Job Description Summary

Organization's Summary Statement:

Serves as a Program Management Specialist in Facilities Management’s Customer Response Center (CRC), functioning as a primary point of contact for campus customers, Facilities Management staff, and partner units. This position supports continuous, 24-hour operations by receiving, processing, documenting, and routing routine and emergency service requests; coordinating dispatch and emergency response communications; monitoring building, alarm, and life-safety systems; maintaining operational logs and records; and ensuring timely, accurate, and customer-focused service delivery.

The incumbent uses AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations.

Incumbents may support day, evening, overnight, weekend, and holiday operations as assigned.

OTHER:

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

Conditions of Employment:

This position is designated as an essential employee and required to work during campus emergencies, weather events, and other continuity-of-operations situations. Position supports 24-hour, 7-day-a-week operations and may require day, evening, overnight, weekend, holiday, overtime, and shift coverage based on business needs.

Physical Demands:

Work is primarily performed in an office or operations-center environment. The incumbent must be able to work effectively under pressure and respond quickly in emergency situations. The position may require prolonged sitting, frequent use of computers and communications equipment, and extended periods of telephone, radio, and screen-based work. This position is not telework eligible.

Licenses/ Certifications:

The incumbent must possess a valid driver's license, as duties require travel to and from meetings and project sites, both on and off campus. If driving a state vehicle, the incumbent must possess a valid Maryland Class C driver's license (or equivalent) with fewer than six (6) points.

Minimum Qualifications

EDUCATION: Bachelors degree.

EXPERIENCE: Two years experience in administrative staff work.

OTHER:

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information; of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations; of basic analytical and statistical principles and techniques. Skill in the use of office automation software and its application; in operating manual and automated office equipment. Ability to establish and maintain effective working relationships; to present ideas and information clearly and concisely both orally and in writing; to perform mathematical computations; to present statistical material in chart and graph form.

OTHER:

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

CONDITIONS OF EMPLOYMENT:

N/A

Additional Job Details

Preferences:

• Two years of experience with inbound customer service, call center operations, phone sales, face-to-face customer service or a facilities/maintenance environment.

• Experience in customer service, dispatch, call center, operations center, public safety communications, facilities operations, phone sales or similar service environment.
• Experience using computerized work management, dispatch, or incident management systems.
• Experience supporting emergency response, service coordination, or building systems monitoring.
• Experience providing customer service in a high-volume, fast-paced environment.
• Ability to communicate clearly, professionally, and effectively by phone, email, radio, and in person.
• Ability to gather accurate information, ask clarifying questions, and document requests completely.
• Ability to prioritize and coordinate multiple routine and urgent requests simultaneously.
• Ability to remain calm and effective during emergencies and high-pressure situations.
• Ability to use office software, automated work management systems, and communications equipment.
• Ability to maintain records, logs, and incident documentation with a high level of accuracy.
• Ability to work collaboratively with multiple departments and campus stakeholders.
• Ability to interpret and follow established procedures, protocols, and escalation paths.
• Ability to support a customer-service-centered environment with professionalism and tact.
   

Required Application Materials: N/A

 

Best Consideration Date: N/A

 

Posting Close Date: October 9, 2026

 

Open Until Filled: No

 

Visa Requirement: This position does not provide visa sponsorship.

Job Risks

Not Applicable to This Position

Financial Disclosure Required

No

For more information on Financial Disclosure, please visit Maryland's State Ethics Commission website.

Department

VPA-FM-FBO-Customer Response Center

Worker Sub-Type

Staff Regular

Salary Range

$48,138.00 - $57,766.00

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

Employment Eligibility

The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization.  Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

EEO Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University’s Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice

Resources

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