Skip to main content

This job has expired

Customer Service Specialist (November 2019)

Employer
Washington and Lee University
Location
Lexington, VA

View more

Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Customer Service Specialist (November 2019)

Location:
Lexington, VA
Open Date:
Nov 6, 2019
Close Date:
Dec 2, 2019
Description:

This position is a key interface between campus customers and all services performed by University Facilities. Accepts all requests for service, directs these requests as appropriate, keeps all parties involved informed of status and confirms final completion and customer satisfaction. Keeps the computerized maintenance management system (CMMS) up to date. Generates weekly and monthly CMMS reports under the direction of the Facilities Service Desk Supervisor. Provides departmental clerical, administrative and/or computer support.

To achieve our mission as a liberal arts college, we continually strive to foster an inclusive campus community, which recognizes the value of all persons regardless of identity. University Facilities is committed to contributing to a campus environment that is rich with cultural, social, and intellectual diversity.

STATUS: Full-time, 12 Month, With Benefits
WORK HOURS: Varied, normal hours 8:30 a.m. - 4:30 p.m. Monday - Friday
FLSA: Non-Exempt
MINIMUM PAY: $ 18.50 / hour

Essential and Related Functions:

  • Highly visible role that leads University Facilities' efforts to anticipate the needs and exceed the expectations of its customers.
  • Receives electronic, email and telephone work requests from the campus community on a daily basis.
  • Enters and issues work orders, identifying the proper work action, priority and assigns to the appropriate shop.
  • Tracks progress of open work orders, contacts customers for any required follow up information and provides updates of interim status.
  • Closes all completed work orders after reviewing them for data completeness - labor, material and other costs, completion date, and additional notes deemed necessary to understand the scope of the work. Scans and links completed work orders in the document management system.
  • Under direction of the Facilities Service Desk Manager, maintains and issues automatically generated preventative maintenance requests.
  • Knowledgeable and able to update and maintain a complex computerized maintenance management system (CMMS) employed by the University. This includes, but is not limited to, maintaining work order, asset and material inventory records.
  • Follows-up on regular basis with key customers to assure satisfaction and anticipate further needs.
  • Answers telephone, routes calls, greets and assists visitors, distributes mail.
  • Attends training sessions and/or seminars as required to maintain or enhance skills that may be required for the successful operation of University Facilities.
  • Performs other tasks as directed to support the business operations of the department including some administrative functions.

Required Competencies:

  • Plan and Coordinate - Identifies problems that may affect completion of tasks and takes appropriate action that requires only routine reviews by supervisors. Sets an example, by demonstrating care in the use and maintenance of the University resources (e.g., workspace, equipment, tools, etc.). Identifies problems, evaluates alternative courses of action and makes logical decisions to resolve the issue.
  • Technical Skills - Demonstrates advanced skills and experience through knowledge of own responsibilities and understanding of interdependent University functions and services. Able to resolve complex tasks or problems independently and is comfortable with modifying routine processes to resolve situations. Makes a point to learn from mistakes, failures and successes to improve in future assigned responsibilities. Demonstrates willingness to participate in relevant development programs that build on own knowledge and skills.
  • Results Focused - Demonstrates the ability and willingness to change plans when an existing approach proves ineffective. Sets high standards and works to exceed prevailing standards in own area of work. Shows willingness to seek out and accept increased responsibilities Creates or modifies procedures to more effectively meet requirements of own job.
  • Communication and Relations - Makes a point to clarify understanding of requests and requirements to prevent miscommunication. Able to control feelings and emotions from interfering with effective and prompt response to other's needs. Is conscious that people from different ages, genders and cultures do things differently and makes an effort to understand rather than judge.
  • Teamwork/Team Development - Often contributes to work group's objectives beyond one's own tasks or priorities. Respectful of conflicting points of view and is not resistant or defensive when differing views are expressed. Actively participates in internal and external meetings/group activities to establish productive working relationships.

Qualifications:

Minimum Qualifications:
High School Diploma required, college coursework preferred. Must have a minimum of three (3) years help desk or customer service experience or a combination of education and experience from which a similar skill set would be obtained. Intermediate knowledge of Microsoft Word and Excel are required, experience with Outlook is desired. Must have excellent customer service and interpersonal communication skills, as well as a demonstrated ability to successfully plan, organize and complete work by assigned deadlines. Good verbal and written communications skills, including the ability to clearly express ideas is essential. Must be able to work successfully in a team environment.

Preferred Qualifications:
- Experience with computerized maintenance management systems.
- Previous experience in building maintenance or construction services.
- Proficiency in Microsoft Access.
- Associate's degree.

Physical Requirements:

Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling.
Grasping: Applying pressure to an object with the fingers and palm.
Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Working Conditions:
- The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).
- The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

Types of Work:
Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.


Application Instructions:

Review of applications begins on November 22, 2019 and will continue on a rolling basis until the position is filled. Please submit cover letter, resume and the online application forms. Please include names and contact information for three professional references in the application form.

Organization

About W&L
Washington and Lee University is a nationally ranked, private liberal arts institution located in
Lexington, Virginia. W&L integrates the rigorous inquiry and critical thinking of a liberal arts
curriculum with nationally accredited undergraduate programs in business and journalism, and
a graduate School of Law. Our academic units are strengthened by meaningful collaborations,
all in the service of the university’s mission.
With an undergraduate enrollment of approximately 1,860, our small size enables students to
find mentors and develop personal relationships across campus. W&L is committed to
institutional citizenship. We regard liberal arts education as an important public good, of value
not only to our students and alumni, but also to the larger communities in which we live.
Our Mission
W&L provides a liberal arts education that develops students’ capacity to think freely, critically,
and humanely and to conduct themselves with honor, integrity, and civility. Graduates will be
prepared for lifelong learning, personal achievement, responsible leadership, service to others,
and engaged citizenship in a global and diverse society.
Our Community
W&L is the ninth-oldest institution of higher education in the U.S. and is located in the scenic
Shenandoah Valley. We are a modern university located on a beautiful and historically
significant campus.
Our most valuable asset is the quality of our vibrant and welcoming community. Our faculty are
devoted teachers and scholars who uphold the highest academic standards and take a personal
interest in the lives of their students. Our staff takes pride in knowing that each individual
makes important contributions to the success of the university. Our alumni are extraordinarily
loyal and generous to their alma mater.
Our commitment to Diversity, Equity, and Inclusion affirms that diverse perspectives and
backgrounds enhance our community. The university is committed to the recruitment,
enrichment, and retention of faculty and staff who embody many experiences, cultures, points
of view, interests, and identities.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert