Customer Service Coordinator - Facilities Management and Development

Cal Poly•San Luis, CA

27d•Onsite

About The Position

Under the general direction of the Associate Director of Customer and Financial Services, the Customer Service Coordinator (CSC) provides a full scope of administrative and work control support for the campus community and the FMD organization. This position serves as a member of the Facilities Help Center team and is responsible for answering multiple phone lines, responding as the FMD Reception area, and act as the main campus Lost & Found. This position will meet with customers to hear concerns, offer trainings, and actively assist with informing, educating, and determining next steps. The Help Center team is responsible for a variety of administrative tasks to support the FMD organization. Each member of the team assumes primary responsibility for a selection of these and ensures they are provided with excellent internal and external customer service. Facilities Management and Development (FMD), a unit within the Administration and Finance Division (A&F), is responsible for the planning, design, construction, operations, maintenance, and repair of university facilities, grounds, and infrastructure. FMD consists of four critical and interdependent support departments, including Customer & Business Services; Facilities Planning & Capital Projects; Energy, Utilities, and Sustainability; and Facilities Operations. In support of the Cal Poly mission, the FMD department is committed to sustainability, responsible stewardship of natural resources, and promoting an inclusive culture that values individual and organizational integrity, civility, equity, and diversity.

Requirements

High school diploma or its equivalent.
Type 45 wpm.
Four years of general office support or technical experience. (Training at a vocational school or full-time college education may be substituted for two years of the required experience on the basis of one year of college education for 6 months of experience).

Responsibilities

Serve as the primary point of contact for the campus community regarding service requests, questions, concerns, and complaints, this includes, but not limited to, sharing work expectations, gathering additional information for the trades/project managers, and scheduling work.
Process, review, and route maintenance and non-maintenance requests via the department emails and IWMS to respective FMD departments in a timely manner.
Contact customers regarding building challenges (e.g. electrical violations, safety issues, abandoned furniture, inappropriate storage, potential safety or maintenance concerns) and assist with the campus Lost & Found system by logging claims, maintaining the storeroom, and performing quarterly purges.
Create, maintain, and update digital and physical building and facility reference materials, including informational flyers, presentations, the FMD website, SharePoint, training manual, and spreadsheets.
Utilize branded FMD templates to produce temporary worksite signage and maintain corresponding photo library.
Establish and maintain strong working relationships with Facilities personnel and business partners, particularly capital project managers, trades supervisors and managers, safety specialists, and FMD leadership.
Act as the primary communication bridge by creating and updating calendar invitations for trades and customers, and preparing, reviewing, editing, and distributing official FMD email notifications.
Manage the work order process within the Integrated Workplace Management System (IWMS) by entering labor and materials data, updating, and closing files.
Review State Fire Marshal (SFM) reports provided by Environmental Health and Safety (EH&S) and Electrical Services to generate prioritized work orders, notifying appropriate staff, supervisors, and managers of urgent items.
Review weekly audit reports of Service Requests/Work Orders to ensure data is accurate, correct discrepancies, and assist with training new FMD employees on how to use the IWMS.