Customer Service Coordinator

JOB TITLE

Customer Service Coordinator

LOCATION

Worcester

DEPARTMENT NAME

Facilities

DIVISION NAME

Worcester Polytechnic Institute - WPI

JOB DESCRIPTION SUMMARY

The Facilities Customer Service Coordinator serves as the primary customer service liaison between Facilities Operations and the Worcester Polytechnic Institute (WPI) campus community. This position is responsible for coordinating maintenance and repair requests, supporting departmental operations, managing contractor access and scheduling, maintaining operational records, and providing exceptional customer service to faculty, staff, students, and external partners.

The Coordinator collaborates with Facilities leadership, campus departments, contractors, vendors, and university service providers to ensure timely communication, efficient work coordination, and effective resolution of facilities-related issues. This position exercises sound judgment, manages multiple priorities simultaneously, and performs responsibilities with limited supervision.

JOB DESCRIPTION

Customer Service & Work Order Coordination

• Serve as the primary point of contact for Facilities-related inquiries from the campus community.
• Receive, process, prioritize, and monitor service requests and work orders using the Facilities work management system.
• Coordinate maintenance and repair activities with Facilities trades staff, contractors, vendors, and requesting departments.
• Track work order progress, labor, materials, contractor costs, and completion status.
• Respond to and monitor the Facilities departmental email account, ensuring timely responses to customer inquiries.
• Provide training and guidance to campus community members and Facilities staff on submitting and managing work requests.
• Notify Facilities leadership of emergency situations and coordinate appropriate response efforts.

Contractor & Vendor Coordination

• Coordinate contracted maintenance and repair services, including scheduling, access arrangements, and communication with requesting departments.
• Manage contractor access by coordinating:
  • Brass keys
  • Card access credentials
  • Temporary parking permits
• Produce and distribute the daily contractor schedule to Campus Police, Campus Card Access, Residential Services, Facilities Management, Environmental Health & Safety, Sustainability, the Events Office, and the Projects Team.
• Reconcile contractor invoices with completed work orders and verify billing accuracy.
• Maintain contractor access documentation and ensure all issued keys, badges, and permits are properly returned.

• Maintain accountability for Facilities-controlled keys stored within the Customer Service Center.
• Issue, track, and reconcile keys assigned to employees and contractors.
• Maintain accurate electronic and physical inventories of all controlled keys.
• Ensure key records remain current and compliant with university procedures.

• Collaborate with the Associate Director of Mechanical Operations, Facilities Managers, and the Projects Team to schedule maintenance and capital project work during academic breaks, holidays, and summer periods.
• Coordinate elevator repairs by working directly with service contractors, communicating outages to affected campus groups, and maintaining required inspection certificates.
• Coordinate routine preventive maintenance activities with Campus Dining Services, including:
  • Kitchen drain cleaning
  • Grease trap maintenance
  • Vent hood cleaning
  • Equipment shutdowns
  • Major kitchen and dining facility repairs

• Track chargeable Facilities work and process interdepartmental billing through Workday.
• Support Facilities management and trades personnel with procurement of materials, equipment, office supplies, postage, and operational resources.
• Receive and distribute departmental mail and package deliveries.
• Maintain department records, databases, and operational documentation.
• Manage campus electric vehicle (EV) charging accounts and coordinate repair service for EV charging equipment.
• Coordinate campus signage requests with approved vendors and University Marketing.
• Maintain and annually update the campus building contact directory.

• Assist with recruiting and hiring student employees for the Customer Service Center, summer operations, and seasonal snow removal crews.
• Coordinate onboarding, orientation, and training for student employees.
• Assist Facilities management with employment reference checks as requested.

• Foster positive working relationships with faculty, staff, students, contractors, vendors, and external service providers.
• Collaborate with Campus Police, Residential Services, Campus Card Access, Dining Services, Environmental Health & Safety, Sustainability, University Events, and other campus departments to support Facilities operations.
• Maintain effective communication regarding maintenance activities, scheduled outages, emergencies, and project updates.

• Associate's degree or equivalent combination of education and relevant experience.
• Three to five years of experience in customer service, facilities operations, administrative coordination, or office management.
• Strong organizational and time management skills with the ability to prioritize multiple assignments in a fast-paced environment.
• Excellent verbal and written communication skills.
• Demonstrated commitment to outstanding customer service.
• Experience coordinating multiple stakeholders and maintaining confidential information.
• Proficiency with Microsoft Office Suite and enterprise management systems (Workday and computerized maintenance management systems preferred).
• Ability to work independently while exercising sound judgment and initiative.
• Strong attention to detail and accuracy.

Preferred Qualifications

• Experience in facilities management, higher education, property management, or building operations.
• Experience using computerized maintenance management systems (CMMS).
• Knowledge of contractor coordination, access control, or work order management.
• Familiarity with Workday or similar enterprise resource planning (ERP) systems.

Core Competencies

• Customer Focus
• Communication
• Organization and Planning
• Problem Solving
• Collaboration
• Attention to Detail
• Adaptability
• Time Management
• Initiative
• Professionalism
• Confidentiality
• Continuous Improvement

The hourly rate for this position is up to 28.81 per hour, depending on experience, for a full time schedule of 37.5 hours per week.

FLSA STATUS

United States of America (Non-Exempt)

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals from all backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.