Customer Service Assistant - Call Center

How to Apply

Apply through umjobs.org (click on "APPLY NOW" box on upper right corner of this page).

Summary

The Plant Operations Call Center Customer Service Assistant is the primary point of contact for the University of Michigan-Dearborn campus community. This position provides essential support for facilities operations and the campus community.

Responsibilities*

• Provide exceptional communication and customer service.
• Greet customers, contractors, faculty, staff and students.
• Answer inquiries related to facility-related issues and concerns.
• Gather needed information to disseminate properly to staff and ensure issues are addressed.
• Assess, document and resolve concerns received by phone, fax, email, or walk-ins.
• Become proficient in the use of the electronic work order system (AiM). Input customer requests, update system notes, assign work to appropriate staff members, set up online customer request interfaces for end-users, provide customer training for the online work request process, print and run reports and queries, set up standard work desks and queries on departmental computers.
• Train staff how to properly complete and close out work requests assigned to them.
• Dispatch appropriate Facilities Operations Staff to address customer requests and facilities concerns by radio.
• Support management in ensuring that customer?s requests are handled in a timely manner.
• Demonstrate teamwork and professionalism with co-workers.
• Provide administrative support for the office, including, but not limited to: filing, copying, faxing, and creating professional documents in Microsoft Word, Excel, and Power Point.
• Modify the preventative maintenance program, where necessary, to improve overall preventative maintenance.
• Other duties as assigned.

Required Qualifications*

• Excellent verbal and written communications skills.
• Ability to communicate clearly and effectively in written and spoken English.
• Ability to accurately handle multiple tasks while performing exceptional customer service.
• Ability to respond professionally with a high degree of empathy and multiple problem-solving strategies if customers are unhappy.
• Ability to identify high priority concerns and prioritize accordingly to provide a timely resolution.
• Strong attention to detail and collaborative problem solving skills.
• Ability and willingness to learn quickly and put to use new skills.
• Reliable and timely attendance.
• Considerable experience using a variety of computer applications including Microsoft Office software.
• High School diploma or equivalent education.

Desired Qualifications*

• Knowledge of maintenance, facilities, construction, grounds, and utility terminology.
• Considerable experience with Microsoft Office Suite and windows environment
• Ability to deal with Difficult Customers

Additional Information

Temporary - approx. 20 to 24 hours per week. $18.00 - $24.00 per hour depending on qualifications. Must be able to work Monday through Friday between the hours of 7:00 AM and 3:30 PM

Nonexempt

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.