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Customer Services Specialist

Apply now Job no: 500082
Work type: Regular
Location: Malibu Campus
Categories: Administrative/Office Support, Other, Facilities

Under the supervision of the Data Systems Administration Manager for the Department of Planning, Operations, and Construction (POC), the Customer Services Specialist supports work order management for the Department of Facilities Services (DFS).

Duties

  • Receives service requests from University community (via telephone, online requests, email, and radio) and classifies, prioritizes, and appropriately routes requests. Ensures service requests are accurately entered into computerized maintenance management system (CMMS). Dispatches appropriate staff to emergencies and supports emergency response using established procedures. Screens work requests for completeness and duplicity in conformance with established standards.
  • Responds to and routes inquiries related to facilities operations and service requests.
  • Runs browses, searches, and system generated reports as requested.
  • Provides office and clerical support.
  • Drafts and disseminates memos as requested.
  • Supervises student or temporary workers as applicable.
  • Routes non-facilities service requests to the appropriate party or department.
  • Other duties as assigned.
  • Provides outstanding customer service while processing service requests and work orders for internal DFS staff and all other University customers. Maintains open communication with managers and leads to ensure work order prioritization and routing continues to meet expectations. Recognizes urgent and sensitive requests, and escalates as appropriate. Follows applicable internal and external policies and procedures while performing work. Helps educate customers on POC processes and acts as departmental goodwill ambassador at all times. Displays excellent verbal and written communication skills. Exhibits flexibility with daily assignments. Possesses strong problem solving capabilities and makes sound decisions based on training, experience, and knowledge of policies and procedures. Demonstrates excellent organizational skills and commitment to teamwork. Uphold the Living Pepperdine standards through work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: High school diploma or equivalent with a minimum of two (2) years of customer service experience is required. Demonstrated ability to work well under pressure is required. Strong English written and verbal communication skills, strong organizational skills with an emphasis on managing multiple tasks, ability to work independently and as part of a team, and ability to meet required deadlines is required. Must consistently project a professional demeanor and positive attitude. Ability to operate standard office equipment is required. Proficiency in G Suite (Google Apps), Word, and Excel is required.

Preferred: Experience in a University and/or facilities management setting is preferred. Knowledge of construction project and/or facilities maintenance operations, documentation, procedures, and protocols is preferred. Knowledge and experience using a CMMS (preferably TMA) is preferred.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws.

This is a Regular, Nonexempt, 40 hour per week position.

Salary: Commensurate with experience

Advertised: Pacific Daylight Time
Applications close:

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