Assistant Director, Customer Service - Facilities Management - (STA006406)

Provide supervision, leadership and direction to the Facilities Customer Service and Communication team and is committed to providing outstanding customer service. The Assistant Director of Customer Service will be the subject matter expert for customer service within the department.

1. Directs and manages the Customer Service and Communications department and communicates appropriate information to management, peers, and subordinates to convey a positive, friendly, and professional departmental image.
2. Manages customer relations and communications; ensure that appropriate communication plans are in place to properly disseminate information to all institutional campus areas, such as for capital/institutional projects, closures, and alarm/testing notifications.
3. Coordinates with various Facilities service providers and customer stakeholders to assure Facilities services are consistently and effectively provided.
4. Manages and oversees departmental policies and procedures to optimize resources and to effectively respond to customer requirements and requests.
5. Collects input from internal/external customers to determine if requirements are consistently met; identifies improvement opportunities by collaborating with employees and customers to develop action plans.
6. Develops and coordinates survey mechanisms and evaluations which includes action plans to address survey results in a manner that assures our customers are provided extraordinary customer service.
7. Develops and implements communication plans to assist in communicating department activities and programs that conveys our story and help to build strong collaborative partnerships.
8. Develops forums and mechanisms to address service concerns and to foster a customer service culture through staff training programs.
9. Ensure that an effective and timely outage notification process is in place that quickly promulgates information throughout the University.
10. Responsible for the planning, coordinating and supporting of successful campus events sponsored by Facilities Assures compliance with all laws and regulations applicable to university facilities.
11. Oversees and coordinates the Building Coordinator Program.
12. Perform other duties as assigned.

EEO/AA

Qualifications :

Bachelors and 5 years experience.

Requires a thorough understanding of both theoretical and practical aspects of an analytical, technical or professional discipline's or the basic knowledge of more than one professional discipline. Knowledge of the discipline is normally obtained through a formal, directly job-related 4 year degree from a college or university or an equivalent in-depth specialized training program that is directly related to the type of work being performed.

Requires a minimum of five (5) years of directly job-related experience.

Additional information / Preferred Qualifications:

Prefer experience in construction management a plus.

Understanding business service roles and processes.

High volume call center customer service experience for construction/maintenance repairs preferred.

Strong financial, budgeting and contract administration experience of overseeing a department/company.

Excellent communication skills, written and verbally.

Strong management and project management experience preferred.

Experience working with business partners and stakeholders.

Excellent customer service, people skills and presentation skills preferred.

Great professional development skills and team development expereince is a plus.

The ideal candidate will have Call Center, construction and outreach experience. Experience with budgets and contracts. This position is responsible for communications 24/7, the building coordinator program and key services.

Please note: This position is an essential position for Facilities and Construction Management . Essential position will be required to perform the work needed if directed by management even when the office or university is closed and may be required to report to work.

* Note: Applicants please attach three (3) professional references with your submission.

Experience may be substituted in lieu of education.