Facilities Customer Service & Work Order Coordinator

Job Summary

The Facilities Customer Service & Work Order Coordinator serves as a critical link between customer requests and operational execution across the university’s multi-campus facilities portfolio. This role ensures that service requests (work orders) are accurately captured, prioritized, communicated, and tracked through completion—driving accountability, transparency, and high-quality service delivery across departments including physical plant, grounds, transportation, maintenance, custodial, and HVAC.

In addition, this position supports departmental communications and outreach efforts, helping to proactively inform the university community of service impacts, initiatives, and performance—enhancing overall engagement and customer experience. 

Essential Functions

• Serve as the primary point of contact for all facilities-related service requests across multiple campuses.
• Respond to inquiries via phone, email, and work order systems in a timely and professional manner.
• Translate customer needs into clear, actionable work orders with appropriate detail and categorization.
• Provide status updates and follow-up communication to ensure customer satisfaction.
• Create, review, and route work orders to appropriate departments (maintenance, HVAC, custodial, etc.).
• Ensure proper prioritization based on urgency, safety, and operational impact.
• Monitor work order progress and proactively address delays or issues.
• Close out work orders with accurate documentation and customer confirmation.
• Bridge communication between customers and field teams to ensure expectations are aligned.
• Track key performance indicators (KPIs) such as response time, completion time, and customer satisfaction.
• Identify trends, recurring issues, and service gaps; escalate as needed.
• Support continuous improvement initiatives to enhance service delivery.
• Assist in developing and distributing departmental notifications (e.g., service disruptions, planned outages, weather impacts).
• Support creation of newsletters and periodic updates highlighting projects, performance metrics, and service improvements.
• Coordinate outreach efforts to improve awareness of facilities services, processes, and expectations.
• Partner with leadership to ensure consistent, clear, and timely messaging across campuses.
• Maintain communication templates and distribution lists to support efficient outreach.
• Maintain accurate records within the university’s Computer-Aided Facility Management (CAFM), currently webTMA.
• Ensure data integrity, including proper coding, asset tagging, and labor/material tracking.
• Generate reports and dashboards to support operational decision-making.
• Other duties as assigned.

Required Qualifications

• Minimum of a Bachelor's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 3 years of relevant experience.

Preferred Qualifications

• Strong organizational, written, and verbal communication skills.
• Experience working with Microsoft 365 applications and Copilot.
• Ability to manage multiple priorities in a fast-paced, multi-campus environment.
• Experience in higher education or large institutional facilities.
• Familiarity with facilities operations (maintenance, HVAC, custodial, etc.).
• Experience with internal communications, newsletters, or stakeholder engagement.
• Data analysis and reporting experience.
• Knowledge of service level agreements (SLAs) and performance metrics.

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking

Location

• University City - Philadelphia, PA

Additional Information
This position is classified as Exempt, grade K. Compensation for this grade ranges from $54,630.00 to $81,940.00 per year. Please note that the offered rate for this position will vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.