Customer Service and Work Control Administrator

Department: University Housing
Classification: Administrative Program Assist
Appointment Type and Duration: Regular, Ongoing
Salary: $19.68 - $29.67 per hour
FTE: 1.0

Review of Applications Begins

May 14, 2025; position open until filled.

Special Instructions to Applicants

Please complete the online application, including relevant work history, dates of employment, and education.
Please also include three professional references. Candidates will be notified prior to references being contacted.

Department Summary

University Housing, a department within the Division of Student Services and Enrollment Management, is committed to supporting student success by cultivating inclusive communities. Our goal is to provide a robust living experience through accessible and affordable state-of-the-art housing, dining, social and academic programs for the entire student body to develop community leaders, innovators and change-makers who will enrich the future.

We value equity and inclusion, responsibility and integrity, innovation and learning, and safety and security. University Housing staff work hard to incorporate these values into daily work and practices to ensure an excellent UO experience.

University Housing units which include Business Services Operations, Dining Services, Facilities Services, Promotions & Student Recruitment, and Residence Life. University Housing is a $100-million dollar educational and business department that is a self-sustaining, self-liquidating agency of the University (receives no tuition or tax support for its operating budget).

Living on campus adds tremendous value for students and the University. Students who live on campus in their first year have higher grades, are retained at the University of Oregon at higher rates, graduate at higher rates, and graduate more quickly.

Position Summary

The Customer Service and Work Control Administrator plays a vital role in supporting the mission of University Housing by ensuring the smooth operation and maintenance of housing facilities, which directly impacts the quality of life for students. By managing service requests, providing exceptional customer service, and coordinating maintenance tasks, this position helps create a safe, inclusive, and well-maintained living environment. Through effective communication and data management, you will be ensuring facilities services are responsive and efficient, aligning with University Housing's commitment to student success and community building.

Key Responsibilities:
• Customer Service: Engage with a diverse range of individuals, serving as the primary contact for customers receiving, investigating, clarifying, resolving concerns, scheduling service requests, and keeping customers informed about service interruptions.

• Work Control: Prioritize, plan, and assign maintenance tasks. Coordinate with technicians, contractors, and University Housing staff to ensure timely and effective delivery of service. Monitor ongoing projects and high priority service requests and reporting statuses to Housing Facilities Services management.

• Data Management: Operate the Computerized Maintenance Management System (CMMS) to track and update service requests. Input, compile, analyze data, prepare ad hoc reports, graphics, schedules, inventories, spreadsheets, policies and procedure documents, to guide decision-making and improve service processes.

• Communication: Maintain clear and effective communication with all stakeholders and customers. Create and distribute notices, reports, and presentations to Housing staff, identifying trends to guide Housing Facilities Services work practices and predict equipment and facility needs for the purpose of budgeting and staffing. Work with the University Housing IT system administrators and CMMS service provider to resolve problems with and answer questions regarding the CMMS software.

The Customer Service and Work Control Administrator also supports the development of students by leading and coordinating the work of student employees, thereby providing them with valuable skills and experiences. You will be reporting directly to the Facilities Customer Service and Work Control Manager, and providing oversight of work of classified personnel with the guidance of a Facilities Manager.

Essential Personnel:
The Customer Service and Work Control Administrator position necessitates that the incumbent make every reasonable effort to arrive at campus at their regularly scheduled times during inclement weather and/or university closures unless otherwise notified by their supervisor or manager. This includes times when