About Berkeley The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date The First Review Date for this job is: July 4, 2019.
Departmental Overview Residential and Student Services Programs (RSSP) is part of the Division of Student Affairs under the direction of an Associate Vice Chancellor. RSSP provides and manages student housing, custodial and maintenance services, security/safety, capital renewal projects, residential education programs, self-operated dining services, campus ID card as well as early childhood education services for students, faculty, and staff. RSSP also conducts a summer conference and year-round catering/events business and manages faculty apartments. RSSP's annual revenue exceeds $160,000,000, with a $100,000,000 operating budget, and the department employs over 2500 career, limited, contract and student employees creating a culture of care for students, guests, customers and stakeholders.
Responsibilities This position is a main customer contact for the work order center; jointly monitors center phone system and works in concert with supervisor to manage work order process and system database of the WebTMA data base to include: Access rights/permissions, data integrity, back-up; monitors email, and inputs request information into work request format (WebTMA). Responsible for the collection, verification and re-collection (as necessary) of all work request data (both by phone and email), with an emphasis on critical data fields (requestor name, requestor phone number, problem description, request type, location); evaluation and assignment of service level (emergency, urgent, necessary, departmental services); analyzes type (single trade, multi-trade, and project) of work order and converts requests into work orders. Conducts analysis of complex data and reports as needed or requested. Tracks data related issues. Notes and investigates software problems and refers them to supervisor. Performs initial trades/worker assignment. Coordinates with leads to ensure accuracy and timeliness of dispatch. Conducts analysis of complex facilities and work order progression and productivity data.
Works in concert with Housing Facilities Maintenance & Trades, Trades Managers, Design Services Project Managers, Custodial Supervisors, and Housing Facilities Front Desks to ensure coordination of all project, multi-trades and vendor activities. Organizes all outgoing maintenance and design projects with residents, managers and front desks in order to provide timely information regarding the performance of work both by in-house staff and vendors. Monitors and verifies work order close-out input, with student assistance, all post work summaries and job notes as well as confirm completion of work. Ensures data integrity through proper collection, verification and correction (as necessary) of all work request data (both by phone and email), with an emphasis on critical data fields (requestor name, requestor phone number, problem description, request type, location). Notes and investigates software problems and refers them to supervisor. Assist in maintaining accurate WebTMA database records such as room and equipment records. Runs aging/open work order reports to confirm status. Verifies and record parts used. Updates staff records as required/requested. Receives goods, inventorial items and materials as required or requested. Gathers and communicates status from/to unit desks, management and residents as needed/appropriate. Tracks information against management/customer inquiries and responds back to requestor in a timely manner. Coordinates with leads and Trades Manager to ensure timely close of work orders and changes status of aging work.
Work Order Coordination: Serves as main customer contact for the work order center: accurately collect, verify, input, and provide timely communication for work order requests and status (phone, online, email, etc.), post-work summaries, and job notes; evaluate, assess, and assign service level and type (single trade, multi-trade, and project) to staff. Coordinates with staff to ensure accuracy, timely dispatch and closure on work orders generated for all project, multi-trades and vendor activities. Organize and schedule maintenance and projects with staff and others (e.g. residents, managers, front desks, etc.) to provide timely information regarding performance of work by in-house staff and vendors. Notes and investigates software problems and refers them to supervisor.
Administration: Create, proofread, edit, update, and ensure timely distribution of: various documents, correspondence, operational calendar, manuals (e.g. administrative desk manual), etc. Ensure above materials are in proper business formats, accurate, grammatically correct, and handled confidentially, as required. Prepare, maintain, track, process, reconcile and correct errors in a timely manner for: travel and entertainment requests and reimbursement, recharges to other campus entities, transaction documents, financial reports (as requested), invoices, spreadsheets, etc. following appropriate University/departmental guidelines. Make low-value purchases for office supplies and related items. Follow up and resolve any problems related to the above. As directed by manager, assign work and provide oversight for student staff. Acts as cross functional back-up for other Work Order Center staff as assigned. Provides administrative support to Work Order Center supervisor and management staff as required or requested.
Training: Instructs all levels of staff in the use and reporting functions of work order systems including MobileTMA GO, and iSD website. Committees and Projects Represent the department on various committees and project teams. Maintain and enhance professional skills and expertise (technical and personal).
Two years minimum of professional administrative, project, and fiscal experience in a professional office environment. (Preferably in a college and/or university setting).
Intermediate knowledge of PC based software (MS OfficeWord, Excel, PowerPoint, Visio). Must demonstrate ability to learn University systems. Demonstrated skill to create presentations and appropriate business documents using said software.
Must know how to research, produce reports, organize and communicate information clearly and effectively.
Must demonstrate knowledge of proper business formats and ability to prepare professional documents.
Knowledge and experience coordinating, troubleshooting and responding to customer service requests.
The detail orientation, initiative and ability to organize and maintain records.
Excellent interpersonal, organizational, and strong customer service skills.
Ability to make decisions rapidly and remain composed while interacting effectively with others.
Effective oral (in person and/or by telephone) and strong written communication skills. Must be able to listen as well as to provide information succinctly, clearly, accurately.
Demonstrated writing skill. Use of correct grammar, spelling, and punctuation to compose and edit documents effectively.
Excellent proofreading skills to review personal work as well as work of others.
Skill to establish priorities, follow plans and complete goals/objectives.
Skill to contribute as a team player in a respectful and professional environment.
Ability to exercise integrity and discretion in all matters and to protect confidential information as dictated by assignment or policy.
Ability to demonstrate and encourage the values of collegiality, and respect among supervisors and peers.
Ability to directly resolve problems through informal consultations and discussions at the lowest level possible.
Ability to understand, interpret, and apply University rules, regulations, and policies
Ability to make independent decisions in solving issues while adhering to the University of California and Berkeley campus policies.
Ability to manage numerous details simultaneously.
Higher education experience strongly preferred
Work experience in a customer service center, IT help desk, database management or maintenance dispatch.
Intermediate-level competency in WebTMA Work Order System.
Knowledge of commercial food service equipment, troubleshooting, repair.
Understanding of building systems, maintenance practices, methods, procedures, roles, equipment, tools, materials, sources for obtaining specialized materials and services, time required to perform work, and proper sequencing of the required steps in structuring and completing maintenance work / projects.
Knowledge of RSSP, Student Affairs, Campus, and UCOP Human Resources policy and procedures.
Basic understanding or knowledge of the University environment, its mission, and operational needs.
Salary & Benefits Salary will be commensurate with experience.
For information on the comprehensive benefits package offered by the University visit:
How to Apply Please submit your cover letter and resume as a single attachment when applying.
Conviction History Background This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
Mandated Reporter This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.