Lead Customer Service Representative (4722C) - 3633
At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.
Application Review Date
The First Review Date for this job is: January 1, 2020.
Facilities Services works to maintain a campus built environment that is conducive to teaching, learning and research. We strive to continuously improve the campus in partnership with all members of the campus community. Facilities Services is comprised of the following units: Campus Recycling and Refuse Services, Custodial Services, Environmental Services, Grounds Operations, Shops, Quality Assurance & Customer Service, Sustainability and Engineering Services and People's Park.
Receive calls from internal/external clients, assess priorities, advance requests, process work orders, handle client complaints, run status reports, process night log and work on call log, process web requests, process UCPD lock requests, coordinate with grounds for outdoor facility requests, receive work and support requests from crafts, and receive auto dialer alarm calls.
Coordinate with leads for communication of work status information back to clients.
Coordinate with departments for special event requests.
Process shutdown requests from crafts, project managers, building personnel, external utility providers, and the city of Berkeley; coordinate with crafts and buildings on verifications, approvals, and confirmations of scope, time, & dates.
Run reports and process data from reports for craft shops including: Shut Down Labor distribution reports, work discrepancy report, work load report, and assist tag reports.
Process reports from accounting, for work orders in recharge status without account numbers, or work orders within a MOP status with an account number..
Work order creation, including knowing the right status, formatting, and how to apply the recharge policy.
Work order completion including entering critical information about crafts' response and knowing complete statuses.
Adhere to university and departmental safety guidelines
Additional duties as assigned by the SupervisorManager.
On occasion, supervise/lead customer service staff.
Effective written communication skills to prepare a variety of correspondence, reports, policies and procedures, and training documents.
Active listening, interpersonal communication, and problem-solving skills to effectively resolve questions, concerns, issues or problems and ensure cooperative and productive professional working relationships, with a diverse workforce in a complex organizational structure.
Must be proficient with Microsoft Office applications.
Ability to learn computerized Maintenance Management System (IBM) software.
Knoweldge of payroll timekeeping software.
Working knowledge of practices and procedures relating to facility maintenance.
Working knowledge of practices and procedures of safety and emergency preparedness.
Ability to understand the University's recharge policy.
Ability to function under fluctuating workloads, with frequent distractions and interruptions, and complete heavy workloads with established timeframe.
Able to work under pressure of deadlines in a stressful environment.
Organizational skills to work on multiple tasks with competing deadlines, to establish goals and work load priorities, and to meet deadlines.
Able to work both independently and as part of a team.
Proficiency in typing and proofreading; both keyboard and 10-key.
Ability to work with reports and spreadsheets.
Knowledge of the UC Berkeley building system shutdown processes and procedures or ability to learn.
Salary & Benefits
Hourly pay for this role is commensurate with experience.
For information on the comprehensive benefits package offered by the University visit:
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.
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.