Director of Customer Relations
Salary: $75,400 - $130,200
Title: Director of Customer Relations
Category: Management and Professional
Department: Plant Services
Date Posted: 08/18/2017
Position Information: The Director of Customer Relations is a member of the UCR Facilities Services leadership team and is responsible for managing the day-to-day operations of the Customer Relations unit. Provides leadership and oversight to a staff of five (5); ensures delivery of a customer experience that is responsive, engaging and adaptable for all members of the campus community. Responsible for independently managing customer outreach programs and relationship development on behalf of Facilities Services; develops a team of individuals to possess extensive knowledge about service offerings and streamlines processes such as work intake, reception, follow up, work routing and customer outreach/engagement. Creates feedback mechanisms to measure progress in work completion, variation in standard completion times, job aging and other metrics that will drive high completion rates, efficient resource utilization and customer satisfaction. Coordinates quality assurance and oversight services for intake and workflow. Regularly performs professional level administration and management of the FS Customer Relations program including independent development and outreach to a variety of customers at multiple levels throughout the University. Responsible for setting and achieving program goals. Has delegated authority to establish policies, and methods for outreach efforts for external customers as well as internal cross-functional efforts that influence customer service provision. Ensures continuity of communication and is responsible for communicating updates, changes, needs and impacts to internal and external stakeholders. Organizes and leads collaboration and communication efforts with external partners and internal departments to ensure organizational communication and cooperation. Positively promotes the organization by demonstrating a high level of professionalism and support for organizational values and expectations. Facilities Services is one of the largest departments at UC Riverside employing nearly 400 career employees. Facilities Services provides exceptional service in maintaining an environment conducive of teaching, learning, living, working and research for the entire campus community. The department maintains buildings, facilities and landscape totaling over 6 million square feet across 1,350 acres of campus. We are a team of service oriented professionals focused on exceptional client engagement, continuous improvement and development opportunities. **UC Riverside career employees who have passed their probationary period will receive priority consideration for this position. If a qualified pool of internal candidates is not identified, qualified external candidates may be considered at the discretion of the hiring department.**
Minimum Requirements: Strong verbal and written communication skills; ability to influence/persuade all levels of staff.
Proven skills to quickly evaluate complex issues and identify multiple options for resolution.
Skills to work collaboratively with departments. Demonstrated management and conflict resolution skills to effectively lead and motivate others.
Proven ability to organize department work functions in an efficient and effective manner.
Skills in organization and customer service to effectively manage multiple important priorities.
Broad knowledge and experience in customer service.
Leadership skills to mentor and develop professional staff.
Knowledge of human resources procedures, including staffing, hiring, training, disciplinary action, termination, and performance management.
Demonstrated knowledge using computer and software programs. Ability to collect, analyze and summarize data to provide meaningful metrics or reporting for various level of reviewers in an organization.
Ability to determine objectives, direct programs, develop strategies and policies for UCR Facilities Services' Customer Relations.
Skill to develop and implement creative ideas and/or solutions to solicit customer feedback, service improvements, service offerings and communication strategies.
Ability to act as an advocate or ambassador to develop and maintain the Facilities Services brand throughout the campus community.
Skill to maintain and manage website with all current information on service offerings, emergency communications, work order submission, client feedback and contact information.
Working knowledge of various social media platforms to develop and maintain the Facilities Services brand and share information. Solid understanding of what type of content works best on each platform in order to optimize content accordingly
Preferred Qualifications: Possesses advanced analytical, technical and problem-solving skills and abilities and a strong awareness of larger team/department strategies and customer needs.
Knowledge of relationship management principles, practices and relevant methodology to facilitate strategic customer relationships.
Additional Information: In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities'air, water, energy, transportation, politics, the arts, history and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
- Washington Monthly (August 2016) ranked UC Riverside 12th in the nation in its annual University and College Survey. \
- Education Trust placed UC Riverside 9th in the nation for closing the graduation gap between black and white students by 1.7 percentage points.
- In QS World University Rankings 2016/2017, UC Riverside's Department of Philosophy is #1 in the world for the frequency with which published papers are cited by other philosophers.
- U.S. News and World Report Survey (September 2016) ranked UC Riverside 118th overall; earns "Great Schools, Great Prices."
- Shanghai Jiao Tong University (August 2016) Academic Ranking of World Universities ranked UC Riverside among the top 151 to 200 institutions. This survey bills itself as "the most trustworthy precursor of global rankings of the world's top 500 universities."
- U.S. News and World Report's Best Graduate Schools (2016) including:
- Graduate School of Education - 62nd among ranked schools
- Bourns College of Engineering - 71st among ranked schools
For information about our generous employee benefits package, visit: Employee Benefits Overview