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Senior Customer Support Representative, Facilities Central

February 14, 2026

Posting Details I. Job Overview Job Description Summary: The Division of Safety & Operations brings together University Resilience, the GW Police Department, Facilities Buildings & Grounds, Facilities Planning, Construction, and Management, GWorld, Transportation and Fleet Services, and Events and Venues to better and more strategically support GW now and into the future. Given the many close connections and strong working relationships among these areas, this organizational structure streamlines university services, increases shared insights and collaboration, and optimizes GW resources. The Facilities Central Unit, part of the Service Delivery Property Management Team, is the hub of Facilities Maintenance and Property Management. The Senior Customer Support Representative, Facilities Central, is responsible for facilitating and responding to all maintenance service requests submitted by students, faculty, and staff 24/7. The Senior Customer Support Representative, Facilities Central will utilize the Asset and Inventory Management System ( AIMS ) and FixIt systems to provide quality customer service to Trades Workers in various Zone shops. This position reports to the Manager, Facilities Central Call Center. Duties include, but are not limited to: <ul><li>Advanced Issue Resolution: Act as the first point of escalation for complex or high-priority facility-related issues that cannot be resolved by Level 1 coordinators.</li><li>Work Order Management: Independently manage and track the full lifecycle of work orders using a Computerized Maintenance Management System ( CMMS ) or similar software. This includes creation, assignment to internal staff or external vendors, tracking progress, and ensuring timely completion.</li><li>Vendor and Contractor Coordination: Serve as a primary liaison with external vendors and contractors for maintenance, repairs, and project-based work. This includes scheduling, monitoring performance, and ensuring compliance with company standards.</li><li>Customer Service Excellence: Provide high-quality, professional, and courteous service to all internal and external customers. Communicate effectively regarding the status of requests, estimated resolution times, and follow-up actions.</li><li>Process Improvement: Identify and recommend improvements to helpdesk procedures, workflows, and documentation to enhance efficiency and service quality. Assist in developing standard operating procedures (SOPs) for common facility issues.</li><li>Reporting and Analysis: Generate reports on helpdesk performance metrics, including response times, resolution rates, and common issues. Analyze data to identify trends and inform strategic decisions for facility management.</li><li>Knowledge Base Management: Contribute to and maintain the helpdesk knowledge base, creating new articles and updating existing ones to help both Level 1 coordinators and end-users.</li><li>Emergency Response: Participate in the coordination of emergency facility issues (e.g., power outages, leaks, security breaches) and ensure prompt and appropriate action is taken.</li><li>Working Conditions: This is typically an office-based role, but may require occasional visits to different areas of the University.</li><li>The role may require on-call availability or a flexible schedule to handle after-hours emergencies. </li></ul>Perform other related duties as assigned. The omission of specific duties does not preclude the manager/supervisor from assigning duties that are logically related to the position. Minimum Qualifications: Qualified candidates will hold a high school diploma/ GED plus 1.5 years of relevant professional experience, or, a Bachelor’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience. Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications: <ul><li>Associate’s or Bachelor’s degree in a related field (e.g., Facility Management, Business Administration) is a plus.</li><li>2- 4 years of experience in a facility helpdesk, customer service, or a similar role, with at least 1-2 years at a Level 1 or equivalent position, is preferred.</li><li>Proficiency with CMMS software (e.g., ServiceNow, AiM, Maintenance Connection) is desired.</li><li>Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) is preferred.</li><li>Familiarity with facility systems and common maintenance issues (e.g., HVAC , plumbing, electrical, security systems) is desired.</li><li>Exceptional communication skills, both written and verbal.</li><li>Ability to handle difficult situations and resolve conflicts professionally.</li><li>Strong organizational and time-management skills with the ability to prioritize multiple tasks.</li><li>Excellent problem-solving and critical-thinking abilities.</li><li>Ability to work independently with minimal supervision as well as collaborate effectively within a team.</li><li>Certification in a relevant field (e.g., FMP , CFM ) is desired.</li><li>Experience with a multi-site or large-scale facility environment is preferred.</li><li>Knowledge of health and safety regulations (e.g., OSHA ) is desired. </li></ul>Personal Characteristics: <ul><li>Seeks “win-win” solutions to help foster continued integration and collaboration.</li><li>Flexible and receptive to change.</li><li>A positive “can-do” attitude.</li><li>Self-motivated and mature, demonstrating a sincere interest in working with students, stakeholders, and internal staff. </li></ul>Hiring Range $21.91 - $28.41 GW Staff Approach to Pay How is pay for new employees determined at GW? Healthcare Benefits GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs. II. JOB DETAILS Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: Division of Safety and Operation Family Safety and Facilities Sub-Family Customer Service Stream Service and Support Level Level 2 Full-Time/Part-Time: Full-Time Hours Per Week: 40 Work Schedule: Monday - Friday, 2:00 pm to 11:00 pm, to include a Holiday and Weekend rotating schedule Will this job require the employee to work on site? Yes Employee Onsite Status Essential onsite Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants: Employer will not sponsor for employment Visa status Internal Applicants Only? No Posting Number: S014039 Job Open Date: 02/10/2026 Job Close Date: If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement: The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...