"Client Services Specialist"

Under the general supervision of the Director of Client Support Services, the Client Services Specialist serves in a critical customer service focused role as the designated point of contact in Facilities Services for all incoming inquiries, work orders, and service requests from campus. Maintains knowledge and understanding of the Campus Guide to Services and all Service Level Agreements (SLA), skilled trades, and general facilities services provided in order to interpret the customer's needs, and successfully manage the work order intake and review process for Facilities Services. Responsible for consolidating a high volume of service requests from a variety of contact points including the online work order system, phone, email and direct communication from campus staff and visitors. Analyzes service requests and ensures all requests for services are properly prioritized, assigned, and reviewed for accurate funding in order to delegate work order to the appropriate unit of Facilities Services, including various skilled trades, custodial services, landscape services, resource management, etc. Manages the flow and follow up of inquiries from campus customers to ensure timely response and escalation, as needed. Collaborates with the Client Support Services team to drive timely work order intake and review process in support of providing KPI's to FS leadership. With direction, manages the Client Support Services Student worker program; participates in the recruitment and selection process, provides training and daily guidance, and directs work assignments, as appropriate. Provides communication support and issues emergency notifications to essential staff and campus customers, accurately maintains communication tools such as building distribution lists, and continuously reviews and updates existing and newly developed Standard Operating Procedures (SOP) in relation to intake and customer support. Oversees day-to-day general office administration including distribution of departmental mail, secure distribution of customer keys, support for facilities vendors, and performs other client service support duties as needed.

Requirements:

• Educational Requirements: Bachelor's degree in related area and/or equivalent experience/training. Required.
• Experience Requirements: 2 - 4 years of related experience in customer service and/or office administration. Required. Experience with facilities operations including skilled trades, custodial, landscape and similar operations. Preferred. Experience with online work order systems. Preferred.
• License Requirements: Valid CA Driver License. Preferred.
• Special Conditions: Hired candidate must successfully pass a background check prior to appointment start date. Required. Overtime. Required. Occasional travel for university related business meetings, conferences and/or professional development. Preferred.
• Minimum Requirements: Ability to use sound judgment in responding to issues and concerns. Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing. Solid organizational skills and ability to multi-task with demanding timeframes. Ability to use discretion and maintain confidentiality, as appropriate. Solid technical skills with ability to generate documents, reports, presentations, etc. using Microsoft Office Suite of Programs. Solid customer service skills with ability to interact effectively with all levels of staff and ability maintain professionalism at all times. Ability to gather, consolidate, and analyze data for service requests and other reporting needs. Ability to accurately maintain a variety of departmental work order intake and client support documents, including SOP's and communication lists.
• Preferred Qualifications: Knowledge of online based work order systems. Knowledge and understanding of facilities services operations to include skilled trades, custodial, landscape, resource and other services. Knowledge of UCR campus policies and procedures. Ability to provide direction to staff.

Key Responsibilities:

• Service Request / Work Order Intake: Successfully manages the work order intake and review process for Facilities Services and serves as the point of contact for Facilities Services. Consolidates a high volume of service requests (approximately 35,000 annually) from a variety of contact points including the online work order system, phone, email and direct communication from campus staff and visitors. Analyzes service requests and ensures all requests for services are properly prioritized, assigned, and reviewed for accurate funding in order to delegate service requests to the appropriate unit of Facilities Services, including various skilled trades, custodial services, landscape services, resource management, etc. Reviews all incoming service requests to ensure required and accurate information is obtained. Engages in direct customer outreach to gather additional information or obtain clarification on details outlined within the request, as needed. Utilizes and maintains solid understanding of the Service Level Agreement (SLA), skilled trades, and general facilities services to ensure critical work details are obtained in the intake process in order for the assigned service provider to address the issue, concern, or request in a timely and accurate matter. Ensures accurate and timely assignment of work orders and prioritization of the workflow for the department. (40%)
• Communication Support: Serves as the first point of contact and is made aware of urgent and emergency issues firsthand; responds appropriately by evaluating situation, gathering information, and utilizes decision making skills to take immediate action on communication, dispatch, and response plan. Ensures timely and accurate communication and subsequent follow-up communication to appropriate parties until urgent issue or emergency is resolved. Serves as the dispatch hub for Facilities Services and communicates with various and diverse populations including campus customers/staff, FS leadership and service staff through various channels including phone, radio, email, and in person communication. Provides backup to Communications Specialist for the accurate distribution of utility interruption and shutdown notifications. Accurately maintains various communication distribution and building lists for the department. (20%)
• Customer Service Engagement and Follow-up: Manages the daily workflow and follow-up of inquiries from campus customers to ensure timely response and escalation, as needed. Reviews and responds, or delegates a response action, to all inquiries via phone, email, and direct contact with campus customers and staff. Escalates issues and communicates with skilled trades or other Facilities Services supervisors for timely follow-up and resolution. Tracks follow-up and reviews inquiry through completion of service request. Serves as the conduit for follow-up on escalated concerns between trades and service staff, customers, and Facilities Services leadership. Maintains professionalism and positive engagement at all times while handling routine and escalated concerns. (15%)
• Projects and Reporting: Performs research of work order and project information, including historical work order information related to a space or issue, etc., gathers data and provides reports to FS leadership. Collaborates with the Client Support Services team to drive timely work order intake and review process in support of providing KPIs and other important metrics to FS leadership. Reviews and updates existing and newly developed Standard Operating Procedures (SOP) in relation to work order intake, customer support, and projects. Performs other project support duties as assigned. (10%)
• Client Support Services Student Program: In collaboration with the Director, manages the Client Support Services Student staff program; participates in the recruitment and selection process, provides training and daily guidance, and directs work assignments. Participates in the evaluation, coaching and development of student staff. (10%)
• Office Administration: Oversees day-to-day general office administration including distribution of departmental mail, secure distribution of customer key process, support for facilities vendors, and performs other client service support duties as needed. Supports front desk and other administrative duties for FS leadership including phone support, greeting visitors, scheduling of meeting space, drafting documents, presentations, etc. as requested. (5%)