Customer Service Coordinator (Administrative Support Coordinator II) - Support Services Housing (10395)

  • San Francisco
  • San Francisco, California
  • Nov 28, 2019
Full Time

Job Description

Description:
Working Title
Customer Service Coordinator

SF State University
San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department*
Facilities Services (Support Services-Housing)

Department Description
The Facilities Operations - Campus, Facilities Operations-Housing, Central Support Services, Custodial, Operations, Grounds, Facilities Services - maintains and manages all facilities, utilities, grounds and property owned, leased or controlled by the University, in support of strategic plans and initiatives, in a manner ensuring the facilities grounds and operations are appropriately and safely prepared, maintained, managed and operated.

Appointment Type*
This is a one year probationary position.

Time Base*
Full-Time (1.0)

Work Schedule*
Monday to Friday; 9:00 am - 6:00 pm

Anticipated Hiring Range*
$3,115.00 - $3,500.00 per Month ($37,380.00 - $42,000.00 Annually)

Salary is commensurate with experience.

Position Summary*
The Facilities Customer Service Center is the primary point of contact for customer inquiries related to Facilities Services and operates 365 days a year.

The Customer Service Coordinator facilitates the coordination and operational work associated with service center. As the first point of contact, the incumbent is responsible for receiving, dispatching, and coordinating routine and emergency service requests from the campus community as it relates to skilled trades, custodial, grounds and contractors in a multi-campus environment. The incumbent plays a key role in ensuring customers have a positive experience; assisting efficiently and in a timely manner. Incumbent is required to use appropriate judgment and discretion in assessing the request/problem/emergency, while concurrently working in collaboration with the Facilities Services operational units to advance to resolution. The incumbent possesses a knowledge of the physical plant and utilities infrastructure. The incumbent will multi-task, inputting data, probing, providing solutions, and navigating through various operational systems to track service issues. The incumbent participates in the Service Center's daily workflow to ensure that all daily processes are completed at the close of each business day.

Position Information
Processes requests / analyzes problems / emergency response:
Provide friendly and professional point of contact services for customers experiencing facilities related services issues within the campus community. Receive and dispatch requests appropriately, and complete administrative tasks associated with troubleshooting and resolution of customer request. Evaluate/asses for health and safety, urgency, priority, operational area responsibility etc as part of determining resolution plan. Create / monitor work orders, ensuring they are accurately created, assigned, prioritized, and categorized in line with departmental procedures. Liaise with wider team members as part of ensuring for best resolution, per operational practices and as appropriate, continue to liaise with relevant parties as part of effective resolution. Amend data and tracking systems as required. Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes. Ensure for effective communication and liaison with appropriate entities on a daily basis.

Security/ access control:
Responsible for verifying key/card requester status, proof of identification, and signature verification of the approving individual, and for approving and granting access through key and key card issuance. Has the responsibility to verify the reason for access and is responsible for granting access to all campus buildings and spaces, as approved by the department/college.

Customer service / interactions / communications:
The Customer Service Coordinator interacts frequently and informally with all members of the university community and contract support staff. In this capacity, provides scheduling information on support services.
As Customer Service Coordinator, makes appropriate decisions regarding the urgency of support services. Is frequently required to negotiate response dates with the previously listed personnel/offices, and is then responsible to coordinate within the Department to assure that commitments made are met.

Coordinate communications for emergency response / disaster recovery/ event coordination:
Acts as central information dispatcher in facilitating coordinated services of FS entities during campus-wide events such as commencement, power outages, storms and other emergency conditions. For these situations, incumbent control point to verify status of critical operations such as sub-station switching and powering up/down of central plant and buildings.

Operating systems/ reporting requirements:
Uses proprietary software systems, office production software and operating systems to produce both established and ad-hoc reports. Based on operational or managerial need, produces production reports needed to analyze specific issues and problems.

Other duties as assigned

At All Times
- Demonstrate behaviors that are in line with the User Friendly Principles (P530C) and Principles of Conduct for a Multi-Cultural University (P30D)
- Demonstrate safe work practices for oneself, others and the office environment.

Minimum Qualifications*
In addition to Position Skill Level I knowledge and skill requirements, work assignments typically require:

- Comprehensive and detailed knowledge of the university infrastructure, policies, and procedures.
- Thorough mastery of English grammar, punctuation, and spelling.
- Expertise in using office software packages, technology, and systems.
- Ability to interpret and apply policies and procedures independently, and use judgment and discretion to act when precedents do not exist.
- Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.
- Ability to understand problems from a broader perspective and anticipate the impact of office administration problems and solutions on other areas.
- Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.
- Ability to perform business math, analyze budgetary data, and make accurate projections requiring some inference.
- Ability to effectively write and present own reports.
- Ability to effectively handle interpersonal interactions at all levels and handle highly sensitive interpersonal situations.
- Ability to use negotiation and persuasion skills to achieve results and expedite projects.

Preferred Qualifications
- Ability to handle multiple situations under demanding situations.
- Ability to interpret a broad variety of university/departmental policies and procedures, and apply these to operational/service situations often occurring simultaneously. Communicate decisions and direction clearly and effectively.
- Knowledge of construction and maintenance terminology, practices and procedures. Ability to translate service requests into skilled trade terminology.
- Ability to make analytical database queries and effectively use the resulting data for making informed decisions.

Core Competencies - embody the following competencies:
- Bias toward collaboration and teamwork.
- Effective oral, written and nonverbal communication skills.
- Customer/Client Focus with an emphasis in problem solving and resolution.
- Personal effectiveness and credibility as demonstrated by interpersonal and professional confidence.
- Diversity and inclusion.

License/Certification Required
Must possess a valid California Driver's License. Position requires the use of state vehicle to attend events and visit off campus locations during work hours.

Environmental/Physical/Special
- Moving boxes of paper weighing up to 50 pounds is required.
- Working in an open office environment.
- May be required to work alone during designated work schedule.
- May be considered "essential personnel" during periods of campus operational disruptions, such as power outages, minor and/or major natural disasters, etc.

Pre-Employment Requirements
This position requires the successful completion of a background check.

Benefits
Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employees.

CSUEU Position
Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

How To Apply
**THE ONLINE RECRUITMENT SYSTEM WILL ALLOW ONLY ONE FILE ATTACHMENT FOR EACH SUBMISSION**

Submit an online application and upload in one file attachment your resume, cover letter, describing your specific qualifications for each position AND three (3) professional references who can comment upon your education and/or job related experience.

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.
Closing Date/Time: Open until filled