Customer Service Coordinator III (Access Control)

Utah State University•Logan, UT

1d•Onsite

About The Position

The Access Coordinator (Coordinator Service III) role is primarily the first touch point and central contact for Utah State University’s access control system. As such, this position is responsible for a vast array of knowledge regarding all of USU buildings, key and access control systems, and USU policies and procedures. This position also ensures that Facilities operations are efficient and that customer requests are taken accurately, promptly and courteously using discretion as needed. Kind, patient, and prompt customer service skills are required to answer telephones, emails, and various other incoming and outgoing correspondences. Works closely with the Facilities Customer Service team and independently to make sure that the day-to-day building operations and access run smoothly. This position also assists the Customer Service Manager with suggestion for workflows and procedure adjustments, identifies workflow gaps, provides annual compliance training to the campus community, and provides ideas for improvement. Assists with training of Customer Service team on access control systems upon supervisor’s discretion.

Requirements

Four years of experience; or an associates degree plus two years of experience; or a bachelor's degree in an office environment with excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.
Ability to work independently as well as in a fast-paced team environment
Effective multitasking in a fast-paced, noisy office environment.
Ability to act quickly, calmly, and effectively in urgent and emergent situations
Strong interpersonal skills, flexibility, and customer service orientation.
Skill in the use of multiple computer and related software applications
Skill in Microsoft programs
Knowledge of University forms, policies and procedures
Knowledge of service request procedures
Knowledge of control systems, equipment and campus facilities
Skill in the use of personal computer and related software application
Skill in handling customer complaints and problems
Ability to organize information and prioritize tasks effectively
Ability to communicate effectively orally, electronically and in writing
Ability to maintain confidentiality
Ability to maintain control and composure in a fast-paced, stressful environment
Ability to make decisions when administrators are not present
Ability to work accurately under pressure, while responding to the many needs of the office at once

Nice To Haves

Prior customer service experience is preferred
Knowledge of USU Buildings and outdoor spaces
Experience in Access Control software
Experience in BOX and Service Now programs
Knowledge of numerous craft and trade functions

Responsibilities

Serves as the main point of communication between all central and statewide campuses for key & access systems
Clearly communicate via telephone, email, Ready, and AiM systems
Coordinates with campus departments to troubleshoot potential access control issues
Work closely with USU Public Safety departments and provides ongoing training in access systems
Cultivates positive relationships with different Facilities Departments, the USU Campus Community, and public by understanding their needs and expectations
Provide exceptional customer service in person, via e-mail, phone, and numerous computer programs
Determine levels of access for key requests submitted by departments on central and statewide campuses
Reconciles key & access rights annually with USU Departments
Works within access control programs to assist in scheduling campus buildings and program customer access cards
Works closely with Facilities construction teams to ensure access-controlled doors are programmed and installed as needed.
Assists Facilities Locksmiths and Access Control programmers with proper internal record keeping to ensure USU Building Access Policy is upheld and carried out
Assists Facilities Management with determining proper access levels for USU personnel within keywatcher systems
Works closely with USU Facilities project managers to ensure outside contractors have proper access to complete work
Takes after hours calls as needed to resolve access issues or USU Events
Assists the Supervisor of the department and other Customer Services team members in a variety of office functions and duties.
Assists students, faculty, and staff with highly varied, complex, and non-recurring questions/problems
Provides training to internal and external departments regarding Facilities work order requests, access control (key) requests.
Performs miscellaneous data entry and job-related duties as assigned.
Uphold Facilities Mission & Values
Establishes, maintains, and updates files, databases, records, and other documents.
Composes and word processes a variety of standard documents and correspondence.
Uses various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and format data and reports.
Coordinates with other departments to accomplish specialized tasks by obtaining relevant data.
Attends customer service building visits as requested; takes notes, follows up with reported problems and issues.
Orders, stocks, and distributes office supplies as needed.
Sorts, screens, and distributes incoming and outgoing mail and e-mails as needed.
Builds and maintains relationships with building representatives and campus community
Performs miscellaneous job-related duties as assigned.