• Job Description

  Req#: 8171

  Overview

  The Customer Service Coordinator (Coordinator Service III) ensures that Facilities operations are efficient and customer work requests are taken accurately, promptly and courteously using discretion. They use customer service skills to answer telephones, review and prepare incoming and outgoing correspondences, assist visitors, and resolve and/or refer a range of customer problems and inquiries in a way that meets and exceeds customer expectations.

  Responsibilities

  Assists Customer Service Desk as follows:

  • Serves as the main point of communication between all of central and statewide campuses and Facilities departments
  • Responsible for determining level of work done and make assignments to appropriate shop(s) on all work requests
  • Responsible for determining appropriate billing method for all Facilities work
  • Clearly communicates via telephone, walk in’s, email, radio, Ready, and AiM Work Order systems
  • Coordinates with campus departments for Utility and building shutdowns
  • Work closely with USU Police and USU Fire Marshalls for any emergency work orders or Fire Code Violations and resolve safety and security issues
  • Coordinate with USU Risk Management to resolve any Facility Insurance Claims placed by the Logan and Statewide Campuses
  • Communicate and work closely with Deans, Vice Presidents, Directors and Department Heads throughout USU to resolve any Facility related issues and to schedule Facilities related work
  • Cultivates good public relationships with different Facilities Departments, the Campus Community, and outside customers by understanding their needs and expectations, including
  • providing technicians with the necessary information to complete a work request.
  • Provide exceptional customer service in person, via e-mail and over the phone
  • Determine levels of access for key requests submitted by departments on central and statewide campuses
  • Assists in the smooth and efficient scheduling of moving services; to ensure that customers’ needs are met.
  • Work closely with Event Services to communicate services from Facilities for scheduled events
  • Records key deposits via cash or credit card and issue refunds to key patrons.
  • Reconciles cash drawer nightly
  • Assists the Supervisor of the department and other Customer Services team members in a variety of office functions and duties.
  • Assists students, faculty, and staff with highly varied, complex, and non-recurring questions/problems
  • Provides training to internal and external Departments regarding Facilities work order requests, access control (key) requests.
  • Performs miscellaneous data entry and job-related duties as assigned.
  • Uphold Facilities Mission & Values

  Performs duties and responsibilities as follows:

  • Establishes, maintains, and updates files, databases, records, and other documents.

  • Composes and word processes a variety of standard documents and correspondence.

  • Uses various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and format data and reports.

  • Coordinates with other departments to accomplish specialized tasks by obtaining relevant data.

  • Attends customer service building visits as requested; takes notes, follows up with reported problems and issues.

  • Orders, stocks, and distributes office supplies as needed.

  • Sorts, screens, and distributes incoming and outgoing mail and e-mails as needed.

  • Builds and maintains relationships with building representatives and campus community

  • Performs miscellaneous job-related duties as assigned.

  Qualifications

  Minimum Qualifications:

  • Four years of experience; or an associate degree plus two years of experience; or a bachelor’s degree is required.
  • Excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.
  • Ability to work independently and effectively multitasking in a fast-paced, noisy office environment.
  • Strong interpersonal skills, flexibility, and customer service orientation.
  • Skill in the use of personal computer and related software application.

  Preferred Qualifications:

  • Prior customer service experience.

  Knowledge, Skills, and Abilities:

  • Knowledge of University forms, policies and procedures.
  • Knowledge of numerous craft and trade functions.
  • Knowledge of service request procedures.
  • Knowledge of control systems, equipment and campus facilities.
  • Skill in handling customer complaints and problems.
  • Ability to organize information and prioritize tasks effectively.
  • Ability to communicate effectively orally, electronically and in writing.
  • Ability to maintain confidentiality.
  • Ability to maintain control and composure in a fast-paced, stressful environment.
  • Ability to make decisions when administrators are not present.
  • Ability to work accurately under pressure, while responding to the many needs of the office at once.

  Required Documents

  Along with the online application, please attach:

  Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”

  Cover Letter to be typed/pasted at the end of your application

  **Document size may not exceed 10 MB.**

  Advertised Salary

  Minimum $39,000; Commensurate with experience, plus excellent benefits

  ADA

  Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

  University Highlights

  Founded in 1888, Utah State University is Utah’s premier land-grant, public service university, with a strong commitment to excellence, access, and inclusion, empowering people to lead successful lives of involvement, innovation, and impact. Utah State provides high-quality education to 27,500-plus students locations throughout the state, including at three residential campuses, eight statewide campuses, and 23 education centers. USU Online educates students from all 50 states and 55 countries. For over 25 years, USU Extension has served and engaged Utahns in all of Utah’s counties. As an R1 research institution, Utah State is dedicated to advancing knowledge through research and scholarly activities, providing a high-quality undergraduate and graduate education at an affordable price.

  Utah State is committed to cultivating a community of inclusive excellence where all perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Forbes recognized our commitment to employees when they named Utah State the best employer in Utah in 2023. Learn more about USU.

  The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu.

  About the Region

  U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation.

  *updated 04/2024

  Notice of Non-discrimination

  In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

  The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

  Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

  Title IX Coordinator Cody Carmichael, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

  Mailing address: 5100 Old Main Hill, Logan, UT 84322

  For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

  U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

  *updated 09/2023

• About the company

  Utah State University is a public land-grant research university in Logan, Utah.

Notice