Customer Relations Assistant 2 - 109489
#109489 Customer Relations Assistant 2Filing Deadline: Tue 2/1/2022
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
This position will remain open until filled.
UCSD Layoff from Career Appointment: Apply by 05/21/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 06/01/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Under supervision, provide administrative support to campus customers with 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. Conduct fact-finding dialog with campus customer to identify important and relevant information to assess urgency, nature and level of problem. Determine priority level of request, threat to person or property, urgent request or a high or medium priority. Gather data to route service request to appropriate Facilities Management (FM) shop.
Follow established departmental protocols to monitor response to major campus emergencies such as, but not limited to, elevator entrapment, main water breaks, power outages, by maintaining ongoing communication with affected customers and FM staff. Provide information to Communications Manager to post on Blink using departmental templates. Maintain communication to provide regular status updates to Customer Relations Manager until emergency is resolved.
Generate work orders using Maximo, a database work maintenance management system. Enter details on work to be completed, define location and obtain required billing/recharge information from customer. Route service requests to the appropriate FM shop. Update and track work orders in Maximo. Review work order status in Maximo and gather information for basic analysis to summarize information detailing jobs in progress, backlog status and completed work orders. Respond to inquiries and provide work order costs as requested by customers, FM Sr. Staff, Superintendents and Shop Personnel.
Generate basic reports to respond to customers with questions about their bills; customers requesting all work orders generated within a specific date range; queries for open work orders by FM shop for historical purposes and queries for customers regarding completed work orders. Provide administrative support for the Campus Key Control process managed by FM Lock Shop. Receive key authorization forms for temporary and permanent key requests. Verify data based on standard procedures to issue keys; prepare work orders for processing by FM Lock Shop.
- May be required to work overtime.
Demonstrated experience providing and coordinating customer relations assistance in a large, complex and interdependent organization.
Experience fielding a high volume of customer service calls and email requests and entering a high volume of data within pre-established deadlines.
Experience working on a customer service team; ability to take ownership of customer requests and improve service delivery.
Proven ability to uncover the important and relevant information about a problem through effective customer interface, conversation and questioning.
Experience operating a variety of communication hardware such as: cell phone, two-way radio and electronic mail.
Proficient 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.
Strong experience operating and manipulating database structures; running queries, adding, editing and deleting records to update database content.
Effective communication skills. Effectively communicate verbally, in writing and electronically in a clear, understandable and professional manner. Maintain proficiency at current level.
Ability to continually update knowledge through appropriate courses, seminars, publications and contact with others in the field. Ability to recommend procedural changes to and prepare updates for reference manuals.
Ability to communicate sound judgment and respond quickly to urgent and sensitive situations. Ability to withstand the high pressure of a fast-paced job in an environment of changing priorities.
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 California Driver License.
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
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.