Customer Service Representative

Job Number: J0125-0398

Job Title: Customer Service Representative

Job Type: Continuing Full Time

Department: Facilities Management & Planning

Job Category: Facilities Management and Planning

Number of Positions: 1

Date Posted (dd/mm/yyyy): 14/02/2025

Closing Date (dd/mm/yyyy): 02/03/2025

Salary: 31.13 - 31.13/Hour

Assignment Duration From: 29/01/2025

Employee Group: CUPE 910

Salary Level: CUPE 910 - Customer Service Representative

Hours Per Week: 40

Date Position Available: 03/02/2025

Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations. Named a Top 100 Employer in 2023, 2024 and 2025, and a National Capital Region Top Employer for 10 consecutive years, Carleton University is one of Canada’s most resourceful and productive hubs of learning and research. The university’s smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment.

• Respond to all internal and external requests for service as they relate to the University facilities.
• Problem solve customer complaints and inquiries.
• Assess priority of requests and dispatch appropriate trade/custodian/contractor or connect call to proper source for information.
• Create work orders for maintenance requests on Computerized Maintenance Management System (CMMS), Maximo.
• Receive, distribute and file Hot Work Permits following the Department SOP.
• Create DIN (Do It Now) work orders and assign and print for each trade group.
• Close DIN Work Orders ensuring all labour and material is included, and proper ICB number is assigned.
• Print periodic Preventive Maintenance (PM) work orders and provide to trade groups.
• Promote a positive image of Facilities Management and Planning to all clientele.
• Act as a backup for the Storekeeper in Central Stores and Receiving during absences.
• Receive trouble calls for elevators, pest control and waste removal, contacting appropriate contractors for service.
• As part of the Custodial Quality Assurance Program, capture information required to appropriately respond to issues.
• Other duties as assigned.

• Thorough understanding of computer operating systems and strong knowledge of required computer software programs (MS Outlook, Maximo CMMS, MS Word, and MS Windows).
• Excellent data entry skills including ability to manipulate, calculate, and enter data accurately.
• Basic understanding of structure, design, heating, plumbing, and electrical applications as related to building operations.
• Good knowledge of various trade responsibilities and terminology.
• Strong knowledge of the campus buildings and occupants.
• Able to work independently and effectively as part of a team.
• Able to operate in a fast-paced and stressful environment.
• Excellent interpersonal and organizational skills to deal with customers and staff.
• Able to maintain a service-oriented perspective while dealing with constant interruptions.
• Ability to receive goods which includes lifting heavy to moderate boxes or materials.

• Completion of Grade Twelve or equivalent.

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position.

This position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely.