Work Control Dispatcher I

Facilities and Business Operations:

Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: https://fs.ucf.edu/ or Facebook and Instagram: UCF Facilities

The Opportunity:

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

Responsibilities:

• Process, initially prioritize, validate, and distribute all incoming work requests for all main and branch campus buildings, including residence halls and apartments. Work requests are received through the Work Control Center (WCC) via the Internet, email, telephone, walk-up window, or handheld radio during shifts, and are input into the IWMS following established Facilities and Business Operations (FBO) Standard Operating Procedures (SOP) and the Work Order Management Process Guide.

• Use SOPs to dispatch work to one or more zones, teams, or groups across the entire FBO Department. Based on the situation, balance the urgency to protect life and property against the routine, but active, demands of an engaged organization.

• Proactively notify the appropriate party to reconcile work requests by understanding intradepartmental responsibilities across the organization. Responsible for understanding the organizational structure for effective communication and collaboration.

• Handle general requests for information (RFI’s). Research relevant histories, logs, and Integrated Work Management System (IWMS) data; summarize information obtained in the form of a verbal report, e-mail, and/or written report/spreadsheet. Place work orders in callback when the customer contests work or when work was not done.

• Monitor the parameters of Chiller plants and associated equipment, as well as critical laboratories, server rooms, and buildings, utilizing computer monitoring software. Respond to all alarms following Standard Operating Procedures, and as necessary, notify the appropriate on-call personnel.

• Serve as the FBO initial advocate during after-hours emergencies in support of the UCF Public Safety Department, Emergency Operations Center, State and Federal authorities, and other University Departments. Execute SOPs during emergencies, maintain situational awareness throughout the event, and alert senior facilities staff as the situation warrants.

• Update IWMS work orders to serve as the primary and permanent history of work dispatched, completed, material, and time billed.

• Receive and report after-hour messages to the appropriate FBO staff, including external RFI, personnel absentee reports, and other intradepartmental requests.

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. Click here for more information

Preferred Qualifications:

• 1+ year of customer service experience, demonstrating strong interpersonal, verbal, and written communication skills.

• Prior experience working in a high-volume operations or facilities environment within a large, complex organization, with an understanding of service-oriented best practices.

• Proven customer service orientation, with the ability to communicate professionally and respond courteously to inquiries from both internal and external stakeholders.

• Strong command of conversational English to interact effectively with customers and team members, including the ability to manage and resolve conflicts while maintaining a positive customer experience.

• Demonstrated ability to work independently and collaboratively in a team environment, applying sound analytical and problem-solving skills to manage multiple priorities.

• Experience exercising sound judgment and decision-making with limited supervision in a fast-paced, dynamic setting.

• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.

• Excellent organizational and time management skills, with the ability to prioritize and handle multiple tasks efficiently.

• Familiarity with safety regulations and standard procedures related to facilities operations.

Health Assessment Required:  

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

Special Instructions to the Applicants:

This position is eligible for 5% Shift Differential Pay of the pay range minimum.

The anticipated hourly range for this position is $16.43 to $21.93. The final hourly rate will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Schedule is based on business needs and may include holidays since this area operates 365 days per year.

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 

• Flexible work environment 

• 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.

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Veteran’s Preference:   

Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. Applicants claiming preference are responsible for providing required documentation by the closing date of the position. For more information on Veterans’ Preference, please visit http://hr.ucf.edu/files/VeteransPreference.pdf

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.  

UCF is proud to be a smoke-free campus and an E-Verify employer. 

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.