Customer Service Coordinator
Job description
Position Information
Payroll Title: BLANK AST 3
UC Job Code: 4722
Job Open Date: 1/9/2023
Application Review Begins: 1/25/2023
Department Code (Name): LODG- Residential Operations
Percentage of Time: 100%
Union Code: CX-Clerical Unit
Grade Type/Grade: N/A
Budgeted Hourly Range: $26.09/hr. - $31.35/hr. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University.
Working Days/Hours: Monday - Friday 7:30am - 4:30pm
Benefits Eligibility: Full
Type of Remote or Hybrid Work Arrangement: Hybrid (Both UC & Non-UC locations)
Special Instructions
For full consideration, please include a resume and a cover letter as part of your application.
Department Marketing Statement
Residential Operations is part of Housing, Dining, and Auxiliary Enterprises (HDAE). Residential Operations maintains properties consisting of residence halls, single student apartments, family student apartments, and dining commons serving over 10,000 undergraduate and graduate students, faculty, and staff. In addition to providing service to residents, Residential Operations maintains facilities that include conference centers, office spaces, and short term lodging and housing facilities. We welcome over 20,000 conference guests annually.
Benefits of Belonging
Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC
Brief Summary of Job Duties
The incumbent uses computerized work order systems and other software applications to develop, assign, and manage administrative processes of property management. Schedules work; tracks progress of work using various software programs; coordinates schedules with various outside resources; vendors, staff, and project managers. Utilizes software systems to collect data and create reports. Serves on Project Management Team and provides administrative support and data analyses for Leadership in Environmental & Energy Design certification.
Required Qualifications
- Work experience demonstrating a strong customer service background. (Min of 3+ years recent customer service experience).
- Ability to prioritize demands, meet timelines and exercise judgment.
- Strong communication and organizational skills, including ability to work independently as well as with others.
- Ability to communicate in person, via telephone and two way radio.
- Independent judgment, initiative and ability to evaluate and analyze data and make recommendations.
- Demonstrated ability to communicate effectively both verbally and in writing.
- Ability to work under pressure in a team atmosphere and independently involving deadlines, periodic heavy work cycles and high volume while maintaining extreme attention to detail.
- Proficiency in Word and Excel.
Special Conditions of Employment
- Maintain a valid CA driver's license, a clean DMV record and enrollment in the DMV Employee Pull-Notice Program.
- Satisfactory conviction history background check.
- UCSB is a Tobacco-Free environment.
Job Functions/Percentage of Time/Duties
Order of Importance
Function
Duties
% TIME
1
Schedule and Work Order Management
Apartment Turnover Process ($7 million) Assess the data, reviews resources (staff availability), assigns staff to accomplish work (both custodial and maintenance), sets schedule for all trades; determines date available for rent, contacts and schedules vendors, problem solves issues of timing and scheduling; coordinates with apartment living and attends weekly Apartment Turnover Process meetings. Project Management - Apartment Turnover Process ($7 million) Assess the data to develop customized reports and to provide trend and statistical analysis. Develops or modifies systems with reports or data base modifications that gathers data for use in day to day managerial decisions and long term workflow decisions. Sets up systems customized to fit work needs for the turnover process. Determines what data needs to be tracked, assessment of how to track, creation and/or modification of tracking systems that tracks progress of each apartment turnover process through completion. This data tracking system is "customized" on a shared network for multiple supervisors to view. Responsible for weekly production reports. Participates in a weekly managerial meeting to advise and provide analytical review with weekly production sheets. Provides critical review on a weekly basis of the work flow system for apartment turnover schedule catching problems in production schedule or timeline accuracy.
40%
2
Analysis & Data Management
Facility Condition Database Responsible for maintaining database relating to the condition of all Apartment facilities. Determines the "what to track" data relating to condition of buildings, structures and systems, maintained space, internal equipment, water intrusion, repairs and renewals and backlog of deferred maintenance requirements. Periodically reviews, updates and modifies procedural techniques listed in work order database and printed on work orders, (e.g., procedures to unclog drains, toilets and other building maintenance tasks). Reviews work order data and develops customized reports for Managers to provide trend and statistical analysis.
30%
3
Project and Contract Management
Issues purchase order/work contracts to vendors from work tickets. Schedules work, issues follow up notices, issues work schedule to RHM and Services Managers. Tracks requests through completion. Coordinates with Accounts Payable actual labor and materials cost to complete transaction in TMA. Provides data analysis to service center managers on vendor costs, trends, vandalism costs and equipment and materials aging reports.
20%
4
Area Management
In the absence of or from the direction of the Service Manager, directs work, issues work tickets, coordinates work projects, plans work, coordinates projects and/or vendors and acts in the capacity of the manager. Operations Support Serves as Maintenance Dispatcher. Dispatches emergency calls to maintenance personnel, and makes decisions about emergencies or crisis situations and responds to accordingly. Participates in staff training & development workshops, retreats and meetings as determined by supervisor. Complies with department safety programs. Promotes customer service environment to residence/clients. Assists with the development and maintenance of a work environment which is conducive to meeting the mission of the organization and supports the EEP. Responsible for completing job duties that demonstrates support for the Operations Team. Initiates communication directly with co-workers and or supervisor to improve and clarify working relationships, identifying problems and concerns, and seeking resolution to working related conflicts.
10%
As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs – With Interim Amendments. As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.
For more information, please visit:
UC Santa Barbara COVID-19 Information
- University of California Policy on Vaccinations – With Interim Amendments
- August 5, 2021 California Department of Public Health (CDPH) Order (Heath Care Worker Vaccine Requirement)
Covered Individuals: A Covered Individual includes anyone designated as Personnel, Students, or Trainees under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.
Equal Opportunity/Affirmative Action Statement
Reasonable Accommodations
Privacy Notification Statement, Notice of Availability of the UCSB Annual Security Report Disclosures, General Data Protection Regulation (GDPR) Statement for Persons in the European Economic Area, Background Checks, and Notice of Availability of the UCSB Annual Security Report
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