Work Control Dispatcher II

The Opportunity:

Join our dynamic team at Facilities Operations Work Control Center, where you'll play a vital role in delivering exceptional customer service. As a Work Control Dispatcher II, you will respond promptly to requests from customers and staff, including emergency situations, while representing University Operations.

Responsibilities:

• Process, prioritize, validate, and distribute incoming work requests for campus buildings, including residence halls and apartments, via various communication channels.

• Use SOPs to dispatch work to appropriate teams while balancing urgency and routine demands.

• Notify the appropriate party to reconcile work requests by understanding intradepartmental responsibilities responsibilities across the organization.

• Review and ensure accuracy of work orders in the Integrated Work Management System (IWMS), including descriptions, priorities, and supporting documents.

• Receive and report after-hours messages to the appropriate university operations staff to maintain SOP compliance and high customer service standards.

• Monitor critical systems and respond to alarms, identifying outages to minimize operational impact.

• Report discrepancies with SOPs and guidelines to the Work Control Dispatcher III.

• Serve as the University Operations initial advocate during after-hours emergencies, coordinating with essential personnel as needed.

Minimum Qualifications:

High School Diploma or equivalent and 2+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6). 

Preferred Qualifications:

• 3 years of experience in customer service, demonstrating strong interpersonal and communication skills.

• Experience in high-volume operation or facilities management within large, complex organizations, coupled with familiarity with relevant guidelines, regulations, and practices in a service-oriented environment.

• Proven ability to effectively manage and resolve conflicts while maintaining a positive customer experience.

• Capable of analyzing customer feedback and implementing improvements to enhance service quality.

• Experience making decisions and functioning effectively in a dynamic environment.

• Effective analytical and problem-solving ability with the capacity to apply critical thinking skills and work independently.

• Familiarity with Microsoft Outlook, Word, PowerPoint, and Integrated Work Management System, with a focus on accurate work order updates and proficiency in utilizing electronic communication tools and software for efficient service delivery.

• Excellent communication skills in conversational English for effective interaction with customers and team members, along with proficiency in using electronic equipment.

• Well versed in customer service techniques and willing to provide training or mentoring to other team members.

• Proficient in preparing reports, inspections, and documentation while maintaining confidentiality and handling sensitive matters appropriately.

• Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.

• Knowledge of safety regulations and procedures relevant to facilities operations.

Health Assessment Required:  

The UCF policy requires completion and passing of a physical exam for this position.

Special Instructions to the Applicants:

The anticipated salary range for this position is $17.64 to $19.62. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

This position is eligible for a 10% Shift Differential Pay of the pay range minimum. 

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you’ll play an integral role at one of the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you’ll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you’ll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks! UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program 

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options 

• Employee discounts, including tickets to many Orlando attractions 

• Education assistance 

• And more…For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.