Facilities Call Center Specialist

We are looking for a Facilities Call Center Specialist to support critical service coordination in Menlo Park, California. This Long-term Contract position is ideal for a detail-oriented customer service specialist who can manage urgent and routine calls, gather accurate details, and direct the appropriate response teams with sound judgment. The role requires strong communication, careful documentation, and the ability to stay composed while handling fast-moving situations in a healthcare environment.

Responsibilities:

• Monitor incoming radio and call activity, assess each situation, and coordinate additional support when safety-related issues arise.
• Receive emergency and non-emergency requests, collect complete incident details, and route work to the appropriate facilities, security, or response personnel.
• Enter service requests, updates, and incident information into the designated management system while keeping logs and work orders accurate and current.
• Apply established procedures consistently to ensure critical response steps are completed thoroughly and without delay.
• Prepare routine shift, daily, and weekly reports using standard office software such as Microsoft Word and Excel.
• Communicate key updates during shift handoffs so incoming team members are informed of ongoing issues, priorities, and unresolved items.
• Review active workflows to confirm service requests are being handled with attention to detail, efficiently, and within expected response standards.
• Serve as a point of coordination among supervisors, facilities teams, security staff, and other internal partners involved in incident response.
• High school diploma or equivalent.
• 3+ years of progressively responsible experience in a call center, dispatch, customer service, or closely related support environment.
• Strong verbal and written communication skills with the ability to gather accurate information and provide clear direction.
• Ability to remain calm, tactful, and organized when handling urgent calls and high-pressure situations.
• Proficiency with computer-based systems and standard Microsoft Office applications, including Word and Excel.
• Ability to prioritize tasks independently, follow established procedures, and maintain detailed documentation.
• Sound problem-solving skills and the ability to work effectively with multiple departments in a healthcare or facilities setting.