Customer Service Representative

Recruiter
Colorado State University
Location
Fort Collins, Colorado, United States
Posted
28 Jan 2018
End of advertisement period
25 Feb 2018
Ref
53422
Contract Type
Permanent
Hours
Full Time

Description of Work Unit

WORK UNIT

Housing and Dining Facilities provides building and support services for the department of Housing and Dining Services by ensuring a clean, safe and maintained living and learning environment for internal and external customers and University guests. It supports the Department of Housing and Dining Services and other auxiliaries by providing custodial, maintenance, materials management, and customer service to maintain the requirements of physical properties and equipment.

WORKING AT CSU

Founded in 1870 as the Colorado Agricultural College, Colorado State University is now among the nation’s leading research universities. Fort Collins is an award-winning city located on the Front Range of the Rocky Mountains with the foothills and 14,000-foot peaks visible to residents. Easy access to hiking, skiing, rafting and other outdoor sports is a great advantage to CSU students, faculty and staff. CSU’s Commitment to Campus offers employees a healthy work-life balance through a wide variety of programs, discounts, and special benefits. This includes Employee Study Privilege (nine free credits per year available through CSU, CSU Global, CSU Online Plus, and University of Northern Colorado), Family Tuition Scholarship Program, Discounted Veterinary Care, Wellness Membership discounts, Volunteers in Public Schools Leave Program, Athletic Ticket Discounts, and much more! Visit www.facultyandstaff.colostate.edu to learn more about working at CSU.

Position Summary

The Scheduler provides customer service support and assistance to Maintenance, Environmental Services and satellite departments. Position maintains data for daily work orders and projects. Position uses TMA, our computerized maintenance management system, to perform different tasks for various work units. Position is also responsible for supporting the Access Control Technician III with keyless entry access device orders and access requests.

Minimum Qualifications

Two years of full-time customer service experience with live-in residents performing minor maintenance or identifying maintenance needs/initiating work orders, and providing follow-up to confirm work is completed by trades staff.

Preferred Qualifications

The highly desired candidate will possess the following knowledge, skills, abilities, personal characteristics, and experience directly related and critical to this position:

  • Experience working in a high-volume call center for a large housing operations unit.
  • Experience in professional communication with customers through regular phone and email communications.
  • Ability to communicate effectively in written form with the ability to use correct formatting, grammar, and spelling.
  • Demonstrated ability to establish and maintain collaborative working relationships with staff, co-workers, and customers.
  • Proficient in MS Office programs with the ability and desire to learn new software programs.
  • High-volume customer service experience.
  • Ability to follow and communicate Housing and Dining Facilities protocol, processes, and procedures.
  • Demonstrated experience tracking information and work orders from initiation to completion.

Essential Job Duties

Job Duty Category Customer Service Duty/Responsibility

  • Provide high-quality customer service.
  • Answer phone, greet walk-ins, directing as appropriate.
  • Generate work orders in TMA as a response to a customer.
  • Collect, decipher, and evaluate data received by phone and electronic request for proper channeling.
  • Work on various projects as assigned by supervisor.
  • Serve on various staff meetings and committees throughout Housing and Dining Facilities.
  • Perform all duties with a high-level of attention to detail.

Percentage Of Time 30% Job Duty Category Mobile Phone and Land Line Phone Support Duty/Responsibility

  • Coordinate mobile phones for Housing and Dining Facilities.
  • Coordinate setup of landline phones for Housing and Dining Facilities.

Percentage Of Time 10% Job Duty Category Meetings Training and Team Responsibilities Duty/Responsibility

  • Attend required/recommended trainings, classes, seminars, etc. provided by the department to accomplish the tasks above. Topics include ethics, safety, diversity, communication, etc. and any applicable training in providing the best customer service.
  • Develop professional skills and communication to effectively interact with live-in residents and guests.
  • Attend all meetings, committees, and department-sponsored functions.
  • Relay information via various electronic media to provide information and task assignments.
  • Comply with department handbook, university and state procedures and policies.
  • Function as an active member of the HD Facilities team.
  • Other duties as assigned.

Percentage Of Time 10% Job Duty Category Alarm Monitoring and Access Control Support Duty/Responsibility

  • Monitor building automation systems (BAS), controls, alarms, emergency generators, boilers, chillers, and chemical monitoring by relaying alarm information to the appropriate technician.
  • Monitor all keys located in the key management area of customer service.
  • Maintain daily key log and safe audit in customer service area of all key sets housed in the front area.
  • Issue keys and audit as appropriate to comply with departmental policy.
  • Generate work orders as a response to a customer.
  • Provide customer feedback regarding maintenance requests.

Percentage Of Time 10% Job Duty Category Work Order Processing Duty/Responsibility

  • Collect and exchange information in both verbal and written forms to generate work orders.
  • Determine priorities and assign to proper trade or vendor using TMA to generate work orders.
  • Assign codes to work orders.
  • Provide emergency, operational, and routine information to, and/or receive information from maintenance personnel and customers.
  • Explain work process and train others.
  • Assist in day-to-day cross training after initial TMS training has been completed by CMMS Business Analyst.

Percentage Of Time 40%

Application Details

Special Instructions to Applicants

APPLICATION INSTRUCTIONS AND INFORMATION

  • Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources must be able to evaluate your experience based on this information.
  • Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience.
  • The APPLICATION is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.

INCOMPLETE APPLICATIONS

  • If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.
    • An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.
    • An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.
    • Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.

RESUMES

  • When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.
  • Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.
    **Please see the Required Documents section of the posting.

NOTES

  • The selection process for State Classified positions may include an exam(s), which requires candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.
  • All status updates for this position will be sent via email from humanresources@colostate.edu. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.
  • Pertinent updates to your Application status can be obtained by logging into your application account at https://jobs.colostate.edu

DEPARTMENT CONTACT INFORMATION

  • Please check the Help link online at https://jobs.colostate.edu/help/ for assistance on your application or for answers to Frequently Asked Questions.
  • All other inquiries should be directed to the Colorado State University Human Resources Office (970) 491- MyHR(6947).

Conditions of Employment

Pre-employment Criminal Background Check (required for new hires)

EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.

The Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.

The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Background Check Policy Statement

Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

Employment and Appeal Rights

If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb.

A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.