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LIFELONG LEARNING ADMINISTRATION CORPORATION (LLAC)

Full Time, Monday – Friday; 8:00 am - 5:00 pm

The Lifelong Learning Advantage

At Lifelong Learning, our mission is to support our client schools so they can concentrate on improving educational outcomes and student success. We continue to be a strong, positive force, pioneering the way education is delivered to all students. Learn more about us at https://llac.org/

How You Will Make an Impact

The Maintenance Associate will be responsible handling calls and emails requesting repairs, sourcing the local vendors for the repairs, and then coordinating with local leadership for access and following up to verify the repairs have been completed. This position will provide professional, user friendly, accurate and real time information to a diverse audience in an effort to resolve maintenance-related issues. The Maintenance Associate will use "Angie's List" or similar program along with the preferred vendor lists for each center to source the local vendors. This position is responsible for overseeing and monitoring maintenance activities for each center or site.

RESPONSIBILITIES/DUTIES: This list is illustrative only and is not intended to be a comprehensive list of tasks performed by this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Answers and responds to inbound calls and emails. Gathers detailed information from customers regarding maintenance work orders by phone and/or through email communications
• Provides excellent customer service, offering a spirit of assistance to all customers by phone or email
• Set up repair appointments for callers
• Tracks work orders manually, update the status of work orders as they change, and communicate their completion with the school leadership
• Perform data entry and assists with maintaining documentation for Facility Operations and Maintenance team. Use Zendesk for Maintenance and track all projects to keep them on time
• Maintain logs of number of calls, emails per center, and provide data report to help identify reoccurring issues for the campus
• Build and maintain the list of preferred vendors per center, use Angies list or similar, email, and phone to source local repair centers
• Conducts customer satisfaction surveys by following up with customers regarding work orders by phone or email
• Resolve action items from safety inspections of each site
• Negotiate and Research unknown invoices for finance
• Partner with Risk and safety for fire inspection compliance
• Partner with other departments to provide needs for each site
• Track longer term projects and keeping them moving forward
• Maintains a working knowledge of facilities work order process
• Remains up to date regarding policies, calendar, repair deadlines, directions, etc.
• Maintain positive relationships between sites, adapt to individual needs of each site, partnering with school staff
• Locate and establish relationship with vendors
• Set up and negotiate billing terms between finance and vendor
• Create and manage excel spreadsheet for tracking history, work orders, invoices and patterns/complaints
• Monitor repeating issues to discover greater cause of problems
• Invoice review prior to sending in for billing
• Negotiate long term maintenance contracts with vendors for each site as need arises
• Occasional travel to expand knowledge of existing and new facilities
• Participate in team meetings as assigned and adhere to attendance policies
• Administrative duties, responsibilities, and activities may be assigned or changed from time to time

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

• Exercise strong customer service skills, tact, sensitivity, and confidentiality
• Strong attention to detail, organization, planning, and presentation skills
• Possess strong oral and written communication skills
• Ability to learn quickly and completely to provide best services for each site
• Ability to work independently, exercising discretion and judgement
• Ability to establish and maintain cooperative relationships with others
• Ability to multitask, meet schedules and timelines; maintain records with attention to details
• Ability to create and analyze data and statistical reports
• Ability to exercise initiative in the execution of duties

MINIMUM QUALIFICATIONS:

• High School Diploma or GED
• 1-2 years Call Center customer service experience required
• 1-2 years experience working with facilities work orders is preferred
• Strong Customer Service experience
• Knowledgeable of Facilities operations is a plus
• Strong customer service skills and the ability to prioritize effectively
• Strong communication and interpersonal skills
• Intermediate computer skills in MS Work, Excel, & Email and use of fax machine, copier & printer are a plus
• Intermediate skills in MS Office (Word, Excel, PowerPoint, Outlook)

TRAVEL: Ability to travel in performance of job duties is required

PHYSICAL REQUIREMENTS:

• Mental Demands: high workflow management, high project coordination
• Finger Dexterity: using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• Talking: especially where one must convey detailed or important instructions or ideas accurately, loudly, or quickly
• Average Hearing: able to hear average or normal conversations and receive ordinary information
• Average Visual Abilities: ordinary acuity necessary to prepare or inspect documents or operate machinery
• Physical Strength: sedentary work. Sitting most of the time, and occasionally exerts up to 10 lbs. of force (almost all office jobs)
• Frequent multi-tasking, changing of task priorities, repetitious exacting work required
• Working in a noisy, distracting environment with frequent deadline pressures