Customer Service Representative (4722C), Facilities Services - #84569

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full-time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. Find out more about how you can grow your career at UC Berkeley.

Departmental Overview

Facilities Services, a department within Facilities Services, is responsible for the maintenance of the campus buildings that total approximately 9.2 million square feet of state funded space plus approximately 4 million square feet auxiliary services space. To maintain a campus that is conductive to excellence in learning, research and public safety Facilities Services staff provide a full range of services, including custodial and grounds support, building maintenance, pest management, recycling and refuse collection, and management of utility infrastructure. Facilities Services also manages the purchase and operation of energy resources and provides specialized engineering and technical services. Additionally, Facilities Services has a support service group which consists of Accounting, Customer Care, Fleet Services, Procurement - Contracts and Storehouse, and the Call and Business Center. The Call and Business Center is the central contact point for campus maintenance request.

Position Summary

To provide services to campus clients. Receive requests for service by phone and email and route appropriately.

Responsibilities

• Receive calls from internal/external clients, assess priorities, advance requests, process work orders, handle client complaints, run status reports, process night log and work on call log, process web requests, process UCPD lock requests, coordinate with grounds for outdoor facility requests, receive work and support requests from crafts, and receive auto dialer alarm calls.
• Coordinate with leads for communication of work status information back to clients.
• Coordinate with departments for special event requests.
• Process shutdown requests from crafts, project managers, building personnel, external utility providers, and the city of Berkeley; coordinate with crafts and buildings on verifications, approvals, and confirmations of scope, time, & dates.
• Run reports and process data from reports for craft shops including: Labor distribution reports, work discrepancy report, work load report, and assist tag reports.
• Process reports from accounting, for work orders in recharge status without account numbers, or work orders within a MOP status with an account number.
• Work order creation, including knowing the right status, formatting, and how to apply the recharge policy.
• Work order completion including entering critical information about crafts' response and knowing complete statuses.
• Additional duties as assigned by the Supervisor.

Required Qualifications

• Effective written communication skills to prepare a variety of correspondence, reports, policies and procedures, and training documents.
• Active listening, interpersonal communication, and problem-solving skills to effectively resolve questions, concerns, issues, or problems and ensure cooperative and productive professional working relationships with a broad workforce in a complex organizational structure.
• Must be proficient with Microsoft Office applications.
• Ability to learn computerized Maintenance Management System (IBM) software.
• Payroll timekeeping software (Kronos) or comparable system.
• Working knowledge of practices and procedures relating to facility maintenance.
• Working knowledge of practices and procedures of safety and emergency preparedness.
• Ability to understand the University's recharge policy.
• Ability to function under fluctuating workloads, with frequent distractions and interruptions, and complete heavy workloads with established timeframe.
• Able to work under pressure of deadlines in a stressful environment.
• Organizational skills to work on multiple tasks with competing deadlines, to establish goals and workload priorities, and to meet deadlines.
• Able to work both independently and as part of a team.
• Proficiency in typing and proofreading; both keyboard and 10-key.
• Ability to work with reports and spreadsheets.
• High school diploma and/or equivalent experience/training.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted hourly range that the University reasonably expects to pay for this position is $32.75 (Step 4) - $36.71 (Step 9).

• This is a 5-month, full-time, temporary position at (40 hours/week).
• This is a non-exempt, biweekly-paid position.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html
• This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.
• This position is eligible for up to 60% hybrid work. Exact arrangements are determined in partnership with your supervisor to meet role responsibilities and department needs, and are subject to change.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Misconduct

SB 791 and AB 810 Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. 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 status under state or federal law.