| Humphreys Service Building Cornell University · Ithaca, New York 14853 Phone: (607) 255-5322 · Fax: (607) 255-9746 E-mail: fcscrequest-mailbox@cornell.edu |
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Mission:
Facilities Customer Service, a multi faceted liaison striving to provide accurate and timely resolutions for any problem by direct action or referral. We will listen; we aim to be knowledgeable, dependable, friendly, and effective while seeking feedback.
Goal:
To accurately analyze and prioritize all requests and determine appropriate course of action while maintaining optimum standards of safety, efficiency, cost effectiveness, and customer satisfaction.
Responsibilities:
- Receive and process over 28,000 work requests per year
- Manage communications:
- 13 phone lines
- 140 two-way radios
- 215 voice pagers
- 220 alphanumeric pagers
- Coordinate and schedule utility shutdowns that affect campus facilities
- Dispatch appropriate personnel for facility and utility related problems Information center for facility and utility emergencies
- Distribution and inventory of building keys for maintenance personnel
Database Management:
- Ticket database: scope of work, priorities, facility, pm of units, costs
- Building coordinator database: primary contacts and buildings
- Key database: all campus facilities and inventory for Facilities personnel
- Facilities Services phone lists
Staffing:
- 4 full time Dispatchers
- Service Coordinator
- Manager