DESCRIPTION

As a member of the Housing, Dining, Hospitality (HDH) Customer Service Center (CSC) team, provide support to HDH customers in the operation, maintenance, custodial and information systems work in departmental buildings, utility systems and custodial functions. Accept, analyze, suggest solutions for, refer, and dispatch trouble calls. Assess urgency, nature, level, and type of problem. Identify and advise customers of unusual problems that may harm the environment, people, or programs, and coordinate appropriate emergency response. Resolve, coordinate, and follow up on internal/external service requests, delays, and complaints. Using MAXIMO maintenance management software, initiate and track work orders, monitor jobs in progress, and compile reports. In conjunction with supervisor plan new customer service strategies and work processes that promote continuous service improvement. Enter and track work orders and billing information through MAXIMO maintenance management system. Analyze information from requestor to properly create, prioritize and categorize work requests. As time allows and operational needs require, provide back- up administrative assistance to other Property Operations, and Planning (POP) Business Office operations to include but not limited to filing, payroll, ordering of supplies, processing of bids and invoices, auditing, and lock and key coordination. 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 in the midst of 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. Currently, 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, as well as 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, each unique individual with their 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

MINIMUM QUALIFICATIONS

• Organizational, writing, and mathematical ability to accurately and efficiently complete general administrative work
  
• Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriate work order.
  
• Ability to build and maintain customer relations through a professional approach to handling 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 manner in handling a variety of calls.
  
• Proven ability to demonstrate mature judgment, confidentiality, diplomacy, and flexibility to promote and to maintain positive working relationships and job effectiveness.
  
• Proven communication skills, both verbal and written, 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 accuracy of grammar, punctuation, and spelling.
  
• Ability to fully analyze assignments, to gather data and information, and to work with tact and diplomacy with all members of the campus community.
  
• Ability to operate standard office equipment, i.e. computer, 10-key, various printers, fax machine, copy machine, and scanner.
  
• Proven ability in data entry, database-work order management, word processing, Microsoft Access, Excel, Outlook, and Word.
  
• Ability to input a high volume of complex data accurately and within pre-established deadlines.
  
• Ability to manipulate the data base to analyze data and produce requested reports.
  
• Ability to maintain acceptable work habits, demeanor, attention to detail, punctuality and regularity of attendance.
  
• Demonstrated ability to effectively interpret and follow instructions and complete accurately assignments which require a high level of detail.
  

SPECIAL CONDITIONS

Background check required