Customer Service Representative
Job Title: Customer Service Representative
Job ID: 24088
Full/Part Time: Full-Time
Job Code: 1035, Range 1
Department: Administrative Services
About the Position
The Customer Service Representative provides a full range of front desk and administrative support while adhering to procedural and operational guidelines within the Facilities Development and Operations Department. The position maintains accurate data records for all service desk communication forms and telephone lines during regular operating hours, Monday through Friday 8:00 am to 5:00 pm. The duties of this position require exceptional people skills including diplomacy and tact as they will be responding to customer requests, complaints, and time sensitive needs. Additionally, this position requires exceptional organizational skills as all communications and activities must be quickly and accurately recorded despite constant interruptions from requests made by the campus community and interdepartmentally.
Responsibilities include but are not limited to the following:
1. FD&O Front Desk Customer Service
-Responsible for the operating of central telephone lines, receiving all incoming calls including any related to maintenance and repair needs for the SJSU Campus.
-Greet and identify visitors and inform appropriate level of management or department.
-Determine the scope and degree of urgency for emergency service/work requests and radio dispatch Do-It-Now (DIN) Technicians on type of problem that is presented.
-Assist and train customers on using the web-based iService request for non-emergency maintenance and repair calls.
-Answer questions regarding routine and procedural information related to maintenance, repair, or project services.
-Exercise tact and judgment in dealing with incoming calls and must be able to handle emergency situations with calmness and dispatch accordingly.
-Ask pertinent questions in order to dispatch assistance; notify the unit, shop and/or crew personnel and supervisors of problem.
-Receive, record, and dispatch general and emergency information quickly, clearly, and accurately using computerized systems and databases for input and retrieval of data.
-Assist in scheduling requests for building shut downs and send customer notifications quickly to all necessary parties.
2. Key Distribution
-Responsible for key distribution and collection of returned keys.
-Prepare, review, correct any missing/inaccurate information and submit key requests to Lock shop on a daily basis for processing.
-Receive reviews to ensure all keys requested were provided by the lock shop and files key pickup slips.
-Notify requestor via email once the keys are ready for pick up after reviewing to ensure all keys were included.
-Respond to all key status inquiries, communicates with Lock shop staff regarding urgent matters.
-Maintain and update key issuance log daily.
-Ensures that all fulfilled requests are scanned and electronically filed.
-Enter key requests and returns into TMA system daily to and ensures accurate data.
3. Provide back-up for Dispatch
-Process all customer requests, including but not limited to service requests, work orders, projects, preventive maintenance and charge-backs, and make required entries on the CMMS database.
-Maintain and update status of work orders on the CMMS database.