"Information Associate"

Job Description

The Information Associate receives requests and determines the appropriate course of action and/or referral to resolve requests utilizing excellent customer service. Receives and evaluates requests including, but not limited to phone calls, e-mails, radios, etc., and decides appropriate action to resolve the issue utilizing excellent customer service based on training, experience and standard operating procedures; communicates information to appropriate operating units and customers; coordinates communication of information for various emergencies such as power outages, alarms, elevator entrapments, etc., and nonemergency situations in accordance to all appropriate procedures; answers calls, e-mails, letters, etc.; monitors facility controls and alarms like building equipment alarms, fire alarms, door alarms, etc., as required and ensures appropriate communication for resolution according to procedures; performs prescribed follow-up action to ensure issues are resolved to completion and all other parties are appropriately informed; receives and inputs service requests into appropriate data management systems; facilitates key sign-out/in, distribution of access cards, departmental vehicles, radios, package and letter pickup and delivery; issues temporary identification cards as required and according to appropriate procedures; participates in providing direction, guidance and mentors student staff; days may vary and are subject to change as dictated by operational need; this position is Classified Civil Service, is not exempt from overtime, and is paid biweekly.

Qualifications

Required: Per CCS Specs. One year experience in customer service or communications, including analyzing & interpreting information; 6 mos. experience in operation of computer and related peripheral equipment; 3 mos. experience in information research & analysis.

Desired: Experience working in facilities management or facilities operations environment; valid driver license; at least 1 year experience working in a customer call center; excellent written and oral communication, organizational, and customer service skills; experience using Microsoft office production software and integrated work order management systems.

Compensation

The pay range for this position is $16.65 - $21.77 based on education and experience.

Career Roadmap Information

Function: Sales and Customer Service

Subfunction: Customer Service

Career Band: Technical

Career Level: T2