Specialist 1, FMO Customer Support Agent

JOB SUMMARY

This position is part of the FMO Administrative Services team that supports Facilities, Maintenance & Operations (FMO) as essential personnel. The Call Center and Data Support agents work in a contact center environment performing call center operations as the initial point-of-contact for all schools and auxiliary facilities’ maintenance concerns. The department provides a range of specialized support services that consist of maintenance service requests, work order confirmations, payroll processing, purchase requisitions, and special project data entry. Coordinates with other departments, vendors, schools, and community stakeholders providing information in response to general inquiries ensuring delivery of excellent customer service.

MAJOR DUTIES & RESPONSIBILITIES

• Receives and evaluates FMO calls and concerns to create maintenance notification service requests according to priority level. Track and document maintenance work order requests. 
• Conducts and provides in-office and remote support for emergency response communication during business hours and after hours for inclement weather and unforeseen emergent events.
• Assists leadership team with follow-up and settlement of customer inquiries/concerns.  
• Process payroll for FMO departments and assists with all payroll-related concerns.
• Creates purchase requisitions/ shopping carts for FMO including emergency requests and all monthly and miscellaneous orders for Custodial Operations.

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

• Allocate ProCard transactions for FMO cardholders.
• Generates various production reports for FMO upon request such as Open Work Order Report, ProCard Report, Absence History Report, Time Master Report, etc. 
• Conducts electronic file retention of various departmental documentation.
• Participates in department specific and district-appointed special projects and consistently provides status updates on completion of assigned tasks.
• Provides rotation clerical support to FMO departments.  
• Performs other job-related duties as assigned.

EDUCATION

High School Diploma or GED

WORK EXPERIENCE

1 to 3 years

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

SAP, Time Clock Plus, Microsoft Office, CISCO Finesse, Office equipment (computer, copier, etc.), SharePoint  

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. May provide occasional work guidance, technical advice, and training to staff.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on routine matters affecting few individuals and usually within the confines of the job's own department. Specific job activities and results are typically reviewed closely. There are limited requirements for developing new ideas or changes in methods, procedures, or services.

IMPACT OF DECISIONS

Follows rules and procedures. Decisions can have major impact to HISD operations. 

COMMUNICATION/INTERACTIONS

Information sharing - gives and receives information such as options, technical direction, instructions, and reporting results. Interactions are mostly with customers, direct supervisors, colleagues within Call Center and Data Support department, and other district-wide personnel.

CUSTOMER RELATIONSHIPS

Takes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, requests for information, and coordinates appropriate follow-up. 
May handle escalated issues. 

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.
Ability to carry and/or lift less than 15 pounds.