Customer Service Associate

Receives service requests via telephone, email, or on-line for all work to be completed or administered by Facilities Services. Ensures that requests are correctly funded, prioritized, and assigned for all types of services requested. The Customer Service Associate screens, triages, and processes requests via the AiM work management system. Work requests are then initiated and directed to the appropriate group responsible for the requested maintenance, repair, or alteration of campus facilities or equipment.

Duties include but are not limited to creating/maintaining a welcoming environment in the Customer Service Center, generating service orders and/or adding required phases to existing service orders in the work management system when requested, ensuring proper funding codes are utilized and phases are properly identified, running reports as requested, using various computer software to type, develop charts, graphs, spreadsheets, reports, presentations or other miscellaneous applications, organizing and maintaining electronic or hardcopy department files, working with the UNC-CH Records Management Program staff to comply with the records retention and disposition program for office records, compiling requested departmental information from multiple sources into one report when required, ensuring that there is always an organized and minimal supply of office supplies (pens, paper, and writing pads) at the least possible cost, reporting needed office equipment repairs to the Supervisor to minimize downtime, reporting any defective equipment, unsafe conditions or practices to the Supervisor, appropriately using the equipment and ensuring that access codes are logical and secure when applicable, maintaining a consolidated craftsman building/zone assignments list by proactively seeking updates from supervisors and others as staffing and building/zone assignments change, maintaining a consolidated craftsman cell phone and radio number contact list, providing the Department with the most current version of the Campus Building/Departmental Contact List, working with supervisors to obtain shop daily work assignments and vehicle information changes, and working with Information Technology to update email distribution lists and/or list serves.

The Lead Customer Service Associate also provides on-site leadership to one or more Customer Service Associates which includes providing training, coordinating daily routines and the work assigned to the Customer Service team by the Asset Manager; and monitoring workplace safety. The Lead Associate may also serve as a liaison to campus customers in conjunction with the Asset Manager to solicit feedback from customers about the effectiveness of the work unit and identify opportunities to improve upon the service provided. To bring feedback and resolve any opportunities.