Customer Service Rep Intermediate

Customer Service Rep Intermediate

The Facilities Service Center provides support for campus Facilities & Operations. We are open 24 hours per day, 365 days each year. We never close! Walk in service, online requests, phone calls and emails are available channels customers use to communicate with us. Maintenance software is used to route work to different areas across campus. The work order is picked up, completed and billed out to the customer. Our involvement includes creating and routing work orders, dispatching maintenance and making sure that the correct entities are billed. We work in a fast-paced, demanding environment that can be stressful during emergency situations (floods, power outages, etc.). Our department has frequent procedural changes to adapt to new situations. We use detailed data to ensure accuracy, so the ability to enjoy finding solutions to puzzling situations is a strong plus. Our department is highly customer service based. Past experience in this area will be required.

Please note: This is a 32 hour per week - swing shift position. The shift is: Friday through Monday from 10:00pm - 6:00am.

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. Being part of something greater, of serving a larger mission of discovery and care that's the heart of what drives people to work at Michigan. In some way, great or small, every person here helps to advance this world-class institution. It's adding a purpose to your profession. Work at Michigan and become a victor for the greater good.

What Benefits can you look forward to? Excellent medical, dental and vision coverage effective on your very first day 2:1 Match on retirement savings.

Responsibilities:

• Provide exceptional service & build rapport with customers from various backgrounds and levels.
• Answer questions related to facilities service work, schedules and billing.
• Collaborative problem solving
• Use of software queries to correct small problems before they become large problems.
• Follow departmental procedures and organizational policies.
• Communicate respectfully with coworkers.
• Create and edit work orders.
• Assist customers via multiple channels.

Required Qualifications:

• Excellent customer service skills.
• Proven exceptional attendance.
• High degree of accuracy in work.
• Two years customer service experience working with a diverse customer base.
• Ability to speak in a clear, professional and courteous manner while under pressure.
• Ability and willingness to learn quickly and to adapt to rapid changes.
• Ability to troubleshoot and foresee potential problems.
• Excellent teamwork skills, including communicating effectively with team members across shifts and locations.
• Proficient working knowledge of Microsoft Word and Excel.
• Ability to operate a personal computer using customized software applications.
• 40 wpm keyboard skills - you will be tested.
• High desire to create and maintain a fun, positive environment!

Desired Qualifications:

• Knowledge of maintenance, facilities, construction, grounds and utility terminology.
• Knowledge of building systems, i.e. mechanical, electrical, etc. and other trade specific knowledge.

Please note: This is a 32 hour per week - swing shift position. The shift is: Friday through Monday from 10:00pm - 6:00am. Shifts may include working alone or working with others as a team. Candidates hired for these positions will be expected to flex their schedule to cover additional shifts as determined by management and for mandatory attendance at routine meetings and training purposes. Initial training may take place on an alternate shift, as determined by management for several weeks.

Facilities and Operations is a positive organization dedicated to the principles of being respectful, collaborative, solutions-based, and proactive. This is an hourly paid position. The full-time salary if working 40 hours per week is $37,000. The salary for this position will be adjusted based on a 32-hour work week.

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.