DESCRIPTION

The Customer Relations Department of Facilities Management (FM) is a dynamic, fast-paced office with constantly changing priorities. Under direction, responsible for all administrative aspects of first line, front-end support to campus customers in need of Facilities Management services, including the determination of procedures, selection of methods, and implementation of policy applications. Provide administrative support to campus customers and all FM divisions pertaining to campus-related maintenance and service issues. Receive, evaluate and route 275+ calls, online work orders, emails and face-to-face customer contacts daily following established departmental policies and procedures. Assess urgency, nature, level and type of problem. Identify and advise customers of unusual problems that may cause life safety and coordinate appropriate emergency response. Resolve, coordinate and follow up on internal/external service requests, delays and complaints. Using Maximo maintenance management software, monitor jobs in progress. Promote continuous service improvement by analyzing new customer service strategies and work processes.

Act as liaison between Communications Manager and FM in providing information to post on Blink, maintaining communication and providing regular status updates to Customer Relations Manager and affected areas of the campus community until emergency is resolved. Generate billing reports, respond to customers’ inquiries regarding bills and/or work orders. Maintain, manage and track all administrative aspects of the Key Checkout/Key Control program by creating and implementing policies to improve and ensure the physical security of FM buildings and assets. Responsible for training all incoming and current staff in the Customer Service Center. Training includes but not limited to database entries, answering the telephone, dispatching radio calls, and how to handle emergency situations. Assists management with special projects; researching, analyzing and independently solving administrative and operational problems.

QUALIFICATIONS

• Substantial experience fielding a high volume of customer service calls and email requests and entering a high volume of data within pre-established deadlines.

• Demonstrated experience providing/coordinating customer relations assistance in a large, complex and inter-dependent organization.

• Demonstrated experience working on a customer service team; demonstrated ability to take ownership of customer requests and improve service delivery.

• Demonstrated experience operating a variety of communication hardware such as: cell phone, two-way radio and electronic mail.

• Demonstrated experience operating and manipulating database structures; running queries, adding, editing and deleting records to update database content.

• Through knowledge and demonstrated skill and experience effectively operating word processing, database and electronic mail software such as MS Word and Outlook; ability to generate and run basic software reports.

• Proven ability to uncover the important and relevant information about a problem through effective customer interface, conversation and questioning.

• Effective use of independent judgment, tact, diplomacy and flexibility in screening and triaging requests with all members of the campus community.

• Ability to communicate sound judgment and respond quickly to urgent and sensitive situations.

• Ability to build and maintain relationships within and across organizational boundaries.

• Effectively communicate verbally, in writing and electronically in a clear, understandable and professional manner. Maintain proficiency at current level.

• Ability to withstand the high pressure of a fast-paced job in an environment of changing priorities.

• Ability to recommend procedural changes to and prepare updates for reference manuals.

• Continually update knowledge through appropriate courses, seminars, publications and contact with others in the field.

SPECIAL CONDITIONS

• DOJ/FBI background checks and clearance required prior to hire.

• May be required to work overtime.