JOB SUMMARY

Under general supervision, provide information, instruction, and assistance to campus customers by answering questions and providing one-on-one customer resolution over the telephone, email or other channels.

Collaborate with the Customer Experience team, including specialists and analysts, to research and find solutions to customer concerns related to maintenance and building issues. Utilize historically related work tasks and ask probing questions to identify a possible source of issues and gather necessary information to appropriately log and route work requests.

Utilize Asset Management System (AMS) to log incidents and service requests received via telephone into AMS for tracking. Maintain integrity of data entered into AMS database system.

Identify communication and training needs for campus customers. Develop recommendations for process improvements.

POSITION INFORMATION

PHYSICAL DEMANDS

• Work overtime to meet operational needs.

WORK ENVIRONMENT

• Ability and willingness to be flexible with work shifts as required by business needs.
• The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

QUALIFICATIONS

Required:

Minimum Education/Experience

• Experience working in a call center or similar customer service environment.
• Experience in providing customer service/support to a diverse audience, including in-person, phone and/or online (e.g. e-mail) interactions.
• Experience with comprehending and applying written reports, procedures and technical materials and communicating that information, to both technical and non-technical audiences, verbally and/or in writing.
• Experience operating a computer in a PC environment and ability to work within the Microsoft Office suite.

Minimum Knowledge, Skills, and Abilities (KSA)

• Interpersonal skills to collaborate and work effectively in a diverse environment.
• Well-developed problem solving skills and skill to interpret detailed data of customer responses and resolve issues.
• Organizational skills to effectively manage multiple assignments and competing deadlines.

Preferred:

Preferred Education/Experience

• Experience producing informational and instructional materials suitable for all levels of knowledge in a given subject.
• Experience in a fast paced customer service environment.

• Knowledge of facility operations.
• Knowledge of UC policies and procedures.
• Working knowledge of Tririga software.

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve.

We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.

As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.

The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.