Customer Service Assistant

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Office Resources Services (ORS) provides strategic support of daily and specialized activities ensuring that employees, Regents, students, and guests have efficient and effective access to a facility, environment, supplies, and materials to readily conduct business. ORS supports the University System Office (USO) by providing access, supplies, and materials, meeting support, building functional safety, furniture and equipment, manpower, etc. ORS also follows organizational guidelines to meet customers and employee requests, works cooperatively with supply vendors, and other government agencies to meet daily expectations. In addition, ORS coordinates projects with state government agencies that affect the central office location. The Office Resources Coordinator performs tasks and assignments to accomplish the ORS mission.

Essential Duties and Responsibilities

Under the general direction of the Office Resources Manager, this position is responsible for day-to-day activities in the execution of routine office functions that include:

Mail Operation & Shipping Functions

• Manage and perform mail operations for the System Office.
• Perform shipping and receiving operations for the University System Office.
  • Including routine package handling, creating labels, making package deliveries, receipt confirmation, loading packages, etc.
• Assisting the Office Resources Coordinator as needed, including utilizing MS Office to assists with the management of the daily check log process.
• Arrange and conduct pick-up and delivery of packages for special events.
• Assist with the Records Management System (RMS) application, supports the archive management of files and other archived records and items. This includes tracking and location of materials and documents and the retrieval and returns as requested. This also includes managing the secure destruction of records in accordance with the USG retention policy. This includes scheduling record destruction.
• Track, troubleshoot and perform preventive maintenance of USO equipment to include ice machines, break room equipment, copiers, mail machine, etc.

Customer Support Functions

• Responds to customer requests and ensures they are addressed in an efficient and effective manner this includes time-sensitive and critical matters.
• Provide physical manpower as requested, which includes coordinating staging of furniture in rooms for meetings, office relocations, and special events.
• Answers telephone calls and provides information and assistance.
• Perform planning and logistics in accomplishing tasks.
• Tracking tasks by utilizing the ServiceNow application. Conducting routine follow-up and ensuring satisfactory and quality completion. In this role, it is key to minimize errors, respond quickly, and track performance.
• Performance of all duties with professionalism while adhering to USG policies and procedures.
• Order supplies using the PS e-Procurement module; Process Amazon orders; Place direct vendor orders of name badges, wall nameplates, business cards, etc.; Process other specialized procurement; and upon receipt of items, audit, deliver, and process invoices for payment.
• Maintain general office supply inventory.
• Assists in coordinating small or large in-house print jobs.
• Must frequently lift and/or move up to 25-30 pounds and occasionally lift and/or move over 50 pounds or more.

Building/Facility/Tenant Support Functions

• Perform general maintenance tasks including moving furniture, hanging pictures/mailboxes/coat hangers, creating and placing signage, etc.
• Coordinate building repair and maintenance matters with the Georgia Building Authority (GBA), including preparing, submitting, and tracking work orders with GBA on behalf of the USO.
• Serve as backup to the Agency Tenant Coordinator on general building service matters related to the Trinity/Washington Street building. Assist with facility-related access issues including lockouts, issuing keys, and granting access, as appropriate, to offices, meeting rooms, storage areas, etc.

Other General Functions

• Performs administrative support tasks.
• Assists in the management of System Office property/inventory including management and the disposal of surplus non-asset items.
• Assists with Office Resources special projects which will include researching information and compiling data on spreadsheets; Assisting with Adhoc requests, efficiency improvement projects (e.g. new key database, new mail directory), creating project and special request documentation, and GBA estimate requests which entails coordinating appointments, inspections, measurements, etc.
• Attends annual seminars, conferences, and job training events for professional development required for the position.
• Performs related duties as assigned.

Education & Experience

• High school diploma and two (2) or more years of related experience and/or an equivalent combination of education and experience. Associates degree preferred.
• Experience operating hand trucks, dollies, flatbeds, hand tools, etc. required.
• At least three years in an office environment is a plus.
• Must have knowledge of mail machine management software, PeopleSoft Financial and basic accounting skills.
• Computer software proficiency including but not limited to MS Word, MS PowerPoint, MS Excel, Adobe Acrobat, WebEx, and TEAMs, cloud storage (e.g. SharePoint, OneDrive) and design tools required.
• Possession of or ability to readily obtain a valid driver’s license upon request required.

• Knowledge of modern office principles and practices.
• Knowledge of Board of Regents policies and procedures.
• Knowledge of records management principles.
• Knowledge of computers and job-related software programs.
• Knowledge of customer service principles and practices.
• Knowledge of surplus property guidelines.
• Skill in analyzing data and preparing reports.
• Skill in decision-making and problem-solving.
• Skill in interpersonal relations and in dealing with the public.
• Skill in oral and written communication.
• Ability to respond diplomatically to sensitive and critical issues.
• Ability to effectively multi-task.

For technical support, please contact OneUSG Connect Support by phone at (877) 251.2644, or by email at sscsupport@ssc.usg.edu.

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University System Office as determined by the University System Office in its sole discretion; confirmation of the credentials and employment history reflected in your application materials; and, if applicable, a satisfactory credit check. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

The University System Office is an equal employment, equal access, and equal educational opportunity, and affirmative action institution. It is the policy of the University System Office to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.