Customer Service Leader

Department Information

Campus Facility Services (CFS) is proud to provide all Indiana University (IU) Indianapolis students, faculty, staff, and visitors with a high-quality physical environment. We provide maintenance, grounds, and custodial services for more than 70 buildings and parking garages and over 300 acres of lawns, trees, plantings, sidewalks, and parking lots.

Our Mission - Campus Facility Services (CFS) - People serving the campus community and caring for the physical environment in support of the Indiana University Indianapolis mission.

Our Vision - Earning customer trust through caring, connected, and competent service professionals.

Job Summary

Department-Specific Responsibilities

• Engages in call center leadership and staff supervision
  • Directly supervises a team of Call Center Agents, including hiring, onboarding, training, scheduling, performance management, coaching, recognition, and corrective action
  • Establishes clear expectations for service intake accuracy, priority assignment, documentation quality, and customer communication
  • Manges staffing schedules to ensure adequate coverage and responsiveness during peak demand
  • Conducts routine quality assurance reviews of calls and work orders to ensure consistency and sound judgment
• Ensures priority code governance and provides service response oversight
  • Ensures accurate creation and classification of all service requests in alignment with established priority codes (0-5 and Customer Requested)
  • Monitors and enforces service level expectations tied to priority response times
  • Reviews and validates work order details to ensure completeness and accuracy before dispatch
  • Proactively identifies and corrects mis-prioritized or incomplete requests
  • Oversees daily backlog and ensures timely progression of work orders based on priority
• Provides oversight of customer service, communication, and escalation
  • Champions a high level of customer service across all interactions
  • Manges and responds to escalated customer concerns and service issues
  • Oversees customer satisfaction survey processes, including analysis and reporting
  • Develops and implements communication standards to ensure clear, consistent updates to customers
  • Partners with facilities teams to improve transparency and service outcomes
  • Oversees the mobile technology and communication device program; reviews costs and services associated with program and cellular provider
• Engages in cross-functional facilities coordination
  • Acts as the liaison between the call center and facilities of service areas, including building automation, specialty crafts/key shop, maintenance, custodial, fire protection, and grounds
  • Coordinates with Facilities Operations Leaders to balance workloads, manage priorities, and support timely work order completion
  • Ensures technicians receive accurate and timely work order information
  • Collaborates with campus partners and external service providers as needed to resolve service issues
• Oversees systems and reporting, and focuses on continuous improvement
  • Ensures integrity, accuracy, and consistency of work order data within the MMS/AiM system
  • Oversees implementation of new processes, workflows, and system enhancements
  • Utilizes system data to identify operational gaps and drive continuous improvement
  • Reviews daily and periodic reports for compliance with departmental procedures and University policies

General Responsibilities

• Provides day-to-day operational management of customer service staff
• Establishes short-term operational objectives
• Identifies customer service and operational issues and/or areas of improvement and implements solutions to improve processes and/or operational efficiency; provides oversight for continuous integration, testing, quality assurance, and quality control efforts
• Analyzes, monitors, and evaluates performance of assigned staff, establishes work priorities, conducts performance reviews, and provides corrective action as needed
• Ensures adequate staffing and effective scheduling; participates in and informs employment decisions for assigned staff
• Provides direct supervision and oversight of staff setting expectations to meet department objectives and is held accountable for the performance and development of team
• Ensures and provides training to staff to improve customer service operations; researches and identifies development opportunities for staff

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree in a relevant field

WORK EXPERIENCE

Required

• 2 years of related experience

SKILLS

Required

• Ability to lead/manage others
• Demonstrated time management and priority setting skills
• Excellent collaboration and team building skills
• Ability to build strong customer relationships
• Demonstrates excellent judgment and decision making skills
• Maintains a high degree of professionalism
• Excellent organizational skills
• Strong verbal communication and listening skills