Client Services Specialist

About the role

The Client Services Specialist serves in a critical customer service focused role as the designated point of contact in Facilities Services for all incoming inquiries, work orders, and service requests from campus.

Responsibilities

• Maintains knowledge and understanding of the Campus Guide to Services and all Service Level Agreements (SLA), skilled trades, and general facilities services provided in order to interpret the customer’s needs, and successfully manage the work order intake and review process for Facilities Services.
• Consolidates a high volume of service requests from a variety of contact points including the online work order system, phone, email and direct communication from campus staff and visitors.
• Analyzes service requests and ensures all requests for services are properly prioritized, assigned, and reviewed for accurate funding in order to delegate work order to the appropriate unit of Facilities Services, including various skilled trades, custodial services, landscape services, resource management, etc.
• Manages the flow and follow up of inquiries from campus customers to ensure timely response and escalation, as needed.
• Collaborates with the Client Support Services team to drive timely work order intake and review process in support of providing KPI’s to FS leadership.
• With direction, manages the Client Support Services Student worker program; participates in the recruitment and selection process, provides training and daily guidance, and directs work assignments, as appropriate.
• Provides communication support and issues emergency notifications to essential staff and campus customers, accurately maintains communication tools such as building distribution lists, and continuously reviews and updates existing and newly developed Standard Operating Procedures (SOP) in relation to intake and customer support.
• Oversees day-to-day general office administration including distribution of departmental mail, secure distribution of customer keys, support for facilities vendors, and performs other client service support duties as needed.

Requirements

Required Experience Requirements:

• Experience 2 - 4 years of related experience in customer service and/or office administration.
• Experience with facilities operations including skilled trades, custodial, landscape and similar operations.
• Experience with online work order systems.

Qualifications

Preferred Qualifications:

• Knowledge of online based work order systems.
• Knowledge and understanding of facilities services operations to include skilled trades, custodial, landscape, resource and other services.
• Knowledge of UCR campus policies and procedures.
• Ability to provide direction to staff.