Customer Service Center

To provide consistent, high-quality, ever-improving customer service to members of the University Community and to the Facilities Operating Division, and to provide this service in a friendly, professional and competent fashion.

Eight full-time operators, one part-time operator and four time-as-reported operators, staff the Facilities Customer Service Center. These staff members work as a team to provide coverage around the clock, seven days a week. Each month the Customer Service Center, on average, handles approximately 8000 phone calls and logs in 7500 requests for service.

To place a service request, call: 273-4567

— Kim Lonon, Supervisor
email: KLonon@facilities.rochester.edu
phone: (585) 275-2477


Customer Service Center - Frequently Asked Questions

Why am I put on hold when I call the Customer Service Center?
The Customer Service Center is generally staffed with four Customer Service Representatives who are responding to and dispatching your requests as they come in. The Customer Service Center processes approximately 8,000 calls for service every month and the busiest hours of the day are between 8am-1pm and 4pm-7pm. Each call takes an average of 60 seconds to process. There are times of peak demand or when pending emergencies may take precedence over routine calls and it is at these times that you may be asked to hold on the line. We continue to do our best to keep your wait to a minimum and appreciate your patience and understanding.

At times, a mechanic shows up in my area for a call that I did not place. Why does that happen?
The two most common reasons this may occur are: it is possible that someone else in your area placed a service request that you are unaware of and the University possesses the technology to monitor environmental conditions and equipment. Approximately 160,000 alarm points are monitored through the Customer Service Center. This computerized system is composed of many sensors that measure equipment operation. These sensors record the readings and ring any abnormality back to the Customer Service Center. Once the alarm is received, the customer service representatives dispatch a mechanic to respond to the alarm.

Why is my online user ID and password not working?
You must use your HRMS (Peoplesoft) user name and password for access. If you are unable to access the online work request system, please contact the Facilities Customer Service Center at extension 3-4567.

When will my bed be lofted/de-lofted?
All bed lofting and de-lofting requests must be made at your area office. These requests are completed on a first-come first-served basis. Note: it could take up to a few weeks depending on how many of these types of requests are made.

I submitted a work request on your website, the mechanic came and did the work, but when I look up the work order, it does not show the charges. Why is that?
The data files that contain the labor and material charges for each work order are updated monthly. This monthly update coincides with the University production of ledgers. This update takes place the 28th of each month.

How do I know what is a routine service call and what is departmentally funded?
A general rule of thumb would be to think of yourself as a tenant in a rental situation. All utilities and building issues are the "landlord's" (Facilities) responsibility. If you have no hot water, are too cold, or if a door lock doesn't work, that would be Facilities’ responsibility to repair at their cost. Departmentally funded requests might include hanging of bulletin boards or pictures on your office walls or installing a keyboard tray on your desk. These types of requests would be the "tenants" responsibility to pay for from their Department account.

When I have submitted a service call, why don't I see the service mechanic in my area?
Often times, especially for issues that deal with room temperatures, the mechanic needs to make the adjustments and repairs in the mechanical room where the actual heating and/or cooling equipment is located. Ideally, we would like the mechanics to speak with the customers who have requested the service. However, at times the volume of calls is too heavy to allow for this personal communication. Although this is not always feasible, we are striving to improve our face-to-face customer communications after resolving a service call.

Why does the Customer Service Representative ask me for so much detail about my call?
The Customer Service Center Representative is required to obtain as much information as possible to pass on to the mechanic responding to the request. There are many different service mechanics assigned to many different areas that have varying areas of expertise. The more information that the Customer Service Center Representative is able elicit from the customer, the more efficiently they are able to dispatch the service call.

Is Facilities Supervisory Staff available around the clock?
The Medical Center Supervisors are on site Monday through Friday from 8am until 12 midnight and the River Campus Supervisors are on site from 7:30am until 5pm, Monday through Friday. All of the Facilities Operations provide a "Supervisor-on-Call" when there is no supervision on site.

Why don't I ever see a snow plow or salt truck in the parking lots when I am arriving at work in the morning?
There are a large number of vehicles moving around University roadways and parking lots during the rush hour. It is not efficient for snow removal equipment to be out on the roads and parking lots when so many vehicles are. Facilities Snow Removal Staff generally start very early in the morning (around 3 or 4am), depending on the snowfall, and later, during peak traffic hours, will focus on hand shoveling. They then return to plowing and salting after the rush hour.