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Customer Service Specialist
Job Description
Posting Number
PG193808SPInternal Recruitment
NoWorking Title
Customer Service SpecialistAnticipated Hiring Range
$39,796 - $47,000Work Schedule
Monday - Friday, 8:00 a.m. - 5:00 p.mJob Location
Raleigh, NCDepartment
Business ServicesAbout the Department
The 900+ positions of the Facilities Division service the students and staff of the University’s teaching, research/administrative space and 2,240 acres of infrastructure. The Facilities Division provides design and building services, maintenance, custodial, landscape, solid waste removal, utility, mail, and motor pool services 24 hours a day, 365 days a year. The goal is to deliver cost effective services to the University, ensure completed projects and maintenance that conform to codes and regulations, while minimizing University liabilities and disruptions caused by the maintenance, repair. building, and equipment modifications to the University.
The Facilities Customer Service Center of the Business Systems Office ensures appropriate approval and workflow of all facilities requests from students, faculty and staff across campus. The Center manages the functional use of the AiM Integrated Work Management System ensuring proper end-user usage of work management and customer service modules within the system. The Center is also responsible for coordinating all utility service interruptions campus-wide.
The Facilities Customer Service Center of the Business Systems Office ensures appropriate approval and workflow of all facilities requests from students, faculty and staff across campus. The Center manages the functional use of the AiM Integrated Work Management System ensuring proper end-user usage of work management and customer service modules within the system. The Center is also responsible for coordinating all utility service interruptions campus-wide.
Essential Job Duties
The Customer Service Specialist and team is an information hub for a wide array of facilities-related customer service requests university-wide. Requests are fielded via inbound phone calls and electronically (AiM and ReADY) and then processed by codifying the requests in such a way they will flow through the system to all the right departments, and be acted upon in the appropriate time frame. This codification is critical to the billing/reporting and data integrity for all of Facilities and for three outside departments who share the same program but utilize different processes and different codification (Athletics, Campus Enterprises, and Campus Health). This shared space in the database requires the incumbent to know multi divisional practices and be ready to react differently based on many different determining factors. The incumbent ensures quality assurance of the data collected from customers in the AiM Integrated Work Management and ReADY systems.
This staff member is a critical piece of the organization and must understand the functionality of each unit in the largest division on campus (Facilities). They also direct staff throughout the organization and ensure all issues are taken care of in a timely fashion. Provides service delivery, collaborates and resolves complex multiple issues in some cases simultaneously. Staff member must know the system thoroughly and be able to research data within the system to provide answers as various needs arise.
This staff member is a critical piece of the organization and must understand the functionality of each unit in the largest division on campus (Facilities). They also direct staff throughout the organization and ensure all issues are taken care of in a timely fashion. Provides service delivery, collaborates and resolves complex multiple issues in some cases simultaneously. Staff member must know the system thoroughly and be able to research data within the system to provide answers as various needs arise.
The Customer Service Specialist should have the knowledge and composure to operate the Service Center with little assistance in the event that others are out of the office. The Customer Service Specialist is also responsible for ensuring utility service interruptions are coordinated effectively and communicated to identified stakeholders. The position is a critical role within the Business Systems Office of the Facilities Division.
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.
Minimum Experience/Education
Bachelor’s degree; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.
All degrees must be received from appropriately accredited institutions.
Other Required Qualifications
- Experience in a fast paced customer service/service escalation center environment
- Ability to promote teamwork orientation toward resolution among various service providers and coworkers
- Demonstrated professional experience in problem-solving, critical thinking and service orientation
- Customer service experience. Possess a thorough knowledge of office procedures and business operations
- Must be able to communicate effectively in a team environment
- Capable of multi-tasking and performing well under stressful situations
- Ability to accommodate others needs
- Ability to understand instructions and other communications regarding work assignments
Preferred Qualifications
N/A
Required License or Certification
N/A
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
01/31/2024Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)
04/01/2024Notice to Applicants
Please make sure that the work history you list on your application is identical to the work history listed on your resume. The application must be filled out completely, do not use the phrase “see resume.”
Special Instructions
Please include as attachments a resume and contact information for at least 3 professional references.
Position Number
00103221Position Type
SHRAPosition Classification Band Title
University Program AssociatePosition Classification Band Level
JourneyPosition Classification Salary Range
$ 35,589 - $ 64,499Salary Grade Equivalency
GN07Alternate Option
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.00Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal EmergenciesTime Limited Position
NoDepartment Id
444001 - Business ServicesAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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