Customer Service Specialist

CSU Careers • San José, CA

42d

About The Position

The Customer Service Specialist performs duties under general supervision of the Director of Administrative Services, but works independently to provide full range of front desk, and payroll support to the facilities Development and Operations Department including the receiving and posting of time off and overtime. Maintains accurate data records for all service desk communication forms and telephone lines during regular operating hours, Monday through Friday 8:00 am to 5:00 pm. Knowledge of the business practices of the department as it relates to work orders for repair and services, project management for tenant improvements and capital renewal are important for this role. Accurate data entry, word processing, and report extraction knowledge are critical. Provides administrative support and adheres to procedural and project management operational guidelines and processes for services request/work order tracking; closing of work order upon completion; and following the process to ensure billing has occurred as applicable. The duties of this position require exceptional people skills including diplomacy and tact as they will be responding to customer requests, complaints, and time sensitive needs. Additionally, this position requires exceptional organizational skills as all communications and activities must be quickly and accurately recorded despite constant interruptions from requests made by the campus community and interdepartmentally.

Requirements

• Ability to communicate with constituents in a professional and respectful manner
• General knowledge of Facilities Maintenance Dispatch Center
• Ability to use a two-way radio communication device
• Ability to handle multiple priorities and manage multiple situations while under duress
• Thorough knowledge of methods, procedures and practices, English grammar, business writing, punctuation, spelling and math
• Ability to compose and appropriately format correspondence and reports
• Fluency in using standard software applications: word processing, spreadsheets, databases, email, and Google Drive
• Knowledge of or ability to learn Computer Maintenance Management Systems software or comparable facilities management information system and/or work tracking system software
• Ability to think and act quickly in emergencies with effective and efficient communications
• Completion of a high school program, technical/vocational program, or their equivalents combined
• Two years of related office work experience or a combination of education and experience which demonstrates the ability to perform the essential functions of the position

Nice To Haves

• Two years of experience in customer service in front office, maintenance or construction dispatching, or switchboard operation

Responsibilities

• Responsible for the operating of central telephone lines, receiving all incoming calls including any related to maintenance and repair needs for the SJSU Campus
• Assist in scheduling requests for building shut downs and send customer notifications quickly to all necessary parties
• Determine the scope and degree of urgency for emergency service/work requests and radio dispatch Do-IT-Now (DIN) Technicians on type of problem that is presented
• Maintain and update status of work orders on the CMMS database
• Assist and train customers on using the web-based iService request for non-emergency maintenance and repair calls
• Receive, record, and dispatch general and emergency information quickly, clearly, and accurately using computerized systems and databases for input and retrieval of data
• Responsible for key distribution and collection of returned keys
• Notifies requestor via email once the keys are ready for pick up after reviewing to ensure all keys were included

Benefits

• San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary.
• For more information on programs available, please see the Employee Benefits Summary

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED