Customer Service and Business Integration Specialist

2 months ago
Requisition #
2017-7713
Department
Facilities Fin & Admin Srvcs
Category
Administrative Support
Full-Time / Part-Time
Full-Time

Overview

Princeton Univerity Facilities Organization seeks to fill two Customer Service Associates positions in the Facilites Customer Service Center. This team of highly-skilled customer sercvice professionals provides the University community with excellent customer service and apecializes in the business systems and organizational procedures used by Facilites and partner groups.

Responsibilities

 

The Facilities Customer Service Associates process, document, and direct requests for Facilities services via telephone, email, web-based submissions, and walk-ins and rely on a comprehensive knowledge of the expansive and diverse functions of the Facilities departments as well as their campus services counterparts. Associates serve as liaisons between Facilities and the campus community, interfacing between over 7000 faculty, students, and staff in every department as well as the municipality of Princeton. Associates provide the necessary resources to ensure the entire campus community has access to Facilities-related information and services.

 

Essential to the University’s diverse and inclusive culture, Associates are required to handle customer concerns with professionalism, tact, positive energy, and exceptional customer service, while independently understanding what questions to ask in order to help customers find the best possible solutions to their Facilities-related questions. Additionally, under the direction of the Service Center manager, the Associates act as a communications hub for coordinating departmental actions during times of campus emergencies by obtaining vital information, determining needed action, dispatching departmental personnel, and performing critical contact with the University community and service workers (both internal and external).

As a shared service group, the Associates serve as resources for Facilities workers and the campus community regarding the business systems used to coordinate and document work throughout the University. Associates are expected to embrace detailed and accurate data in every aspect of their work.

Qualifications

The position requires excellent interpersonal skills, strong verbal and written communication, a collegial approach to customers, strong computer and analytical skills, an understanding of how to use web-based applications, and the ability to adapt to new programs and situations in a fast-paced environment. The successful candidate will be a strong team player, have a high level of professionalism, positive energy, and dedication to the workplace. The ability to learn and troubleshoot customized software programs such as Maximo and Cognos, proficiency in MS Applications (Word and Excel) and web-based applications is necessary. Candidates must be highly reliable and dependable with the ability to work several weekends throughout the year. This position is classified as “essential” during campus emergencies. A High School diploma or equivalent education is required.

 

Hours - must be flexible and able to work various times between 6:30 a.m. and 5:15 p.m., Monday – Friday, several weekends, during campus emergencies requiring Facilities support and ability to work overtime as needed.

 

Preferred Qualifications:

 As a liaison between the University community and Facilities, some college education and maintenance experience are preferred.

Previous experience with a Computerized Maintenance Management System, SharePoint, Automated Call Distributor, space management, and relational data bases are also preferred.

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Salary Grade

BOS, 030

Standard Weekly Hours

36.25

Work Schedule, If Other Than Standard Hours

Must be flexible and able to work various times between 6:30 a.m. and 5:15 p.m., Monday – Friday, several weekends, and during campus emergencies requiring Facilities support. There are weeks that require overtime.

Eligible for Overtime

Yes

Benefits Eligible

Yes

Essential Services Personnel (see policy for detail)

Yes

Physical Capacity Exam Required

No

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