Customer Service Representative – Facilities Operations – Facilities Operations Support

Job Description

Customer Service Representative I – Business Operations | Washington University in St. Louis

The Tone:
This is a full-time role at Washington University in St. Louis, located in St. Louis, MO. The Enterprise Physical Operations (EPO) department provides integrated operational, infrastructure, planning, and facility services essential to supporting the university’s core mission of excellence in education, research, patient care, and community engagement. EPO is responsible for managing and maintaining a vast portfolio of over 28 million gross square feet across 235+ buildings, including academic, research, clinical, residential, administrative, and support facilities. This Customer Service Representative I role is critical as the first and main point of contact for all customers interacting with the department, directly contributing to the smooth and efficient operation of the university’s physical environment by providing accurate information and support for facility, parking, and access control needs. The role supports EPO’s commitment to collaboration, accountability, and service excellence across the entire university enterprise.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person St. Louis, MO
• Pay: $17.03–$24.61 hourly
• Team: Enterprise Physical Operations (EPO) department
• Mission: To serve as the primary point of contact for customers, efficiently managing work orders, access, and financial transactions to support university facilities and operations.
• Tech Stack: Multiple databases, work order systems, computer systems, telephone systems

What You’ll Actually Do
• Work Order Management: Receive, record, and efficiently distribute both verbal and written work orders for Facilities Engineering, Custodial services, and parking issues, prioritizing them based on urgency and coordinating with other facilities units to ensure timely follow-up and completion of tasks.
• Customer Support & Escalation: Serve as the primary point of contact for all customers, providing professional and accurate tier-one customer service for walk-up, phone, and online inquiries, while maintaining call quality and ensuring the completion and closeout of escalated service issues.
• Access & Parking Services: Administer the issuance of essential university parking permits and U-Passes, and distribute university-issued badges to manage access control for various university facilities.
• Financial Transactions: Handle cash payments, including intake, providing accurate change, preparing receipt vouchers, and performing daily balancing and reconciliation of cash.
• Data & System Operations: Perform data entry within multiple databases and systems supporting the Facilities Management department, updating information such as work order supplies, equipment/inventory, and customer/account charges, while maintaining a strong working knowledge of these systems.

The Must-Haves
• Background: Entry-Level: High school diploma or equivalent high school certification.
• Experience: 1 year of relevant work experience.
• Skills: Customer service, Organizational commitment, Professional integrity, Strive for excellence, Teamwork