Customer Service Coordinator III

Utah State University•Logan, UT

1d•Onsite

About The Position

The Facilities Customer Service (Coordinator Service III) role is primarily the first touch point and central communication hub for USU Facilities. 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 work 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. Will assist visitors, and resolve customer concerns and inquiries in a way that exceed customer needs. Works closely as a team and independently to make sure that the day-to-day building operations and access run smoothly.

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 BOX & Service Now programs
Knowledge of USU Buildings and outdoor spaces
Knowledge of numerous craft and trade functions

Responsibilities

Serves as the main point of communication between all of central and statewide campuses and Facilities departments.
Responsible for determining level of work done and make assignments to appropriate shop(s) on all work requests.
Responsible for determining appropriate billing information for all Facilities work.
Clearly communicates via telephone, walk in’s, email, radio, Ready, and AiM systems.
Coordinates with campus departments for utility outages and construction notices.
Work closely with USU Public Safety departments for any emergency work or Fire Code Violations and resolve safety and security issues.
Coordinate with USU Risk Management to resolve any Facility Insurance Claims placed by the Logan and Statewide Campuses.
Communicate and work closely with Deans, Vice Presidents, Directors and Department Heads throughout USU to resolve any Facility related issues and to schedule Facilities related work.
Cultivates positive relationships with different Facilities Departments, the USU Campus Community, and public by understanding their needs and expectations, including providing technicians with the necessary information to complete a work request.
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.
Assists in the smooth and efficient scheduling of moving services; to ensure that customers’ needs are met.
Work closely with USU Office of Events to communicate services from Facilities for scheduled events.
Records key deposits via cash or credit card and issue refunds to key patrons.
Reconciles cash drawer nightly.
Reconciles key & access rights annually with USU Departments.
Assists with providing access to USU personnel within access control program.
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.