CrawlJobs Logo
University of Rochester Logo University of Rochester · Customer Service

Operations Support Representative II

United States of America, Rochester 18.65 - 26.11 USD / Hour · Job Posted February 20, 2026
Apply Position
Job Link Share

Job Description

Provides vital dispatch and communication support for the entire University and its affiliates. Responds to and manages high-volume inbound inquiries via phone, email, web, and electronic interfaces. Troubleshoots and provides resolutions to issues with critical and non-critical inquiries regarding equipment and operating systems; creates and dispatches work orders; monitors multiple, distinct building automated alarm systems; provides communication, dispatches, provides basic technical support, and creates National Incident Management System (NIMS) based documentation for all University emergencies.

Job Responsibility

  • Responds to service calls and requests by answering telephone, e-mail, and web-based, including social media, service call requests from members of the University community and non-University community
  • Troubleshoots response to the nature of the request, with special attention to critical situations
  • Determines appropriate responses based on the nature of the request, with special attention to critical and urgent situations
  • Creates and dispatches work orders to appropriate personnel and departments depending on the level and severity of the request
  • Determines which service calls should be elevated to emergency status
  • Determines if work request is billable
  • Obtains and verifies Workday/FRS accounts to ensure accurate billing of services
  • Continuously monitors and responds to building automation system alarms, which may indicate a broad range of alerts, including life safety, criticalities, field panel failures, refrigeration, plumbing, and HVAC issues, electrical systems and generators problems, and alerts for changes affecting building controls and research projects. Troubleshoots and rapidly responds to alarms
  • Analyzes multiple alarms and compares to shutdown notices or control center shutdowns, which provides notification of mechanics working in area
  • Obtains authorization to contact (call-in) internal Facilities staff or other University personnel accordingly
  • Prepares emergency documentation based on the comprehensive national approach of the National Incident Management System (NIMS). Follows emergency protocols accordingly
  • Contacts the appropriate supervisor and/or manager on-call, as well as senior leadership, notifying them of the emergency, and responding based on their directive
  • Contacts external vendors, external utilities, and respective University stakeholders. Determines response level based on the severity of the emergency
  • Enacts the University Emergency Operations Center (EOC) as specifically directed by only the EOC Commander, assists with communication and dispatch during the heightened emergency, and closes the EOC as directed by the EOC Commander
  • Documents step-by-step actions during all emergencies on the electronic emergency log form
  • Dispatches and provides updates as necessary throughout the emergency
  • Submits emergency log and summary to stakeholders within one hour once the emergency has been cleared by Public Safety or Facilities leadership, respectively
  • Passes the annual emergency scenario practical testing
  • Participates in the required on-call rotation
  • Rotation duration is one consecutive week
  • Maintains, promotes, and supports a safe and positive working environment
  • Assists with training and shadowing of newly hired Operation Support Specialist staff and assists with preparing new staff for the end-of-training exam
  • Manages CSC Control Center, the comprehensive management program, which houses critical facilities information, including absences, shutdowns, staff work location, weekend and holiday hours, after hours, on-call, off-site, elevator, fire panel, vehicles list, critical phone numbers, and waste/recycling
  • Updates on-call personnel and contact information
  • Monitors the National Oceanic and Atmospheric Administration Weather (NOAA) system per EHS requirements and monitors the Public Safety two-way radio
  • Responds to after-hours parking customer phone inquiries, after-hours SMH Environmental Services work orders, and phone support for various departments as needed
  • Assists with the resolution of facilities operational problems within defined schedules and service level agreements

Requirements

  • High School diploma or equivalent and 2 years of related work experience, including one year in the Facilities Customer Service Department required
  • Or equivalent combination of education and experience
  • Customer Service, Control Center, and Emergency response experience required
  • Skills with typing/keyboarding required
  • Familiarity with Microsoft Office, and the ability to utilize multi-line telephones and other office equipment, including copiers, scanners, and printers required
  • Ability to articulate professionally required
  • Proven ability to react to stressful situations in a calm and professional manner required
  • National Incident Management System (NIMS) certification within 1 year required
University of Rochester - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Operations Support Representative II

8 matching positions

Operations Support Representative II

Provides vital dispatch and communication support for the entire University and ...
Location
Location
United States of America , Rochester
Salary
Salary:
18.65 - 26.11 USD / Hour
urmc.rochester.edu Logo
University of Rochester
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School diploma or equivalent and 2 years of related work experience, including one year in the Facilities Customer Service Department required
  • Or equivalent combination of education and experience
  • Customer Service, Control Center, and Emergency response experience required
  • Skills with typing/keyboarding required
  • Familiarity with Microsoft Office, and the ability to utilize multi-line telephones and other office equipment, including copiers, scanners, and printers required
  • Ability to articulate professionally required
  • Proven ability to react to stressful situations in a calm and professional manner required
  • National Incident Management System (NIMS) certification within 1 year required
Job Responsibility
Job Responsibility
  • Responds to service calls and requests by answering telephone, e-mail, and web-based, including social media, service call requests
  • Troubleshoots response to the nature of the request, with special attention to critical situations
  • Determines appropriate responses based on the nature of the request
  • Creates and dispatches work orders to appropriate personnel and departments
  • Determines which service calls should be elevated to emergency status
  • Determines if work request is billable
  • Obtains and verifies Workday/FRS accounts to ensure accurate billing of services
  • Continuously monitors and responds to building automation system alarms
  • Analyzes multiple alarms and compares to shutdown notices or control center shutdowns
  • Obtains authorization to contact (call-in) internal Facilities staff or other University personnel accordingly
  • Parttime
Read More
Arrow Right

Activity Security Representative II

The Air Force (AF) Special Access Program (SAP) Security Support Services (SSS) ...
Location
Location
United States , Hampton
Salary
Salary:
Not provided
gTANGIBLE Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3-5 years of related experience
  • Bachelor's degree (Desired) Bachelor's degree counts as four years of experience, Associate's degree in related area counts as two years of experience
  • Security Fundamentals Professional Certification (SFPC) counts towards 1 years of experience
  • Special Program Security Certification (SPSC) counts towards 1 years of experience
  • Maximum equivalent experience for Security Professional Education Development (SPED) Certifications is no more than 3 years
  • SAP experience required
  • Prior active duty in the U.S. Air Force a plus
Job Responsibility
Job Responsibility
  • Classification reviews of inbound and outbound correspondence
  • Assist in the maintenance of a document accountability database and associated correspondence
  • Processing inbound and outbound classified mail and receipt records
  • Perform destruction of classified materials
  • Process magnetic media for accountability
  • Reproduction support for classified materials
  • Maintain various daily logs for a variety of administrative functions associated with document control
  • Assist in the processing of inbound data and outbound data transfer files
  • Transfer electronic data files to internal customers
  • Maintain an extensive customer database point of contact listing
  • Fulltime
Read More
Arrow Right

Activity Security Representative II

Location
Location
United States of America , Washington, DC
Salary
Salary:
Not provided
gTANGIBLE Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3-5 years of related experience
  • Bachelor's degree (Desired) Bachelor's degree counts as four years of experience, Associate's degree in related area counts as two years of experience
  • Security Fundamentals Professional Certification (SFPC) counts towards 1 years of experience
  • Special Program Security Certification (SPSC) counts towards 1 years of experience
  • Maximum equivalent experience for Security Professional Education Development (SPED) Certifications is no more than 3 years
  • SAP experience required
  • Prior active duty in the U.S. Air Force a plus
Job Responsibility
Job Responsibility
  • Classification reviews of inbound and outbound correspondence
  • Assist in the maintenance of a document accountability database and associated correspondence
  • Processing inbound and outbound classified mail and receipt records
  • Perform destruction of classified materials
  • Process magnetic media for accountability
  • Reproduction support for classified materials
  • Maintain various daily logs for a variety of administrative functions associated with document control
  • Assist in the processing of inbound data and outbound data transfer files
  • Transfer electronic data files to internal customers
  • Maintain an extensive customer database point of contact listing
  • Fulltime
Read More
Arrow Right

Customer Service Representative II

We are looking for a detail-oriented Customer Service Representative II to suppo...
Location
Location
United States , Baltimore
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High school diploma or equivalent required
  • At least one year of experience in office support, administrative processing, or a similar records-based environment
  • Ability to perform accurate data entry and maintain organized documentation in a fast-paced setting
  • Strong attention to detail with the ability to verify information across multiple forms and reports
  • Customer service skills with the ability to assist individuals professionally and address routine questions or issues
  • Comfortable inspecting vehicles and handling documentation related to keys, valuables, and impounded property
  • Ability to identify discrepancies, support problem resolution, and escalate concerns when necessary
Job Responsibility
Job Responsibility
  • Process incoming vehicle documentation by reviewing, validating, and marking intake records for units received at the impound facility
  • Examine police reports and related paperwork to confirm vehicle details, determine the cause of impoundment, and note key location information for tracking purposes
  • Inspect vehicles to verify identifying information such as VIN, tag number, make, model, color, year, and mileage, and compare findings against supporting records
  • Document vehicle condition by taking photographs, with close attention to any visible damage present at the time of receipt
  • Receive and secure vehicle keys, complete key control documentation, and maintain accurate tracking of stored keys
  • Remove visible valuables when required, record all personal property, and transfer items to a designated secure storage area using proper chain-of-custody procedures
  • Complete inventory and control forms by recording billing details, tow information, storage location, and associated property references, then obtain required signatures for accuracy
  • Enter vehicle and property information into the database, upload supporting images, and assemble complete case files for supervisor review
  • Label vehicles with tracking identifiers, impound dates, and property references, and maintain a daily log of all vehicles processed
  • Communicate potential security concerns, including signs of tampering or unsecured custom equipment, to appropriate personnel and assist with related operational tasks as needed
What we offer
What we offer
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
  • Fulltime
Read More
Arrow Right

Manager Station Operations II

The Manager Station Operations II is responsible for executing the strategy of t...
Location
Location
United States , Missoula
Salary
Salary:
73750.00 - 110650.00 USD / Year
alaskaair.com Logo
Alaska Air Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5 years of customer service or station operations experience
  • 2 years of leadership experience
  • Bachelor’s degree or an additional two years of relevant training/experience in lieu of this degree
  • Strong interpersonal and communication (e.g., verbal, written, presentation) skills, with the ability to provide insights, recommendations and create collaborative relationships to solve complex challenges that drive outcomes in the best interest of the company
  • Excellent problem-solving skills with the ability to understand the root cause of issues and how to resolve them in a thorough manner
  • Detail oriented and highly organized with the ability to execute on multiple projects, priorities, and deadlines in a fast-paced environment where flexibility is key
  • Professional work ethic and demonstrated ability to work with all work groups while addressing people courageously, directly, and candidly
  • Proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook)
  • High school diploma or equivalent
  • Minimum age of 18
Job Responsibility
Job Responsibility
  • Lead station team with established operational objectives and priorities
  • Execute strategy to keep the station properly staffed and compliant which includes reviewing and maintaining the budget, planning station staffing (short term and long term), recruiting, hiring, providing input on employee scheduling, oversight on training and recurrent qualifications, monitoring internal assets and controls, and reviewing and performing audits
  • Make decisions to ensure our operation and processes are compliant with federal, state, airport authorities and our company policies
  • Provide input on the strategy for supporting station training, aircraft gating, facility, supply and equipment needs, meeting financial objectives and maintaining key relationships with the Port, Alaska Airlines, and other business partners
  • Shape the culture of the team through action, presence, and reinforcement of behaviors
  • Influence positive employee relations through engagement and by ensuring thorough and fair processes are used when handling employee concerns
  • Develop people through effective performance management by focusing on opportunities, continuous feedback and delegation
  • Cultivate and promote Alaska Air Group’s Shared Values with the station team and provide excellent customer service and partnership to other internal and external work groups
  • Encourage continuous improvement by seeking out feedback and suggestions, monitoring industry best practices, and developing and implementing process improvement tools and techniques
  • Represent Horizon at airport and community events with professionalism, integrity, ingenuity and caring
What we offer
What we offer
  • Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
  • Comprehensive well-being programs including medical, dental and vision benefits
  • Generous 401k match program
  • Annual bonus plans
  • Generous holiday and paid time off
  • Fulltime
Read More
Arrow Right

Activity Security Representative II

The Air Force (AF) Special Access Program (SAP) Security Support Services (SSS) ...
Location
Location
United States , Albuquerque
Salary
Salary:
Not provided
gTANGIBLE Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3-5 years of related experience
  • Bachelor's degree (Desired) Bachelor's degree counts as four years of experience, Associate's degree in related area counts as two years of experience
  • Security Fundamentals Professional Certification (SFPC) counts towards 1 years of experience
  • Special Program Security Certification (SPSC) counts towards 1 years of experience
  • Maximum equivalent experience for Security Professional Education Development (SPED) Certifications is no more than 3 years
  • SAP experience required
  • Prior active duty in the U.S. Air Force a plus
Job Responsibility
Job Responsibility
  • Classification reviews of inbound and outbound correspondence
  • Assist in the maintenance of a document accountability database and associated correspondence
  • Processing inbound and outbound classified mail and receipt records
  • Perform destruction of classified materials
  • Process magnetic media for accountability
  • Reproduction support for classified materials
  • Maintain various daily logs for a variety of administrative functions associated with document control
  • Assist in the processing of inbound data and outbound data transfer files
  • Transfer electronic data files to internal customers
  • Maintain an extensive customer database point of contact listing
  • Fulltime
Read More
Arrow Right

Customer Service Representative II

The Customer Service Representative II (CSR II) provides first level support to ...
Location
Location
United States , Diamond Bar
Salary
Salary:
24.59 - 32.58 USD / Hour
niagarawater.com Logo
Niagara Bottling
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2 Years – Experience in Field or similar manufacturing environment
  • 2 Years – Experience in Position
  • 0 Years – Experience managing people/projects
  • experience may include a combination of work experience and education
  • High School Diploma
Job Responsibility
Job Responsibility
  • Provides first level support to their assigned customer accounts
  • Provides support to internal/external customers by troubleshooting any order and/or delivery issues
  • Coordinates closely with the operations, planning, transportation and sales teams
  • Ownership of customer satisfaction
  • Drives success through identifying opportunities, problem solving and leading solution development efforts
  • Operates as the lead point of contact for all matters concerning the customers
  • Responds to all customer emails/inquiries within 30 minutes and have resolution by EOD or within 24 hours if received after noon
  • Acts as an advocate for the customer
  • Flexible to travel to on site customer meetings, upon request
  • Manage orders to Supply Plan
What we offer
What we offer
  • Paid Time Off for holidays, sick time, and vacation time
  • Paid parental and caregiver leaves
  • Medical, including virtual care options
  • Dental
  • Vision
  • 401(k) with company match
  • Health Savings Account with company match
  • Flexible Spending Accounts
  • Expanded mental wellbeing benefits including free counseling sessions for all team members and household family members
  • Family Building Benefits including enhanced fertility benefits for IVF and fertility preservation plus adoption, surrogacy, and Doula reimbursements
  • Fulltime
Read More
Arrow Right

Activity Security Representative II

The Air Force (AF) Special Access Program (SAP) Security Support Services (SSS) ...
Location
Location
United States , Colorado Springs
Salary
Salary:
105000.00 - 108000.00 USD / Year
gTANGIBLE Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3-5 years of related experience
  • Bachelor's degree (Desired) Bachelor's degree counts as four years of experience, Associate's degree in related area counts as two years of experience
  • Security Fundamentals Professional Certification (SFPC) counts towards 1 years of experience
  • Special Program Security Certification (SPSC) counts towards 1 years of experience
  • Maximum equivalent experience for Security Professional Education Development (SPED) Certifications is no more than 3 years
  • SAP experience required
  • Prior active duty in the U.S. Air Force a plus
Job Responsibility
Job Responsibility
  • Classification reviews of inbound and outbound correspondence
  • Assist in the maintenance of a document accountability database and associated correspondence
  • Processing inbound and outbound classified mail and receipt records
  • Perform destruction of classified materials
  • Process magnetic media for accountability
  • Reproduction support for classified materials
  • Maintain various daily logs for a variety of administrative functions associated with document control
  • Assist in the processing of inbound data and outbound data transfer files
  • Transfer electronic data files to internal customers
  • Maintain an extensive customer database point of contact listing
  • Fulltime
Read More
Arrow Right