Facilities Work Reception Clerk

The Role

Receives maintenance requests (phone, online), and enters/processes in the work order system. Dispatches work orders for scheduling. Provides related customer service to staff and tenants (housing, commercial). Provides administrative support to divisional management.
 

Duties/Responsibilities

• Enters maintenance requests (received by phone, online) to computerized system to create work orders (demand, corrective, environmental, emergency). Triages/determines priority per set criteria, and follows up to clarify information (e.g., account numbers). Dispatches work orders for scheduling, and monitors and closes out same. Coordinates work orders for after-hours events, per set criteria. Runs related reports for management. 
• Verifies and enters timesheet information for maintenance and operations staff to computerized system (e.g., pay coding) for management approval. Reviews and resolves errors with payroll staff.
• Notifies maintenance supervisors/chief building operators regarding emergencies, and dispatches staff/ contractors as directed.
• Processes invoices and p-card transactions. Verifies expenses are coded properly per work orders; identifies discrepancies and follows up. Submits to supervisor for approval. Enters to financial system.
• Maintains/ distributes staff on-call rotation schedule and related documents.
• Maintains filing/tracking systems/data (e.g., staff contact information, qualifications; building/equipment information; lists; fire extinguisher, elevator, WSIB certificates; utilities, electrical; inspections, contractors/vendors), including for regulatory compliance.
• Maintains administrative policies and procedures (e.g., process flows, customer service scripts), per management approval. Provides administrative support (e.g., filing, copying, minutes, agendas) and coordinates meetings (rooms, catering, supplies, equipment) for divisional management. Orders office supplies. Arranges servicing of office equipment. Processes mail.
• Responds to inquiries from staff and tenants regarding work order status.
• Backs up some scheduling and administrative duties of other divisional staff, as required. 
• Performs related duties as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge of office procedures, communication, word processing, and general accounts receivable/payable, acquired through a grade 12 education plus 2 years of related office experience.
• Knowledge of terminology and operations related to a facilities or project management environment.
• Knowledge of and ability to follow corporate policies and procedures and related legislation.
• Organization and attention to detail skills to prioritize work and ensure timely completion; enter and maintain data; and verify and follow up on incomplete information.
• Communication and customer service skills to respond to maintenance requests and elicit information from staff and tenants; exchange information with vendors, contractors, and other staff; and participate as an effective team member.
• Ability to read and understand policies, procedures, work orders, invoices, and purchase orders. Ability to complete and maintain work orders, records, reports, standard letters, and meeting minutes.
• Computer skills with ability to use software such as Microsoft Office and a work order management system. Ability to operate a two-way radio. 
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.