Job Description

Payroll Title:
BLANK AST 3
Department:
HOUSING
Hiring Salary Range
$24.68- $25.81 / Hour
Worksite:
Campus
Appointment Type:
Career
Appointment Percent:
100%
Union:
CX Contract
Total Openings:
1
Work Schedule:
8 hrs/day, 11:00am to 7:30pm

#118488 Customer Service Coordinator

Extended Deadline: Fri 10/7/2022

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

UCSD Layoff from Career Appointment: Apply by 08/29/2022 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 09/07/2022. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

As a member of the Housing Dining Hospitality Customer Service call center will independently evaluate data, monitor quality control, and review service trends within Property Operations & Planning. Analyze and review 200 daily work orders for quality assurance, accuracy, and problem identification. Analyze data and prepare reports for management. Develop financial and logistical graphs, pivot tables, and flow charts to present to management teams throughout campus using data from Maximo reports, Solidus phone system, Fix it Surveys, financial link, SharePoint, and other computer systems. Independently oversee, manage, track, and respond to Customer Service Center Fix It Surveys. Assists management with special projects; researching, analyzing, and independently solving administrative and operational problems. Responsible for training all incoming and current staff in the Customer Service Center. Training includes but is not limited to database entries, answering the telephone, dispatching radio calls, and handling emergency situations. Responsible for coordination of vehicles and scooters in POP division. Responsible for maintaining inventory of radio coordination system. Act as a liaison between management, vendors, and contractors.

Accept, analyze, suggest solutions, and refer trouble calls. Assess urgency, nature, level and type of problem. Identify and advise customers of unusual problems that may cause life safety and coordinate appropriate emergency responses. 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.

Housing Dining Hospitality (HDH) is a self-funded, large and complex campus department consisting of 7 divisions, with over 700 career employees, 1000 to 1200 student employees and an annual operating budget greater than $200 million. HDH provides housing for approximately 18,000 undergraduates, grad students, faculty, staff, and their families in over 400 buildings covering over 8 million sq. ft. HDH is implementing an aggressive building plan which added 10,000 new beds in the next 10 years and will almost double our square footage by 2032.

HDH houses 38% of UCSD’s enrolled students with a goal of housing 65% by 2032. HDH provides maintenance and repair, contract meals/meal plan management, retail food service, conference services, and catering services to residents, students, faculty, staff, and campus visitors.

Housing/Dining/Hospitality commits to facilitating an equitable, diverse and inclusive environment, fostering a sense of belonging for our students and staff. As HDH, we understand that each unique individual with varied thoughts and experiences is what makes our department strong. Aligning with UC San Diego’s Office for Equity, Diversity, and Inclusion strategic goals, Housing/Dining/Hospitality is proud to promote and create opportunities for greater equity, diversity, and inclusiveness within our division.

QUALIFICATIONS

  • Demonstrated experience revising and implementing standard processes, guidelines, and procedures.

  • Prior experience in providing on-the-job training and small group training.

  • Skill in managing projects by planning, organizing, prioritizing, and monitoring work to deliver a specific output.

  • Proven ability in data entry, database-work order management software, desktop publisher, spreadsheet, e-mail, and word processing such as Microsoft Suite.

  • Strong creative and analytical skills to provide solutions that address issues within all functional areas of responsibility.

  • Ability to accurately and accurately input a high volume of complex data within pre-established deadlines. Ability to manipulate the database to analyze data and produce requested reports.

  • Organizational, writing, and mathematical ability to accurately and efficiently complete general administrative work such as filing, payroll, ordering of supplies, processing of bids and invoices, auditing, lock and key coordination, correspondence, inventory, and documentation of administrative procedures and practices

  • Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriate work orders. Ability to build and maintain customer relations through a professional approach to customer service needs and problems.

  • Ability to independently analyze situations and problems, identify issues and make effective decisions or recommendations within established procedures. Ability to communicate sound judgment and respond quickly to sensitive and urgent situations

  • Demonstrated ability to work efficiently in a busy, service-oriented office atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities while meeting deadlines. Ability to work with other staff personnel in a positive, team-oriented manner.

  • Excellent interpersonal skills including tact, confidentiality, diplomacy, and flexibility; excellent telephone handling various calls. Proven ability to demonstrate mature judgment, confidentiality, diplomacy, and flexibility to promote and to maintain positive working relationships and job effectiveness.

  • Proven verbal and written communication skills, including knowledge of correct English grammar, spelling, punctuation, and usage, with the ability to compose letters and memoranda utilizing appropriate formats and styles while proofing work to ensure grammar, punctuation, and spelling.

  • Ability to maintain acceptable work habits, demeanor, attention to detail, punctuality, and regularity of attendance.

SPECIAL CONDITIONS

  • Job offer is contingent upon satisfactory clearance based on background check results.
  • Alternate shift hours to include days, nights, and weekends.
  • Work shifts may vary from time to time based on operational needs.
  • Overtime may be required.
  • Vacation may not be taken the Wednesday before move-in of Fall quarter through the 2nd week of school.
  • Must have a valid California driver's license and participate in the DMV pull program.

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

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

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