Customer Service Coordinator

Overview

The Customer Service Coordinator (Coordinator Service III) ensures that Facilities operations are efficient and customer work requests are taken accurately, promptly and courteously using discretion.  They use customer service skills to answer telephones, review and prepare incoming and outgoing correspondences, assist visitors, and resolve and/or refer a range of customer problems and inquiries in a way that meets and exceeds customer expectations.

Responsibilities

Assists Customer Service Desk as follows:

• Serves as the main point of communication between all of central and statewide campuses and Facilities departments
• Responsible for determining level of work done and make assignments to appropriate shop(s) on all work requests
• Responsible for determining appropriate billing method for all Facilities work
• Clearly communicates via telephone, walk in’s, email, radio, Ready, and AiM Work Order systems
• Coordinates with campus departments for Utility and building shutdowns
• Work closely with USU Police and USU Fire Marshalls for any emergency work orders or Fire Code Violations and resolve safety and security issues
• Coordinate with USU Risk Management to resolve any Facility Insurance Claims placed by the Logan and Statewide Campuses
• Communicate and work closely with Deans, Vice Presidents, Directors and Department Heads throughout USU to resolve any Facility related issues and to schedule Facilities related work
• Cultivates good public relationships with different Facilities Departments, the Campus Community, and outside customers by understanding their needs and expectations, including
• providing technicians with the necessary information to complete a work request.
• Provide exceptional customer service in person, via e-mail and over the phone
• Determine levels of access for key requests submitted by departments on central and statewide campuses
• Assists in the smooth and efficient scheduling of moving services; to ensure that customers’ needs are met.
• Work closely with Event Services to communicate services from Facilities for scheduled events
• Records key deposits via cash or credit card and issue refunds to key patrons.
• Reconciles cash drawer nightly
• Assists the Supervisor of the department and other Customer Services team members in a variety of office functions and duties.
• Assists students, faculty, and staff with highly varied, complex, and non-recurring questions/problems
• Provides training to internal and external Departments regarding Facilities work order requests, access control (key) requests.
• Performs miscellaneous data entry and job-related duties as assigned. 
• Uphold Facilities Mission & Values

Performs duties and responsibilities as follows:

• Establishes, maintains, and updates files, databases, records, and other documents.

• Composes and word processes a variety of standard documents and correspondence.

• Uses various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and format data and reports.

• Coordinates with other departments to accomplish specialized tasks by obtaining relevant data.

• Attends customer service building visits as requested; takes notes, follows up with reported problems and issues.

• Orders, stocks, and distributes office supplies as needed.

• Sorts, screens, and distributes incoming and outgoing mail and e-mails as needed.

• Builds and maintains relationships with building representatives and campus community

• Performs miscellaneous job-related duties as assigned.

Qualifications

Minimum Qualifications:

• Four years of experience; or an associate degree plus two years of experience; or a bachelor’s degree is required.
• Excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.
• Ability to work independently and effectively multitasking in a fast-paced, noisy office environment.
• Strong interpersonal skills, flexibility, and customer service orientation.
• Skill in the use of personal computer and related software application.

Preferred Qualifications:

• Prior customer service experience.

Knowledge, Skills, and Abilities:

• Knowledge of University forms, policies and procedures.
• Knowledge of numerous craft and trade functions.
• Knowledge of service request procedures.
• Knowledge of control systems, equipment and campus facilities.
• Skill