Customer Service Specialist

Location
San Jose, CA
Posted
Dec 05, 2018
Institution Type
Four-Year Institution

Job ID: 24776
Full/Part Time: Full-Time
Regular/Temporary: Regular
Job Code: 1035
Department: Administrative Services

Compensation

Classification: Adminsitrative Support Coordinator I
Salary Range: $2846/month - $4,998/month
FLSA status: Non-Exempt

San Jose State University offers employees a comprehensive benefits package. For more information on programs available, please visit http://www.sjsu.edu/hr/benefits/

About the Position

This position is responsible for coordinating the administrative and operational objectives of a customer service center for receiving, processing and tracking all customer requests by Facilities Development and Operations personnel and the campus community. 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:

- Responsible for operating central telephone lines, receiving all incoming calls, including any related to maintenance and repair needs for the SJSU Campus.
- Dispatch calls to trades staff, tracks both outgoing and incoming call. Ensure all calls have been dispatched and responded to each day.
- Receive and process customer service requests and/or work orders received in person, correspondence, telephone, fax, web page or email.
- Must ask pertinent questions in order to dispatch assistance; ability to analyze emergency situations accurately and take proper action; ability to think and act quickly in emergencies with effective and efficient communications; 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.
- Review data inputted from Supervisor, Leads and Staff to ensure accuracy and consistencies in the CMMS Database. This will be reviewed daily.
- Responsible for key distribution and collection of returned keys.
- Prepare, review, correct any missing/inaccurate information and submit key requests to Lockshop on a daily basis for processing.
- Prepare, review, correct any missing/inaccurate information and submit key requests to Lockshop on a daily basis for processing.

Education and Experience

Completion of a high school program, technical/vocational program, or their equivalents combined and two years of related office work experience.

Preferred Qualifications

Two years of experience in customer service in a front office, maintenance or construction dispatching, or phone reception with heavy call volume is preferred.

Knowledge, Skills & Abilities

- A general knowledge of Facilities Development and Operations Dispatch Center
- Ability to handle multiple priorities and manage multiple situations while under duress.
- Demonstrate knowledge of computer applications: MS Word, Excel, Access, PowerPoint, Internet tools.
- Ability to learn and use PeopleSoft software application, Key Card Database, Web TMA, and other databases as deemed necessary.
- Thorough knowledge of English grammar, business writing, punctuation, and spelling. Ability to compose and appropriately format correspondence and reports.
- Ability to perform standard business math, such as calculating ratios and percentages, tracking financial data, and making simple projections.
- Must possess excellent customer service and public relations skills.
- Knowledge of or ability to learn Computer Maintenance Management Systems software or comparable facilities management information system and/or work tracking system software.
- Ability to learn the operations of the Facilities Development and Operations Department as they relate to the campus physical plant and the campus academic activities.

Posting Date

October 5, 2018

Application Screening

Application Screening begins October 24, 2018
Applications received before that date will receive first consideration.

This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Required Application Material:

Resume
Letter of interest
List of References
Complete SJSU Online Employment Application

Please note that failure to completely fill out each section of the online application may result in your application not receiving consideration.

Note To Applicant

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS)

All San Jos State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Equal Employment Statement

SJSU is an Equal Opportunity Affirmative Action employer. We consider qualified applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity/expression, sexual orientation, genetic information, medical condition, marital status, veteran status, or disability.

It is the policy of SJSU to provide reasonable accommodations for applicants with disabilities who self disclose.

Contact Information

One Washington Square San Jose, CA 95192-0046
Phone: 408-924-2250

PI106017095

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