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> Job Applicant > Unclassified
Openings >
FAP-008
- Customer Service Manager - Facilities and Planning - Fixed-Term
(Open
to PSU Employees Only)
Position
Summary
The
Customer Service Manager reports to the Facilities Director
and ensures that quality, on-time services are provided
to the faculty, staff and students in support of the academic
mission. These services include Customer Service Work Desk
for maintenance, installation and repairs, and Custodial
Services for cleaning and related services. This Customer
Service position is essential for meeting current and planned
future infrastructure growth to meet the institutional and
community needs of the metropolitan area.
Responsibilities
-
Supervises
staff in FAP's Customer Service Center , Custodial Services
and related contracted services. Provides recommendations
for hiring, provides staff goals and standards, performs
employee coaching, effective progressive discipline and
recommends position termination as appropriate.
- Produces custom budget
and work flow reports. Analyzes data to determine work
request status and trends for effective service delivery.
Monitors work flow processes and makes adjustments to
meet FAP's core mission and industry standards, paying
particular attention to priority requests, cost estimates
and final billings, backlog and turnaround times for
continual quality improvement within budget.
- Provides for excellent
customer relations by handling questions and concerns
with speed and professionalism; i nteracts daily with
faculty, staff and students to communicate service standards
and ensures that they receive quality services within
the timeframe determined. Provides for consistent follow-up
on work requests.
- Resolves client complaints
about services, and provides information about related
services as appropriate.
- Provides triage problem
solving for specific sites in response to priority requests.
- Creates policies and
procedures for client services, working closely with
customers to ensure that processes are in line with
university goals. Establishes priorities and standards
for processing work requests from start to finish.
-
Manages
related maintenance and operations processes and other
FAP staff in coordination with key supervisors and managers.
Works closely with FAP crews in ensuring that services
are delivered in compliance with industry standards, Administrative
Rules, Internal Management Directives and other related
regulations.
- Conducts regular building
and campus tours noting deficiencies and ensuring quality
response. Proactively oversees building maintenance
programs and disseminates related information to applicable
parties.
Minimum
Qualifications
-
Five
years experience in the customer service field.
-
Three
years experience project management.
-
Excellent communication and interpersonal skills in dealing
with a diverse population at all levels.
-
Two years leading or managing people.
-
Must successfully complete a criminal background check.
Preferred
Qualifications
- Strong preference for
applicants with experience in higher education facilities
and planning setting.
Compensation
$42,000
- $50,000 plus an excellent benefits package including fully
paid healthcare, reduced tuition rates, and a generous retirement
and vacation package.
To
Apply
Open
to PSU Employees Only - Send the
following to the email or address below: 1)
a letter of interest, 2) a resume with the names, addresses
and phone numbers of three supervisor references that can
speak to the candidate's ability to meet the requirements
stated above, and 3) salary requirements, and 4) required
supplemental information: current salary, reason for leaving
and explanation for gaps in employment.
The
letter, resume, references and required supplemental information
should be limited to no more than five pages. Please submit
the completed application materials as follows:
Email
(preferred, with the attachments sent as one file):
Chair,
Customer Service Manager Search Committee
Portland
State University , Facilities & Planning
503-725-4329
Application
review process will start on March 31, 2008 and will remain
open until finalists are identified.
Portland
State University is an Affirmative Action, Equal Opportunity
Institution and, in keeping with the President's diversity
initiative, welcomes applications from diverse candidates
and candidates who support diversity.
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