Columbia. AFM's core competencies are in
Integrated Facilities Management such as Operations and Maintenance; Janitorial Services; Security Services; Emergency Management; and Administrative Support.
 

Salary : $47