What are the responsibilities and job description for the Manager, Facilities Customer Service position at Salt Lake Community College?
The Facilities Customer Service Manager under minimal supervision of the Senior Director serves as the central communication manager for Salt Lake Community College (SLCC) Facilities Services. This role is responsible for managing newsletters, construction and maintenance updates, website improvements, division communication, customer support, coordination of maintenance and event work orders, surveys, and facilitating coordination between all Facilities Services departments. Additionally, this position oversees the CMMS (Computer Maintenance Management System), including asset management, repair and maintenance, preventive maintenance, and data management.
The Facilities Customer Service Manager collaborates with all departments within the Facilities Services Division to enhance communication and coordination, ensuring clear and effective distribution of information related to facilities projects, updates, and events. This role is crucial for internal and external communications, event coordination, crisis communication, feedback collection, and continuous improvement.
This position works under broad direction with full accountability for their own work or projects. Receives assignments in the form of objectives. This requires someone who is self-directed, a strong problem-solver and the ability to resolve conflict.
This position works under broad direction with full accountability for their own work or projects. Receives assignments in the form of objectives. This requires someone who is self-directed, a strong problem-solver and the ability to resolve conflict.
SLCC Facilities Service comprises 9 departments with approximately 300 employees, servicing 8 campuses around Salt Lake County, covering a total of 2.6 million square feet of managed facility space., 374 acres, and a fleet of 145 vehicles.
This position requires a proactive individual who can effectively manage multiple tasks and communicate clearly with different audiences. The Facilities Customer Service Manager will play a crucial role in promoting and supporting the Facilities Division’s goals and initiatives.
Essential Responsibilities and Duties
- Communication Hub: Serve as the central point of contact for SLCC Facilities Services, managing internal and external communications (newsletters, maintenance notices, construction updates, closures, outages, surveys, websites, and social media). Coordinate work orders and project information to ensure successful handoffs. Assist in writing and updating procedures, job descriptions, training guides, and manuals. Maintain and update project dashboards and signage. Collaborate with the marketing department for blog posts, news articles, and other important information dissemination.
- Manager Customer Service Team: Lead, supervise, and manage a team of Customer Service employees (usually around 5).
- Division Communication: Facilitate effective communication between departments within the Facilities Services Division.
- CMMS Management: Administer the Computerized Maintenance Management Systems (CMMS) like Dematic Sprocket, including asset management, repair and maintenance tracking, and preventive maintenance scheduling.
- Work Order Coordination: Manage and coordinate all work orders, ensuring timely and efficient completion. Communicate relevant updates to all parties
- Event Coordination: Ensure college event support is properly requested and coordinated.
- Customer Support: Engage with the customers to address inquiries and provide updates on facilities-related matters. Proactively solve customer concerns and resolve unavoidable complaints.
- Website Management: Oversee the Facilities Service website, ensuring it contains up-to-date, organized, and accurate information that is easy to find and navigate.
- Marketing and Communications: Play a key role in external communication efforts related to Facilities Services by closely collaborating with the Marketing and Communications department.
- Crisis Communication: Handle crisis communication, ensuring accurate and timely dissemination of information to relevant parties.
- Feedback: Collect and analyze feedback to improve Facilities Services operations and customer satisfaction.
- Continuous Improvement: Drive innovation and support change implementation in the continuous improvement model.
- Onboarding, Training, and Employee Support: Manage onboarding, training, and employee support through the Facilities Employee Specialist.
- Budget Management: Manage the Customer Service labor and operational budgets and inter-departmental billings.
- Other duties as assigned.
- Bachelor’s degree (120 credit hours completed) from an accredited college or university in communications, marketing, public relations, business, or a related field.
- One (1) to four (4) years of direct, paid, full-time experience as a proven leader with strong focus on communications, customer service, and balancing numerous responsibilities concurrently.
Note:
- Part-time direct work experience may be considered on a prorated basis.
- Must have a valid Utah drivers license.
- Proven experience in a Facilities environment or related field.
- Experience managing websites.
- Experience with CMMS (computer maintenance management systems).
- College or university work experience.
Knowledge:
- Comprehensive understanding of all Facilities Services Departments.
- OSHA safety requirements and SDS labels/sheets.
- College policies and procedures.
- Facilities equipment and maintenance procedures and processes.
- MS Office Suites (Excel, Word, Outlook), Adobe Suites (Photoshop, Adobe Pro), Banner, Etrieve forms, and Android/iOS operating systems.
Abilities:
- Self-directed with strong problem-solving and conflict resolution abilities.
- Handle sensitive and highly confidential information securely.
- Respond to campus emergencies during off-hours, as necessary.
- Ability to communicate effectively with a broad range of people with a variety of abilities and backgrounds, to maintain good working relationships across the College. Ability to work with all groups from a variety of academic, socioeconomic, cultural, and ethnic backgrounds, and with community college students, faculty, and staff, including those with disabilities.
- Assist Facilities Services with special events.
Full consideration will be given to applicants who apply on or before the priority review date indicated above.
More information about Salt Lake Community College benefits: https://i.slcc.edu/culture/benefits/index.aspx
SLCC Highlights
Salt Lake Community College is Utah’s largest open-access college with the most diverse student body in the state. We proudly educate 45,000 students pursuing degrees in 100 programs across 8 areas of study, and Utah’s fastest growing industries and four-year baccalaureate programs consistently welcome SLCC graduates. Every SLCC employee has a hand in transforming students’ lives to strengthen its surrounding communities. SLCC employees work at 11 locations across the valley and capital city of Salt Lake with easy access to the beautiful Wasatch Mountains, world-class outdoor recreation, sporting events, museums, history, and arts and entertainment.
Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.
FLSA Exempt SLCC Information
Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.
Salt Lake Community College (SLCC) is fully committed to policies of equal employment and nondiscrimination. The College does not discriminate on the basis of race, color, national origin, age, sex, sexual orientation, gender identity, genetic information, disability, religion, protected veteran status, expression of political or personal beliefs outside of the workplace, or any other status protected under applicable federal, state, or local law.
SLCC is a participating employer with Utah Retirement Systems (“URS”). In addition to URS, SLCC offers several other retirement account options.
This position is subject to a successful completion of a criminal background check.
SLCC is a participating employer with Utah Retirement Systems (“URS”). In addition to URS, SLCC offers several other retirement account options.
This position is subject to a successful completion of a criminal background check.
