Client Services Specialist

Client Services Specialist UC Riverside's Facilities Services is recruiting for the Client Services Specialist. The full salary range for the Client Services Specialist is $32.74 - $52.32 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Under the general supervision of the Director of Client Support Services, the Client Services Specialist serves in a critical customer service focused role as the designated point of contact in Facilities Services for all incoming inquiries, work orders, and service requests from campus. Maintains knowledge and understanding of the Campus Guide to Services and all Service Level Agreements (SLA), skilled trades, and general facilities services provided in order to interpret the customer's needs, and successfully manage the work order intake and review process for Facilities Services. Responsible for consolidating a high volume of service requests from a variety of contact points including the online work order system, phone, email and direct communication from campus staff and visitors. Analyzes service requests and ensures all requests for services are properly prioritized, assigned, and reviewed for accurate funding in order to delegate work order to the appropriate unit of Facilities Services, including various skilled trades, custodial services, landscape services, resource management, etc. Manages the flow and follow up of inquiries from campus customers to ensure timely response and escalation, as needed. Collaborates with the Client Support Services team to drive timely work order intake and review process in support of providing KPI's to FS leadership. With direction, manages the Client Support Services Student worker program; participates in the recruitment and selection process, provides training and daily guidance, and directs work assignments, as appropriate. Provides communication support and issues emergency notifications to essential staff and campus customers, accurately maintains communication tools such as building distribution lists, and continuously reviews and updates existing and newly developed Standard Operating Procedures (SOP) in relation to intake and customer support. Oversees day-to-day general office administration including distribution of departmental mail, secure distribution of customer keys, support for facilities vendors, and performs other client service support duties as needed. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff. As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements. Educational Requirements Bachelor's degree in related area and/or equivalent experience/training. - Required Experience Requirements 2 - 4 years of related experience in customer service and/or office administration. - Required Experience with facilities operations including skilled trades, custodial, landscape and similar operations. - Preferred Experience with online work order systems. - Preferred License Requirements Valid CA Driver License - Preferred Special Conditions Hired candidate must successfully pass a background check prior to appointment start date. - Required Overtime - Required Occasional travel for university related business meetings, conferences and/or professional development. - Preferred Minimum Requirements Ability to use sound judgment in responding to issues and concerns. Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing. Solid organizational skills and ability to multi-task with demanding timeframes. Ability to use discretion and maintain confidentiality, as appropriate. Solid technical skills with ability to generate documents, reports, presentations, etc. using Microsoft Office Suite of Programs. Solid customer service skills with ability to interact effectively with all levels of staff and ability maintain professionalism at all times. Ability to gather, consolidate, and analyze data for service requests and other reporting needs. Ability to accurately maintain a variety of departmental work order intake and client support documents, including SOP's and communication lists. Preferred Qualifications Knowledge of online based work order systems. Knowledge and understanding of facilities services operations to include skilled trades, custodial, landscape, resource and other services. Knowledge of UCR campus policies and procedures. Ability to provide direction to staff.