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Customer Care Representative, Facilities Management

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Job ID: 13787

Updated: October 12, 2017

Location: Main Campus

Position Overview

The Department of Facilities Management (Operations and Maintenance) is currently seeking a Full-time Customer Care Representative.

Facilities Management (Operations and Maintenance) is responsible for providing an extensive list of services to the campus community; service level expectations are outlined in the Service Level Agreement between Facilities and our university customers.. Facilities Management (Operations and Maintenance) is also responsible for the Office of Sustainability. We provide design and construction services through third party companies for all new and renovated facilities, as well as their related ongoing operations and maintenance.  Together with our colleagues in Campus Planning, FM works with the various faculties and institutes to understand their needs, and then address how these needs are met through new and improved facilities. FM operates and maintains our buildings and infrastructure while coordinating all utility and real estate needs of 8.5 million square feet of occupied space. Through the Office of Sustainability, FM develop policies and programs that inform and guide students, faculty and administration toward a more responsible approach to our environment.

The Call Centre is part of the Operations and Maintenance Group in order to provide front-line customer service to the Campus Community.  The Customer Care Representative will manage information to enhance delivery of services, assist with the work request process as well as perform various other administrative tasks to assist with service delivery and customer services.

Customers include staff, faculty and students on campus, labour and material suppliers, consultants and others external as well as Facilities Management Department. The Facilities Management & Development Call Centre is the primary conduit through which requests for all Facilities Management (Operations and Maintenance) along with Campus Planning services are received, clarified, distributed and tracked. The Facilities Management (Operations and Maintenance) department provides feedback to the customer on the status of their requests; provides information to the campus community about scheduled and emergency maintenance and construction projects; functions as the 'one-stop shop' for information on work activities and trouble reporting related to work space, equipment and systems. Using web-based tools the Customer Care Representative will form the communication hub for information moving into and out of all Facilities Management departments.

Reporting to the Supervisor Administrative Services, hours will vary to cover the Facilities Management (Operations and Maintenance) working hours of 08:00 a.m. to 4:30 p.m. Monday to Friday.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Work with the other members of the Facilities Management (Operations and Maintenance) team to provide exceptional communication service to all customers.
  • Work with the other members of the Facilities Management (Operations and Maintenance) team to establish innovative ways of bringing knowledge to its customers to deliver efficient and effective work processes.
  • Ensure that customer requests are accurately recorded, correctly assessed and promptly assigned to the appropriate work unit.
  • Support, provide assistance and back-up for other Facilities Management (Operations and Maintenance) team members.
  • Inform the immediate supervisor of all activities.
  • Pleasantly and respectfully interact with co-workers, supervisor, members of the University community and others.
  • Ensure timely reporting for start of shift, regular work attendance and that personal hygiene and attire are appropriate for the working environment.
  • Ensure that equipment, work space, tools and systems supplied by the University are used for the purposes intended, are maintained in good order and that costs of use are controlled.
  • Pleasantly and respectfully interacts with co-workers, supervisors, contractors, consultants, suppliers, students and other members of the University community.
  • Discretion, confidentiality, and attention to detail are required attributes.
  • Expected to actively participate in own training and development in coordination with the department, and is willing to learn and adapt to change.
  • Meet all ongoing OHS initiatives, follows University OHS policies,  procedures and OHS Legislation as required; ensuring personal, public and co-worker safety when completing tasks or engaging in potentially hazardous situations.
  • Familiar with the University of Calgary "Statement on Principles of Conduct" and conducts himself/herself according to these Principles in all situations when acting on behalf of the University of Calgary.
  • The Customer Service Representative provides coverage for each other for breaks, vacation and other absences.

Qualifications / Requirements:

  • 8 to 10 years of progressive customer services experience in a facilities management organization or a combination of 3 to 5 years of customer service experience and completion of post-secondary education in Business Administration/ English Literature.
  • Understands and maintains confidentiality, demonstrating diplomacy and good judgment.
  • Knowledge of university core business systems and a broad understanding of the University policies and issues relating to facilities management an asset.
  • Intermediate to advanced skills in Microsoft Office Suite (Word, Excel, Access, PowerPoint, Visio), WorkSpace, Internet skills, Peoplesoft, web maintenance.
  • Demonstrated strong communication, team and customer service skills, and an ability to exercise judgment within established guidelines.
  • Must have a clear speaking voice, strong listening skills, and an ability to ask questions to clarify request information.
  • Must be able to remain calm in demanding situations, and appropriately deal with stress resulting from these situations.
  • Must be able to work in an open and self-motivating team environment as a contributing and productive member.
  • Must be open to learning and development, and be willing to accept new challenges and assignments.
  • Ability to work in a fast-paced, open and collaborative environment with moderate interruptions from phones, staff and other inquiries which require excellent time management skills to prioritize and meet deadlines.
  • Must be able to work with shifting priorities and remain calm in stress causing situations.

Application Deadline:  September 17, 2017

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase II.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website


About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to become one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. Ranked as the top young university in Canada and North America, the University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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