Customer Service Coordinator (Administrative Support Coordinator I), Facilities Management – Temporary (532722)
Under the general direction of the Interim Associate Director, the Customer Service Coordinator performs work assignments that typically include the Coordination of Administrative, Clerical, and Customer Service-based functions in support of Facilities Planning and Management Operations.
Responsibilities include, but are not limited to:
- Coordinate administrative and operational objectives of Facilities Service Center on behalf of the Facilities Planning and Management Department and the campus community.
- Receive, process, and track customer service requests and/or work order requests received in person, by written/typed form, by telephone, via fax, via Web page or via email.
- Establish and maintain effective working relationships with staff, faculty, and student assistants.
- Exercise respect & collegiality; use tact, courtesy, alertness, and good judgment in responding to others.
- Display consistent behavior and attitude that supports and fosters a diverse, safe, inclusive, and respectful work environment.
- Acknowledge, research, and clarify customer service requests; inquire and determine the scope and degree of urgency of emergency service requests and emergency work requests; notify unit, shop and/or crew personnel and supervisors of any emergency requests.
- Schedule requests for building shut downs and customer notification
- Dispatch call to trades staff, track outgoing and incoming calls; ensure all calls have been dispatched and responded to each day.
- Work independently; make sound decisions and recommendations in regard to Facilities Service Center activities.
- Provide support for the Lock Shop's key control system/ distribution, input data from work orders, tracking cards and key cards for issuance of building access/keys.
- Issue keys to customers when released for issue by Lock Shop, tracking date issued.
- Process customer requests, including but not limited to service requests, work orders, projects, preventive maintenance, and non-maintenance; make required entries on the CMMS database.
- Review data keyed by Supervisor, Leads, and Staff to ensure accuracy and consistency in the CMMS database.
- Maintain and update status of work orders on the CMMS database.
- Maintain and update computerized and paper files on building coordinators, emergency response persons and/or entities and other campus points of contact.
- Process chargeback requests as required.
- Work with the Facilities Service Center Lead on new procedures and identifying processes requiring review or update.
- Assist in auditing time and material tracking to ensure data is accurate.
- Assist Facilities Service Center Lead with other clerical duties as needed, such as updating the monthly call back list.
- Assist facilities supervisors with word processing and formatting of written or dictated notes on all paperwork.
- Welcome on-site visitors, to include contractors, vendors, and campus personnel; determine nature of business, answer questions and direct individuals accordingly.
- Draft letters, documents, memorandum, reports, spreadsheets, charts, forms, and other correspondence in support of Facilities Planning & Management.
- Maintain and update Facilities Service Center dispatch telephone lists.
- Serve on department and/or university committees as directed.
- Coordinate Car Rental pick-up and drop-off.
- Assist payroll with pick-up and distribution of pay vouchers.
- Provide logistical support for activities of leadership team: schedule meetings, draft agendas, create meeting minutes, make announcements, and routes mail, notices, and flyers to appropriate individuals.
- Perform other duties as assigned.
Minimum Qualifications: Required Education and Experience
- High School diploma or equivalent AND three years of progressively responsible experience in general office clerical or secretarial work or the equivalent.
- Experience working within a diverse community.
- Experience in using multiple methods of communication, including RF (Radio) and electronic mobile communication devices.
- Excellent oral and written communication skills; thorough knowledge of English grammar, punctuation, and spelling.
- Fluency in using standard office software such as the Microsoft Office suite and ability to use a broader range of technology, systems, and databases.
- Ability to independently handle multiple work unit priorities and projects.
- Ability to independently apply a wide variety of policies and procedures where specific guidelines may not exist.
- Ability to develop practical, thorough, and creative solutions while utilizing professional judgment and active problem-solving.
- Ability to draft and compose correspondence and standard reports.
- Ability to handle a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature effectively.
- Experience in utilizing resource, asset, and maintenance management database software systems such as PeopleSoft, SimpleK, and TMA.
- Thorough, detailed knowledge of applicable university infrastructure, policies, and procedures.
Compensation and Benefits:
Anticipated Hiring Range: $3,505 - $3,600 per month
Classification Salary Range: $3,505 - $5,508 per month
The salary offered will take into account internal equity and experience among other factors.
The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 14 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here .
Work status: Full-time/Non-Exempt/Temporary
Academic year schedule: Monday through Friday (8:30 am - 5:00 pm), some evenings/weekends.
Staff: The application deadline is: Wednesday, October 25, 2023.
As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.
California State University, San Bernardino in not a sponsoring agency for staff or management positions (i.e. H1-B Visas).
Conditions of Employment
Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, 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.
Driver's License Check
Possession of a valid Driver's License is required. Employees in this position will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.
The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
CSUSB hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .
Statement of Commitment to Diversity
In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.
California State University, San Bernardino is proud to be an Affirmative Action/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact Nora Jean Fernandez, ADA Manager at Nora.Fernandez@csusb.edu .
CSUSB is a smoke and tobacco-free campus. See policy at https://calstate.policystat.com/policy/6591951/latest/ .
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act
Closing Date/Time: November 3, 2023