Carnegie Mellon University's Facilities Management and Campus Services (FMCS) department is searching for a Customer Service Representative to join the team! This is an excellent opportunity for someone who thrives in an interesting and challenging work environment. In this role, you will be responsible for providing communication between the service provider and customer which consist of students, staff, and faculty. This position requires customer service skills, pleasant phone demeanor, ability to multi-task and prioritizes issues, and the ability to work with a team and independently.
Core responsibilities will include:
Answering phones and dispatching calls and service required by students, staff and faculty. Collecting critical information from requestors, deciding the urgency of the request, and assigning work to craftsmen.
Receives service requests via telephone or email; determines the urgency and dispatches request to the appropriate craft; enters the information related to service request into a computer database implementing established procedures.
Data entry of work orders following the established guidelines. Fill work order forms with information so that performance measurements of the department's goals may be tracked.
Attend meetings and related staff duties.
Taking phone messages for directors and staff.
Collecting and entering hours for craftsmen into MAXIMO. Accountability of craftsmen's time to specific work orders. To collect this information from all shifts, know all the work assignments and to make sure billing of labor is done properly.
Compare labor hour charges to time clock punch in/punch out charges.
Track and trace work order numbers to job description to correct changes to general operations or departmental accounts.
Assist with scheduling nightly and weekend L95 Union and Life Safety coverage.
Other duties as assigned to support overall FMCS mission and division initiatives.
You must demonstrate:
Ability to maintain composure when dealing with difficult situations and/or individuals.
Ability to meet deadlines, work under pressure and with frequent interruptions.
Ability to pay close attention to detail; keep and maintain accurate and detailed reports and records.
Ability to prioritize work and handle multiple tasks simultaneously.
Ability to understand and follow strategic direction from department leadership.
Visual acuity to perform activities such as extended use of a computer monitor, extensive reading, transcribing, analyzing data and figures.
Working Conditions:
Working in a normal office environment.
Required to work normal business hours; evening and weekend work may occasionally be required.
Flexibility, excellence, and passion are vital qualities within FMCS. Inclusion, collaboration, and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.
Qualifications:
High School Diploma or GED Required; Associate degree Preferred
1-3 years of experience in administrative support or data entry
Equivalent experience and/or education may be considered in lieu of degree
Excellent Interpersonal Skills.
Data Entry Experience.
Administrative Support Experience
Problem-Solving and Reasoning Skills.
Oral and Written Communication Skills.
Ability to work effectively as a team member and independently.
Excellent presentation development skills.
Advance working knowledge of Microsoft Office Suite.
Excellent written and verbal communication skills.
Excellent critical and creative thinking and analytical skills.
Requirements:
Successful Background Check
Pre-employment drug and alcohol screen
CMU's COVID-19 Vaccination Requirements: As a condition of employment, Carnegie Mellon University requires all staff and faculty working in the United States to be fully vaccinated, including a booster when eligible, against COVID-19. Prior to commencement of employment, new hires in the United States must provide proof of vaccination or obtain an approved exemption. (Exemptions may be requested for medical reasons or for religious or strong moral or ethical conviction.) Those granted an exemption must comply with all applicable COVID-19 mitigation requirements. The most up-to-date information on CMU's COVID-19 mitigation requirements can be found here: Minimum Requirements to Return to Campus.
Location
Pittsburgh, PA
Job Function
Administrative Support and Coordination
Position Type
Staff - Regular
Full Time/Part time
Full time
Pay Basis
Hourly
More Information:
Please visit "Why Carnegie Mellon" to learn more about becoming part of an institution inspiring innovations that change the world.
Carnegie Mellon (www.cmu.edu) is a private, internationally ranked research university with programs in areas ranging from science, technology and business, to public policy, the humanities and the arts. More than 12,000 students in the university’s seven schools and colleges benefit from a small student-to-faculty ratio and an education characterized by its focus on creating and implementing solutions for real problems, interdisciplinary collaboration and innovation. A global university, Carnegie Mellon’s main campus in the United States is in Pittsburgh, Pa. It has campuses in California’s Silicon Valley and Qatar, and programs in Africa, Asia, Australia, Europe and Mexico.
