Electronic Access & Customer Service Specialist

 

Job Summary

Reporting to the Director of Business & Administrative Services, the Electronic Access & Customer Service Specialist is distinguished by the administrative nature and scope of support work performed and/or ongoing work coordination and/or lead responsibilities with notable accountability for the work results of support staff or unit administrative function. Administrative work is operational or procedural in nature relating to the program, office, or projects. Work is often of a project nature and may require specialized knowledge. Typically, incumbents are responsible for the full scope of project activities including initiation, execution, coordination, implementation, and evaluation. Incumbents may coordinate the office support for an entire academic, special program or administrative office, or for an administrative head to one of these offices. Incumbents are expected to use general office equipment and a full range of office support technology and systems including: one or more word processing and spreadsheet packages; use of a mainframe computer and on-line systems to enter data and generate reports; maintenance of desktop databases; and use of electronic and voice mail.

 

Key Responsibilities

•  Prepare, review, correct any missing/inaccurate information and submit key requests to Lockshop and files key pickup slips
•  Notifies requestor via email once the keys are ready for pick up after reviewing to ensure all keys were included
•  Creation of electronic key and assignment of access groupings in S2
• Analyze system access and remove and archive profiles as necessary
• Implementing, managing, and monitoring access controls, ensuring compliance with security policies, and providing support during incidents
• Provide oversight and periodic support of central telephone lines, receiving incoming call escalations including any related to maintenance and repair needs for the University
• Ask pertinent questions in order to dispatch assistance; notify the unit, shop and/or crew personnel and supervisors of problems
• Contacts involve coordinating and working with individuals at all levels within the organization, and may include providing training to all levels in standard office procedures
• Maintain and update status of work orders on the CMMS database
• Analyze information from Trades/Operations staff members and develop estimates for customer review

 

Knowledge, Skills & Abilities

• Ability to maintain confidentiality and appropriately handle sensitive communications with employees and external agencies
• Ability to quickly learn and apply a variety of state, federal customer service and public relations skills
• Ability to communicate effectively and work harmoniously with a diverse group of individuals throughout the organization as well as those outside of the organization who are directly or indirectly involved with projects and/or assignments
• Knowledge of or ability to learn Computer Maintenance Management Systems software or comparable facilities management information system and/or work tracking system software
• Thorough knowledge of office systems and ability to use a broader range of technology, systems, and packages
• Ability to independently handle multiple work unit priorities and projects
• Ability to use a two-way radio communication device
• Fluency in using standard software applications: word processing, spreadsheets, databases, email, and Google Drive
• Ability to draft and compose correspondence and standard reports

 

Required Qualifications

• A bachelor's degree and/or equivalent training
• Administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs

 

Preferred Qualifications

• Bachelor’s degree
• Customer Service Professional Certification or equivalent
• Call Center Associate Certification or equivalent
• S2 or other electronic access system training/certification
• Two years of experience performing work as one of the following: 1) front line customer service in an office environment, 2) maintenance or construction dispatching environment, or 3) switchboard operation environment
• Three years’ experience in electronic access systems maintenance including provisioning, troubleshooting, system maintenance and condition analysis

 

Compensation

Classification: Administrative Analyst/Specialist Non-Exempt
Anticipated Hiring Range: $4,841/month - $5,167/month
CSU Salary