Job Description

Payroll Title:
BLANK AST 3
Department:
FACILITIES MANAGEMENT
Hiring Pay Scale
$26.16 - 27.36 per Hour
Worksite:
Campus
Appointment Type:
Career
Appointment Percent:
100%
Union:
CX Contract
Total Openings:
2
Work Schedule:
Days, 8 hrs/day, Mon-Fri

#129086 Customer Relations Assistant

Filing Deadline: Wed 4/17/2024

UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

UCSD Layoff from Career Appointment: Apply by 4/8/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 4/17/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

The Customer Relations Department of Facilities Management (FM) is a dynamic, fast-paced office with constantly changing priorities. Under direction, responsible for all administrative aspects of first line, front-end support to campus customers in need of Facilities Management services, including the determination of procedures, selection of methods, and implementation of policy applications. Provide administrative support to campus customers and all FM divisions pertaining to campus-related maintenance and service issues. Receive, evaluate and route 275+ calls, online work orders, emails and face-to-face customer contacts daily following established departmental policies and procedures. Assess urgency, nature, level and type of problem. Identify and advise customers of unusual problems that may cause life safety and coordinate appropriate emergency response. Resolve, coordinate and follow up on internal/external service requests, delays and complaints. Using Maximo maintenance management software, monitor jobs in progress. Promote continuous service improvement by analyzing new customer service strategies and work processes.

Act as liaison between Communications Manager and FM in providing information to post on Blink, maintaining communication and providing regular status updates to Customer Relations Manager and affected areas of the campus community until emergency is resolved. Generate billing reports, respond to customers’ inquiries regarding bills and/or work orders. Maintain, manage and track all administrative aspects of the Key Checkout/Key Control program by creating and implementing policies to improve and ensure the physical security of FM buildings and assets. Responsible for training all incoming and current staff in the Customer Service Center. Training includes but not limited to database entries, answering the telephone, dispatching radio calls, and how to handle emergency situations. Assists management with special projects; researching, analyzing and independently solving administrative and operational problems.

May be required to work overtime.

QUALIFICATIONS

  • Substantial experience fielding a high volume of customer service calls and email requests and entering a high volume of data within pre-established deadlines.

  • Demonstrated experience providing/coordinating customer relations assistance in a large, complex and inter-dependent organization.

  • Demonstrated experience working on a customer service team; demonstrated ability to take ownership of customer requests and improve service delivery.

  • Demonstrated experience operating a variety of communication hardware such as: cell phone, two-way radio and electronic mail.

  • Demonstrated experience operating and manipulating database structures; running queries, adding, editing and deleting records to update database content.

  • Through knowledge and demonstrated skill and experience effectively operating word processing, database and electronic mail software such as MS Word and Outlook; ability to generate and run basic software reports.

  • Proven ability to uncover the important and relevant information about a problem through effective customer interface, conversation and questioning.

  • Effective use of independent judgment, tact, diplomacy and flexibility in screening and triaging requests with all members of the campus community.

  • Ability to communicate sound judgment and respond quickly to urgent and sensitive situations.

  • Ability to build and maintain relationships within and across organizational boundaries.

  • Effectively communicate verbally, in writing and electronically in a clear, understandable and professional manner. Maintain proficiency at current level.

  • Ability to withstand the high pressure of a fast-paced job in an environment of changing priorities.

  • Ability to recommend procedural changes to and prepare updates for reference manuals.

  • Continually update knowledge through appropriate courses, seminars, publications and contact with others in the field.

SPECIAL CONDITIONS

  • DOJ/FBI background checks and clearance required prior to hire.
  • DMV records check and clearance required prior to hire.
  • Must possess and maintain a valid CA Driver License.

Pay Transparency Act

Annual Full Pay Range: $40,700 - $81,850 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $19.49 - $39.20

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).


If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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