CUSTOMER SERVICE

The Customer Service Center is the communications hub for Facilities Management, handling well over 25,000 calls per year and receiving all electronic mail messages sent to cscsc@emory.edu.

Please call our Service Desk (404.727.7463) at any time to report an emergency condition or other problem that requires immediate attention. We are available for these requests 24 hours a day, 7 days a week.

If you have questions regarding a Facilities Management invoice or billing, please call our Customer Service Advocate at (404.712.8888).  If your concerns can not be addressed immediately, a case number will assigned for tracking and follow- up purposes.

During our regular business hours (weekdays 8:00 a.m. to 5:00 p.m.) we welcome your requests for service and general inquiries (i.e., work order scheduling, status and billing).

The members of our service team are:

• Jackie Langham, Supervisor of Customer Service Center and Special Events
  
• Bridgette Jackson, Senior Customer Service Representative
  
• Icilda Walker, Senior Customer Service Representative
  
• Bettye Payne, Senior Customer Service Representative

A service request may be submitted to us in one of the following ways:

• Use our online Customer Request Form
• Fax your request to the Service Center @ 404.727.2172
• Send an e-mail request to cscsc@emory.edu
• Mail a memorandum to the Customer Service Center, 638 Asbury Circle, Atlanta, GA 30322
• Telephone us at 404.727.7463

Customer Service - Customer Service - Customer Service

Request Process

1. Many buildings and departments have facility representatives or contact people. They deal with us regularly and know us well. Please coordinate requests with your facility representative whenever possible. This will help eliminate duplication and wasted effort.
   
2. Upon receipt of the request, the Customer Service Center will make the determination whether the project is new work (billable) or maintenance (non-billable).
   
3. If the request is billable, the requesting department is asked to provide a chargeable account number.
   
4. After the Customer Service Center receives the account number, they will create a work order.
   
5. Our Customer Service Representative will provide you with a work request number for your future reference.  You may call the Customer Service Center at any time to check on the status of your work request.  Please have your work request number available when calling our staff.
   
6. If the request is for remodeling an area, the work order will be assigned to an estimator. The estimator will work with the customer in determining the scope of work, and the creation of an estimate. The estimate is entered into the work order.
   
7. The work order is then forwarded to the appropriate shop or service unit.
   
8. The shop or service unit will contact the requesting department, if necessary, and set a schedule to complete the work.
   
9. If the work order is considered an emergency (fire, flood, etc.), a mechanic will be dispatched immediately to take care of the problem.