Associate Director of Facilities Customer Service

Montclair State University•Montclair, NJ

2d•Onsite

About The Position

Reporting to the Director of Building Repairs, the Associate Director of Facilities Customer Service manages the Facilities Customer Service Center (FCSC) and serves as the primary advocate for customer concerns within University Facilities, providing a service and communications interface between the division and the campus community. The Associate Director utilizes strategic thinking, a strong customer focus, and the ability to develop influential relationships across stakeholder groups to deliver service improvements to University faculty, staff, students, and contractors. With a clear understanding of the wider issues that impact facilities operations and the ability to execute multiple assignments in a demanding environment, the Associate Director oversees Service Request and Work Order processing from intake through fulfillment, and coordinates with division personnel to ensure that completed procedures and work meet customers’ objectives and service expectations. The Associate Director develops and recommends policies and standard operating procedures, oversees procurement activities, contracts goods and services, and manages unit budgets, personnel, and after-hours call center services.

Requirements

Bachelor’s degree from an accredited college or university.
A minimum of four years of professional experience managing operations customer service teams using Maximo, or a comparable Maintenance Management System
Experience with exceeding targets, KPIs, or SLAs, in a quality-focused, compliance-centered environment
Proficiency in the Microsoft Office Suite
Excellent written and verbal communication skills
The ability to report to work during emergencies, or work outside of standard business hours, when necessary

Nice To Haves

Management or relationship management experience at a strategic planning level

Responsibilities

Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Establish and monitor production, productivity, quality, and customer-service standards; contributing unit data and performance analyses to organizational strategic plans and reviews.
Meet organizational goals by accepting ownership for accomplishing new and different requests and explore opportunities to add value to job accomplishments.
Investigate customer service inquiries and manage swift corrective action where necessary.
Provide effective, appropriate, timely, and consistent communication to stakeholders through all stages of the Service Request and Work Order processes and maintain comprehensive records.
Enhance First Call Resolution efforts to provide customers with enhanced communication about service progress to avoid repeat calls and complaints on a single request.
Define, develop and recommend the effective utilization of Maximo system specifications, managing resource planning and MI teams in conjunction with business objectives and Service Level Agreements.
Collaborate with Facilities Information Technology to develop call center customer interaction and voice response systems and voice networks; design user interfaces; develop and execute user acceptance test plans; and plan and control system implementations.
Provide system and Service Request entry training for University faculty, staff, and students.
Maintain and improve FCSC operations by monitoring Maximo’s system performance.
Identify and resolve issues; prepare and complete action plans; system audits and analyses.
Manage system process improvement and quality assurance programs.
Identify and evaluate technologies by defining user requirements and establishing technical specifications.
Identify and install new customer-focused tools and system upgrades.
Strategically manage an operations management team to enhance unit and division performance by setting clear and accountable performance measures.
Empower and engage the FCSC team to create a culture and process that achieve business goals and objectives.
Assess and improve customer satisfaction and other customer Key Performance Index metrics.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Manage staff and unit operations; develop job descriptions and performance standards.
Provide performance evaluations and performance improvement plans when necessary.
Coach and guide staff; and approve various personnel actions required, including promotion, hiring, and disciplinary action in accordance with University policies and State regulations.
Coordinate with Facilities Training and Development to develop, recommend, implement, and monitor staff training compliance to maximize unit operations.
Prepare unit budgets and manages expenditures and inventory.
Serve as Fiscal Agent for both units and manages requisition processing and contracting goods and services.
Maintain all files in accordance with regulatory and University requirements.
Attend training courses, seminars, or workshops, as directed.
Comply with safety standards applicable to the University and with all rules, regulations and orders with respect to the University’s occupational health and safety program.
Maintain and allocate adequate funds to ensure employee and workplace safety, and identify and/or report hazards, injuries and accidents in an accurate and timely manner.
Ensure that employees are aware of and comply with occupational health and safety training directives.
Performs other duties as assigned. Management retains the right to add or change job duties at any time.