Customer Service Representative

Type of Appointment: Full-Time, Probationary

Collective Bargaining Unit: California State University Employees Union – Unit 7

Job Classification: Administrative Support Coordinator I

Anticipated Hiring Amount: $3,864 - $4,606 per month

Work Hours: Monday – Friday 8:00 am-5:00 pm

 

 

THE DEPARTMENT

Facilities Planning and Management (FP&M) serves as the lead organization for planning, developing, and maintaining the campus's natural and built environments to support the university's mission. The department seeks to preserve and enhance CPP's history, aesthetics, physical assets, and natural ecosystems through coordinated planning, design, and construction of buildings, roads, infrastructure, landscaping, and other physical improvements. As an advocate on behalf of the university and its auxiliaries, FPM strives to provide facilities that meet scope, budget, operational needs, and functional requirements. FPM is comprised of approximately 200 facilities professionals (FTE) who also provide maintenance services, including custodial services, landscaping, recycling, building and mechanical trades, energy and utility management, fleet, and auto services. The workforce is culturally diverse and multilingual. Its composition includes full-time staff throughout FPM who are also earning their degrees and many who have graduated from Cal Poly Pomona. The staff includes licensed architects and engineers, accountants, planners, project managers, administrative staff, carpenters, plumbers, locksmiths, painters, electricians, landscape architects, computer technicians, custodians, and other building and mechanical trade technicians.

 

DUTIES AND RESPONSIBILITIES

Fiscal Administration

• Serve as the liaison between campus personnel and department staff, ensuring work requests are properly dispatched and completed.
• Assists with the day-to-day operations of work control to ensure an efficient, customer-oriented operation.
• Responsible for providing administrative and technical support to the department; respond promptly and professionally to customer inquiries, complaints, and requests via various channels such as phone and email.
• Maintain comprehensive and accurate customer records by documenting inquiries, complaints, and resolutions in the customer service database.
• Ensure accurate reporting for year-end closing; provide reports and information as needed.

Quality Initiatives and Process Improvement

• Work closely with cross-functional teams to implement process improvements and standardize best practices.
• Develop and document guidelines and protocols to ensure consistency and efficiency.
• Identify opportunities for automation and optimization of customer service processes.
• Make recommendations for implementing new tools or systems to improve efficiency and customer satisfaction. 

Customer Service Operations

• Monitor workloads & backlogs and process incoming work requests and correspondence.
• Assist with timekeeping, issue campus-wide broadcasts, participate in bi-weekly project intake meetings, generate aging reports, and close work orders.
• Responsible for processing conveyance preliminary orders, on-campus fuel purchases, updating equipment/asset records, and submitting reimbursements.
• Provide comprehensive support to the events department, ensuring accurate documentation, and performing other duties essential to the department’s effective operation.

 

QUALIFICATIONS

• High School diploma or its equivalent
• Four (4) years of progressively responsible experience in general office clerical or secretarial work or the equivalent.
• Valid CA Drivers License and Insurance

 

Thorough, detailed knowledge of applicable university infrastructure, policies, and procedures; thorough knowledge of English grammar, punctuation, and spelling; thorough knowledge of office systems and ability to use broader range of technology, systems, and software packages; ability to independently handle multiple work unit priorities and projects. Ability to apply a variety of policies and procedures where specific guidelines may not exist; working knowledge of budget policies and procedures; ability to perform standard business math, such as calculate ratios and percentages, track financial data, and make simple projections. Ability to draft and compose correspondence and standard reports; ability to effectively handle a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature. 

 

Preferred Qualifi