Customer Service Associate
About The Position
The Information Associate receives requests and determines the appropriate course of action and/or referral to resolve requests utilizing excellent customer service. Receives and evaluates requests including, but not limited to phone calls, e-mails, radios, etc., and decides appropriate action to resolve the issue utilizing excellent customer service based on training, experience and standard operating procedures; communicates information to appropriate operating units and customers; coordinates communication of information for various emergencies such as power outages, alarms, elevator entrapments, etc., and nonemergency situations in accordance to all appropriate procedures; answers calls, e-mails, letters, etc.; monitors facility controls and alarms like building equipment alarms, fire alarms, door alarms, etc., as required and ensures appropriate communication for resolution according to procedures; performs prescribed follow-up action to ensure issues are resolved to completion and all other parties are appropriately informed; receives and inputs service requests into appropriate data management systems; facilitates key sign-out/in, distribution of access cards, departmental vehicles, radios, package and letter pickup and delivery; issues temporary identification cards as required and according to appropriate procedures; participates in providing direction, guidance and mentors student staff; days may vary and are subject to change as dictated by operational need; this position is Classified Civil Service, is not exempt from overtime, and is paid biweekly.
Requirements
- Per CCS Specs
- One year experience in customer service or communications, including analyzing & interpreting information
- 6 mos. experience in operation of computer and related peripheral equipment
- 3 mos. experience in information research & analysis
Nice To Haves
- Experience working in facilities management or facilities operations environment
- Valid driver license
- At least 1 year experience working in a customer call center
- Excellent written and oral communication, organizational, and customer service skills
- Experience using Microsoft office production software and integrated work order management systems
Responsibilities
- Receives and evaluates requests including, but not limited to phone calls, e-mails, radios, etc., and decides appropriate action to resolve the issue utilizing excellent customer service based on training, experience and standard operating procedures
- Communicates information to appropriate operating units and customers
- Coordinates communication of information for various emergencies such as power outages, alarms, elevator entrapments, etc., and nonemergency situations in accordance to all appropriate procedures
- Answers calls, e-mails, letters, etc.
- Monitors facility controls and alarms like building equipment alarms, fire alarms, door alarms, etc., as required and ensures appropriate communication for resolution according to procedures
- Performs prescribed follow-up action to ensure issues are resolved to completion and all other parties are appropriately informed
- Receives and inputs service requests into appropriate data management systems
- Facilitates key sign-out/in, distribution of access cards, departmental vehicles, radios, package and letter pickup and delivery
- Issues temporary identification cards as required and according to appropriate procedures
- Participates in providing direction, guidance and mentors student staff
Benefits
- Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
- Paid time off, including sick and vacation time and 11 holidays.
- State retirement plan or an alternative retirement plan, both with generous employer contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
