Customer Service Operations Specialist

San Francisco State University - San Francisco, CA4.2

Full-time$71,000 a year
EducationSkillsBenefits
Working Title
Customer Service Operation Specialist

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.

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 - Central Support Services

Appointment Type*
This is a one year probationary position.

Time Base*
Full-Time (1.0)

Work Schedule*
Monday to Friday; 8 a.m. to 5 p.m.

Anticipated Hiring Range*
$5,500.00 - $5,900.00/monthly (66,000.00 - $70,800.00 annually)

Salary is commensurate with experience.

Position Summary*
Reporting to the Director - Central Support Services (CSS), Customer Service Center, the incumbent directs, and participates in the Facilities Services Customer Service Center daily operations. As part of the day to day operational oversight, the incumbent oversees four (4) service center staff and student assistants ensuring for a matching of available and appropriate resources to effectively respond to campus/housing emergencies, operational changing priorities, customer service needs. This position is responsible for oversight of work order operations and the key issuance process; analyzing and updating of operational procedures and services pertaining to the unit, including recurring trends, problems, service issues, and other items that impact Facilities Services operations, identifying staffing, and program efficiencies, and providing recommendations for service improvement(s). In collaboration with the Director of CSS, the incumbent will conduct weekly collaborative, consensus building meetings with staff and stakeholders to coordinate customer requests, as well as performs general clerical, administrative, or technical assignments incidental to the requirements of this position.

The incumbent will act as the primary liaison between campus stakeholders, and Facilities Services for the purposes of response to a wide variety of service, repair, and project requests in a multi-campus environment. Serves as primary point of contact at Facilities Service center during emergency situations, including coordination of response by service center staff. This will include providing information to the campus community, with regard to status of any planned and emergency service outage notifications.

Under the direction of the CSS Director, will assist with the financial process that provides for full recovery of all costs associated with recharge work performed by Facilities Services under the requirements of applicable CSU Executive Orders.

Position Information
Customer Service Center Oversight
Directs day-to-day operation of the Facilities Services Customer Service Center and assigned personnel
Oversee the unit in the intake, assessment, and recording of service requests via telephones, online web page, email, voice mail, etc. Incumbent will directly advance such as necessary
Ensure operation is appropriately determining urgency of service and directing to the appropriate skilled trades person, response team, and/or Facilities Services shops, utilizing own judgment and knowledge of the physical plant
Provides guidance to the Customer Service Coordinators on the processing of requests
Provides current status of pending, ongoing, and completed service requests and work orders to campus constituents
Provides guidance, training, and support to the Customer Service Coordinators, Facilities Coordinators, Student Assistants and other assigned staff on the optimum utilization of the Computerized Maintenance Management System (CMMS). Provides support on the production of work management, access control and recharge transaction reports for the purposes of trend, and production data analysis
Reviews the closure of CMMS work orders and projects for accuracy and completeness and promptly notifies management of any CMMS related issues.

Communicating with campus constituents
Responds to inquiries from the campus community concerning Facilities Services, communicating customer concerns to appropriate managers, supervisors, and responsible officials
Provides campus-wide communications for Facilities Services work order or other Facilities Services project statuses, as appropriate
Serves as a primary point of contact & communication coordination for Facilities Service Center during campus emergencies.

Urgent & Emergency Response
Immediately dispatches appropriate trades or service person to perform urgent or immediate response work requirements. Notifies the appropriate managers and supervisors of the immediate response work requests
Monitors the immediate response of shop personnel and takes appropriate action to correct any discrepancies
In the event of campus emergencies, obtains and documents emergency incident details from parties, that include, but are not limited to the Chief Engineer, FS technical staff and FS Leads and provides updates to FS Management accordingly
Where appropriate, and in conjunction with the Director of CSS, the incumbent will coordinate, document and advance the necessary documented FEMA eligible submissions associated with financial aid for campus disaster recovery events

Managing access control process
Monitors key requests processed by the Customer Service Coordinators and provides guidance, as required. This includes monitoring of the key accountability system, auditing for key request completion, and reporting discrepancies to the appropriate higher level managers as appropriate
Produce reports for lost keys and of current assigned keys by University College, departments, office, or work unit, as well as by responsible individual

Customer Support Services Operational Initiatives
Initiate and supports the development and implementation of programmatic operational initiatives in order to optimize best practices

Other duties as assigned

Minimum Qualifications*
General knowledge and skills in the applicable administrative and/or program field with a foundational knowledge of public administration principles, practices, and methods. This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs
Thorough knowledge of and ability to apply extensive expertise to complex programs and/or administrative specialties, including pertinent laws and regulations
Demonstrated expertise in and advanced knowledge of the principles, problems, and methods of public and business administration and operational and fiscal management
Expertise in administrative survey techniques, operations and systems analysis, statistical and research methods, and the ability to interpret and evaluate results to develop sound conclusions and recommend new or revised policies
Ability to understand problems from a broad, interactive perspective and discern applicable underlying principles to conceive of and develop strategic solutions
Ability to work with representatives from public and private entities and handle potentially sensitive situations. Demonstrated consultative skills in working with internal and external constituent groups
Ability to effectively present ideas and concepts in written or presentation format and use consultative and facilitation skills to gain consensus.

Preferred Qualifications
Experience working with skilled trades (Custodial, Laborers and Grounds operations)Thorough knowledge of service delivery practices of Facilities Customer Service Center in a
large organization
Thorough knowledge of University policies, procedures, and regulations pertaining to the physical plant and emergency response conditions
Ability to interpret and apply a wide variety of complex procedural and policies in a public higher education environment.
Demonstrated experience working directly with Computerized Maintenance Management Systems (CMMS) in the delivery of services in a maintenance or construction environment
Demonstrated experience overseeing staff

Core Competencies - embody the following competencies:
  • Bias toward collaboration and teamwork.
  • Effective 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, unrestricted California Drivers License.

Environmental/Physical/Special
Work schedules for this position may vary in order to accommodate the operational needs of the University, and may include weekends and holidays. Incumbent may be called in to work in case of emergencies. Currently, Facilities Service Center caters to the needs of campus constituents all year around from 8 am to 12am (midnight each day)

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.

Application Deadline
Open Until Filled.

Review of applications to begin November 12, 2018.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.