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Customer Service Specialist
2 months ago
Customer Service Specialist
The primary purpose of our Customer Service Specialist is to play a critical part within the Facilities Division’s Business Systems Office, contributing to efficient service delivery and resolution of complex issues across multiple operational areas. This role serves as the central information hub for diverse facilities-related inquiries, handling inbound communications and ensuring accurate codification and processing of requests for timely action.
Key responsibilities and duties include, but not limited to:
Field and process facilities-related customer service requests via inbound calls and electronic platforms (AiM and ReADY)
Codify requests to ensure systematic flow across departments and adherence to billing, reporting, and data integrity standards
Coordinate utility service interruptions campus-wide and communicate effectively with stakeholders
Provide quality assurance for data collected in AiM Integrated Work Management and ReADY systems
Collaborate with multiple divisions including Athletics, Campus Enterprises, and Campus Health to accommodate diverse operational practices
Ensure timely resolution of issues and direct staff to address customer needs promptly
Communicate effectively with clients to understand and document service requirements, ensuring clear and accurate written communication for immediate and historical reference
Conduct system research to retrieve and provide data as needed to support various operational needs
Operate the Service Center independently when necessary, demonstrating comprehensive knowledge and composure
Gain consensus for initial scope of work with service provider to ensure internal and external customers are fully aware of the work required to resolve a problem
Other Responsibilities
This position has been designated as mandatory personnel for the University and may be required to report to work during adverse weather conditions even though the University may be operating on an alternate schedule. This position may assist with snow and ice removal under the direction of a supervisor.
Other duties as assigned.
Qualifications:
Bachelor’s degree; or an equivalent combination of training and experience.
Candidates should have experience in fast-paced customer service environments, strong communication skills with stakeholders university-wide, teamwork orientation, demonstrated problem-solving and critical thinking abilities.
Familiarity with office procedures and business operations, and a commitment to reporting to work during adverse weather conditions, as required for this mandatory role.
Preferred Qualifications:
Demonstrated knowledge of facilities operations preferred; experience coordinating customer requests for proper resolutions preferred; prior experience in higher-education environment preferred; prior experience in telephone triage/call center environment highly preferred
Experience using AiM IWMS highly desired
Required License or Certification:
Valid driver’s license required.
Valid NC driver’s license required within 60 days of hire.
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