Customer Service Coordinator

Employer
California State University, Monterey Bay
Location
California, United States
Salary
Salary Not specified
Closing date
Sep 20, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Full Time

Job Details



Customer Service Coordinator

Job no: 503176
Work type: Staff
Location: Monterey Bay
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Administrative, Probationary, Full Time

Customer Service Coordinator

(Administrative Support Coordinator I)
Apply Today! Open until filled. Application Screening Begins: Monday, August 2, 2021
Powered by an inspiring Founding Vision Statement, California State University, Monterey Bay (CSUMB) is a mid-sized comprehensive baccalaureate and masters granting university whose staff and faculty help transform student lives through a focus on student success and engagement through project-based learning, service learning in its regional community, and the promotion of multicultural and global perspectives on and beyond campus. CSUMB is both a Minority Serving Institution (MSI) and a Hispanic Serving Institution (HSI) and has a vibrant, diverse student body of over 7,400 students. The university's Strategic Plan prioritizes inclusive excellence through recruiting and investing in the development of a diverse body of faculty, staff, and administrators. CSUMB's sustainability initiative is to be carbon neutral by 2030. The university's faculty and staff, many of whom live in the East Campus housing development, appreciate living and working so close to the shores of the beautiful Monterey Bay. As one of the 23 campuses in the California State University (CSU) system, CSUMB offers excellent benefits, including access to below-market rate campus housing and competitive salaries for faculty and staff.

PURPOSE:

Under the direct supervision of the Director of Facilities Services and Operations and day-to-day work direction of the Work Control the Customer Services Coordinator works independently to provide the full range of service desk support to the Facilities Services and Operations Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
  • Responsible for the operating of central telephone lines, receiving all incoming calls including any related to maintenance and repair needs. Greets and identifies visitors and informs appropriate level of management or department. Determine the scope and degree of urgency for emergency service/work requests and radio dispatch Technicians on type of problem that is presented
  • Maintains accurate data records for all service desk communication forms and telephone lines. Receive, record, and dispatch general and emergency information quickly, clearly, and accurately using computerized systems and databases for input and retrieval of data. Assist in scheduling requests for building shut downs and send customer notifications quickly to all necessary parties.
  • Process all customer requests, including but not limited to service requests, work orders, projects, preventive maintenance and charge- backs, and make required entries on the CMMS database. Maintain and update status of work orders in the CMMS database.
  • Responsible for key distribution and collection of returned keys. Prepare, review, correct any missing/inaccurate information and submit key requests to Lockshop on a daily basis for processing.

  • Other Functions:

    Performs other job-related duties and special projects as assigned.

    KNOWLEDGE, SKILLS AND ABILITIES:

    Thorough knowledge of: correct English, including grammar, spelling, punctuation and editing; office systems and ability to use a broad range of technology, systems, and packages. Detailed knowledge of or the ability to quickly learn applicable university infrastructure, policies and procedures. Working knowledge of budget policies and procedures. Experience to be fully functional in all technical aspects of work assignments.

    Ability to: quickly acquire a thorough, detailed knowledge of applicable university infrastructure, policies, and procedures; make sound independent decisions and recommendations based on current policies and procedures and a thorough analysis of current situations; independently handle multiple work unit priorities and projects under strict deadlines; apply a wide variety of policies and procedures where specific guidelines may not exist; perform standard business math, such as calculate ratios and percentages, track financial data and make simple projections; draft and compose correspondence and standard reports; effectively handle a broad range of interpersonal contacts, including those at the highest level and those requiring strict confidentiality; address common and unique problems using reasoning and judgement to develop practical, thorough, and creative solutions; establish and maintain cooperative working relationships within a diverse, academic environment. Exceptional ability to communicate verbally and in writing, a professional, persuasive and tactful manner.

    MINIMUM QUALIFICATIONS:

    Knowledge of and skill in standard office procedures and practices, as well as an ability to understand and operate in a variety of organizational structures. Additionally, incumbents are expected to have a thorough knowledge of English grammar, spelling, and punctuation and be able to clearly communicate orally and in writing. Knowledge of business mathematics beyond basic arithmetic. The ability to use and quickly learn new office support technology systems and software packages is also a prerequisite. These entry qualifications would normally be obtained through a high school program, technical/vocational program, or their equivalents combined with several years of related office work experience.

    SPECIALIZED SKILLS:

    Strong clerical and customer service skills. Proficient in the use of word processing, spreadsheet, email, scheduling databases, or Internet software. Demonstrated ability to address the essential functions associated with this position including the knowledge and abilities identified above.

    PREFERRED QUALIFICATIONS:

    Two years of experience in customer service in a front office, maintenance or construction dispatching, or switchboard operation. Fluency in using standard software applications: word processing, spreadsheets, databases, email, and Google Drive.

    SPECIAL CONDITIONS OF EMPLOYMENT & POSITION DESIGNATIONS:
    • All offers of employment are contingent upon the successful completion of a background check (including a criminal records check)
    • The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
    • This position will have a duty to report to the Campus Title IX Officer information pertaining to victims of sex discrimination, sexual harassment, sexual misconduct, dating/domestic violence, and stalking as required by CSU Executive Order 1095.
    • If appropriate, add additional from position description

    PHYSICAL ENVIRONMENT:

    Office environment with standard equipment and tasks. Position requires working at a computer and desk for extended periods of time. May require travel between campus offices and off-campus locations.

    There are components of this job which are deemed essential on campus. This position will primarily work on the main campus, with occasional work from home. This position requires working on campus with students. The health and safety of our students, faculty, and staff remain our highest priority. In the fall, students, faculty, staff, and the community can expect that masks will be required and that the appropriate degree of social distancing will be in place in all areas based on evolving guidance. Additionally, all students, faculty, and staff are encouraged to be vaccinated before coming to campus. All community members who work or attend class on campus should expect to participate in a random or periodic testing system. CSUMB will communicate more information about vaccination requirements and testing protocols when the details become available.

    POSITION INFORMATION:
    • Type of Appointment: Full-Time, Probationary
    • Collective Bargaining Unit: R07 - Clerical and Administrative Support Services
    • Anticipated Campus Hiring Salary: Low to mid $3,000's/month
    • CSU Salary Range
    • FLSA Status: Non-Exempt

    CSUMB offers a premium benefit package that includes outstanding vacation, health, dental & vision plans; a fee waiver education program; membership in the California Public Employees Retirement System (CalPERS); and 14 paid holidays a year. For more information, visit: CSU Benefits R09. Additionally, University Corporation at CSU Monterey Bay provides access to affordable campus housing based on availability, visit: Employee Housing.

    APPLICATION PROCEDURE:

    For full consideration, applicants must complete the required online application prior to the priority screen date found at csumb.edu/jobs. Application submissions received after the application screening date will be reviewed at the discretion of the University. Materials submitted become the property of CSUMB and will not be returned.

    CSUMB is not a sponsoring agency for staff or management positions.

    Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting University Personnel at (831) 582-3389. All employees must be eligible for employment in the U.S.

    GENERAL INFORMATION:

    CSUMB hires only individuals lawfully authorized to work in the United States and is an E-Verify employer. In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State University, Monterey Bay Annual Security and Fire Safety Report is available at https://csumb.edu/clery.

    CSUMB is a smoke and tobacco-free campus.

    AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER:

    CSUMB is an Equal Opportunity Affirmative Action employer seeking to recruit and support a broadly diverse community of faculty and staff. We value and celebrate diversity in all its forms and strive to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. We consider qualified applicants for employment for their anticipated contributions and without regard to race, color, religion, national origin, age, gender, gender identity or expression, sexual orientation, genetic information, medical condition, pregnancy, marital status, veteran status, or disability.



    To apply, visit https://careers.csumb.edu/en-us/job/503176/customer-service-coordinator

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