Job Title: Facilities Services Assistant - Customer Service Operation
Classification: C4
Department: Facilities Services
Updated: January 2019

Job Summary

Oversee the Customer Service Operation as the lead worker, train other PSS staff and students, assign workload and tasks, perform assigned duties for Customer Service and Plant Service operations, and special project work with campus customers.

Essential Functions

• Oversee and maintain the Customer Service operation as a lead worker – assigning work and workflow.
• Assist supervisors in coordinating hourly employees priority work items.
• Responds to customer work requests, questions, complaints and resolves problems relating to Facilities Services operations. Responsible for translating customer requests to work orders, tracking status of work orders, and assignment of work orders to appropriate staff.
• Develops, prepares and/or composes notifications, memos and correspondence for the campus community relating emergency, weather, flags, contractor work and/or Facilities Services and Planning information.
• Records and tracks all records pertaining to customer contacts.
• Compose and record all spreadsheets for work order and overtime tracking system.
• Manage, maintain and utilize the work order software system. Training staff on the system. Manage the EMS Event Planning Software for Facilities Services.
• Assist supervisors in coordinating contractors for work on GVSU campus.
• Compile standard and special reports in logical format using available computer software.
• Act as a contact with campus customers, Facilities Services supervisors and Facilities Services Director on assigned issues.
• Develop office procedures as needed for the smooth and efficient operation of Customer Service.
• Assist in development and coordination of procedures for all emergencies and safety issues to ensure that necessary steps are followed. (i.e., Emergency report, mold, IAQ forms).
• Training of new PSS staff and student employees.
• Assist in the development, coordination, and tracking of the preventive maintenance programs with the Maintenance Department on the Allendale campus.
• Supervising student employees.
• Perform and/or assign special projects or clerical duties to appropriate PSS staff.
• Work with customers and supervisors/director to coordinate special events.
• Coordinate all activities for departmental events for Facilities Services and Planning personnel.
• Maintain and prepare all billing or charge backs for maintenance/custodial/grounds departments and reconcile with budget reports.
• Other related duties needed to efficiently run the Customer Service Office.

Non-Essential Functions

Not Applicable

Required Qualifications

• High school graduate or equivalent.
• Minimum of four years of relevant work experience.
• Demonstrated administrative and organizational skills.
• Demonstrated experience to successfully work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain positive interpersonal relationships.
• Typing and spelling competency.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Possess strong verbal and written communication skills. 
• Demonstrated experience to successfully use a variety of computer software applications.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Demonstrated experience to successfully coordinate large projects.
• Demonstrated experience to successfully handle multiple demands efficiently.
• Demonstrated experience to successfully organize and prioritize workload.
• Demonstrated experience to successfully handle differing situations and problems in the work routine by exercising judgment.

Preferred Qualifications

• Bachelor’s degree.
• Higher education work experience.
• Familiarity with fund accounting methods.
• Familiarity with office operations in an architectural or construction firm.

Supervision Received

Receives minimal supervision from a designated supervisor. Much of the work is self-initiated. Person is expected to function with considerable independence and apply appropriate policies and procedures within the assigned area of responsibility.

Supervision Exercised

Hire, train, schedule and coordinate the work of student employees and may act as lead worker to PSS staff members within the department/unit/division. 

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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