Career Center

Lead Customer Service Representative (4263C), Facilities Services - 58573 About Berkeley

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.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

Facilities Services works to continuously improve the campus in partnership with all members of the University community to ensure that classrooms, laboratories, and offices support teaching, learning and research. Through the efforts of over 400 dedicated staff members and serving over 10M building square feet and 1100 acres, Facilities Services includes the asset management program, custodial services, maintenance operations, engineering and technical services, environmental services, grounds operations, the Cal Zero Waste program.

Application Review Date

The First Review Date for this job is: September 14, 2023

Responsibilities

Manage Shut Down Desk:

• Manage Shut Down Queue.
• Process shutdown requests end to end coordinating with clients, trades, 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.
• Review of building impact and support needs.
• Ensure that all shutdowns are processed within the policy and timeframe required by campus.
• Assist with updating policy and procedures in relation to the shutdown process.
• Lead the team of Customer Service Team.
• Monitor All Service Request's Queue.
• Notify management of issues with the call routing system.
• Train staff on processing service requests.
• Run billing reports.
• Be subject matter expert for colleagues.
• Manage cell phone and radios for all of Facilities Services.
• 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, 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.
• 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 Manager.
• Act as backup to customer service manager, including accounting, supervising staff, client escalation.

Required Qualifications

• 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.
• Payroll timekeeping software (Kronos) comparable.
• 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 and/or ability to learn the UC Berkeley building system shutdown processes and procedures.
• Ability to supervise others.
• Bachelor's degree in related area and / or equivalent experience / training.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary or hourly range that the University reasonably expects to pay for this position is $30.16 (step 1.0) - $39.49 (step 13.0).

• This is a 100% full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is non-exempt and paid bi-weekly.

How to Apply

To apply, please submit your resume and cover letter.

Other Information

This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html

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.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=58573&PostingSeq=1









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