Human Resources

Title: Customer Service Clerk - Facilities
Classification: C2
Department: Facilities Services

Job Summary: 

Provides clerical support for the Plant Services Customer Service Center.

 

Responsibilities – Essential Functions: 

·         Responds to customer work requests, questions and complaints and resolves problems relating to Plant Services operations policy and procedures.

·         Records and track all records pertaining to customer contacts.

·         Responsible for record keeping systems associated with work order processing, both manual and computerized.  This includes, but not limited to: translating customer requests into work orders, tracking the status of orders, assigning orders to appropriate staff, responding to emergency calls and coordinating customers and Plant Services personnel.

·         Contact off-campus vendors to arrange for minor repairs/special projects, and monitor progress of work.

·         Compile standard and special reports that required tabulating and manipulating data.

·         Compiles scheduled of special events for Plant Services, Plant Engineer, and Public Safety using available software.

·         Enters and/or retrieves mainframe and/or microcomputer generated data.  Modifies and/or assists with the development of database design as needed.

·         Assists with emergency and non-routine communication with campus concerning power outages, gas leaks, utilities, shut-offs etc. including radio communication, telephone, contacting departments and/or the media and maintaining all records relating to the emergency.

·         Performs general clerical duties such as typing, filing, copying, answering telephone, ordering supplies, etc.

·         Other related duties as assigned.

 

Non-Essential Functions: 

·         Processes all work-order-related charge backs, obtain estimates from supervisors and/or off-campus vendors and compiles charge reports for Business Office.

·         Assists with preparation of contractor invoices for payment by Plant Services.

 

Qualifications:

·         High school graduate.

·         Minimum of two years of related experience and/or relevant training.

·         Ability to work under pressure and meet deadlines.

·         Ability to maintain positive interpersonal relationships.

·         Ability to operate office equipment.

·         Ability to provide quality customer service.

·         Ability to maintain satisfactory work performance and attendance records.

·         Possess strong verbal and written communication skills.

·         Type 45 wpm accurately; spelling competency (minimum 80% accuracy rate).

·         Experience with various computer software applications.

·         Data entry.

 

Desired Qualifications:

·         Some college course work in or exposure to non-profit accounting/budgeting systems.

·         Experience in higher education.

·         Experience with work processing, spreadsheet, electronic mail and electronic calendar software.  Willingness to learn to use other software packages as they become available.

 

Supervision Received:  (Who provides supervision?)

Receives supervision and work assignments from a designated supervisor, although other staff members in the unit may provide work direction.

 

Supervision Exercised:  (Whom do you supervise?)

May be responsible for the coordination of work assignments for student employees.

 

Physical Demands:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Must have the physical stamina to work long hours and/or more than 5 days per week.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of duties performed for this position.  Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

 

Revised Date: May 2011 For questions regarding employment, email Human Resources Employment Information. TDD Callers: Call Michigan Relay Center 1-800-649-3777.