Customer Service Coordinator

Company Name:
Start date: 2014-10-08T16:43:26.347
Salary period: Annual
Customer Service Coordinator (72755)
University of California San Diego
Hiring Salary Range: $20.25 - $24.32 /hour
Filing Deadline: Thu 9/11/2014
As a member of the Housing Dining Hospitality Customer Service call center, will independently evaluate data, monitor quality control and review service trends within Property Operations & Planning. Analyze and review 200 daily work orders for quality assurance, accuracy, and problem identification. Analyze data and prepare reports for management. Develop financial and logistical graphs, pivot tables, and flow charts to present to management teams throughout campus using data from Maximo reports, Solidus phone system, Fix it Surveys, financial link, SharePoint, and other computer systems. Independently oversee, manage, track, and respond to Customer Service Center Fix It Surveys. Assists management with special projects; researching, analyzing and independently solving administrative and operational problems. Responsible for training all incoming and current staff in the Customer Service Center.
Training includes but not limited to database entries, answering the telephone, dispatching radio calls, and how to handle emergency situations. Responsible for coordination of vehicle and scooters in POP division. Responsible for maintaining inventory of radio coordination system. Act as a liaison between management, vendors, and contractors. Accept, analyze, suggest solutions, and refer trouble calls. Assess urgency, nature, level and type of problem. Identify and advise customers of unusual problems that may cause life safety and coordinate appropriate emergency response. Resolve, coordinate and follow up on internal/external service requests, delays and complaints. Using Maximo maintenance management software, monitor jobs in progress. Promote continuous service improvement by analyzing new customer service strategies and work processes.
UC San Diego Housing Dining Hospitality (HDH) is a self funded, large, and complex campus department consisting of 9 divisions, with more than 550 career employees, 600-700 student employees and an annual operating budget of $100 million. HDH provides housing for nearly 12,000 undergraduates, transfer students, grad students, faculty, staff and their families. Currently, HDH houses 38% of UCSD's enrolled students with a goal of housing 50% in the near future. HDH also provides maintenance and repair, contract meals/meal plan management, as well as retail food service, conference services, and catering services to student residents, faculty, staff, and campus visitors.
Please click here to see the Housing Dining Hospitality websites - hds.ucsd.edu/ and hdh.ucsd.edu/maintenance/
Alternate shift hours to include days, nights and weekends. Work shifts may vary from time to time based on operational needs. Overtime may be required. Vacation may not be taken the Wednesday before move in of Fall quarter through the 2nd week of school.
ΓΆΒ ΒΆ Demonstrated ability to work efficiently in a busy, service oriented office atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities while meeting deadlines. Ability to work with other staff personnel in a positive, team oriented manner.
ΓΆΒ ΒΆ Ability to input a high volume of complex data accurately into a work order management software. Ability to manipulate the data base to analyze data and produce requested reports.
ΓΆΒ ΒΆ Organizational, writing, and mathematical ability to accurately and efficiently complete general administrative work such as filing, payroll, ordering of supplies, processing of bids and invoices, auditing, lock and key coordination, correspondence, inventory, and documentation of administrative procedures and practices
ΓΆΒ ΒΆ Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriate work order. Ability to build and maintain customer relations through a professional approach to handling customer service needs and problems.
ΓΆΒ ΒΆ Proven communication skills, both verbal and written, including knowledge of correct English grammar, spelling, punctuation, and usage, with ability to compose letters and memoranda utilizing appropriate formats and styles, while proofing work to ensure accuracy of grammar, punctuation, and spelling.
ΓΆΒ ΒΆ Demonstrated experience revising and implementing standard processes, guidelines, and procedures.
ΓΆΒ ΒΆ Prior experience in providing on-the-job training and small group training.
Background check, valid CA driver's license and participation in the DMV pull program are required.
To apply, visit: jobs.ucsd.edu/bulletin/job.aspx cat=search&sortby=rank&jobnum_in=72755&search=72755
UC San Diego is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
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