Client Services Representative

Client Services Representative

The Client Services Representative reports to the Executive Director, Client Services and works closely with Operations shop representatives, their managers, and departmental colleagues to provide high quality, reliable service to clients across Columbia University's Morningside campus, including assigned buildings and other designated locations.

Responsibilities

• Address and analyze complaints and issues related to building management in Columbia University's academic and administrative spaces, and follow up to support timely resolution
• Support the maintenance of science and engineering buildings with research and instructional laboratory space, libraries containing historic and or delicate materials, and academic and administrative spaces located in older or otherwise vulnerable buildings. Ensure that these locations are properly maintained and provide timely follow up to management regarding information flow and client expectations to maintain a high standard of client service
• Manage small client projects involving multiple Operations shops, vendors, and or contractors
• Identify appropriate trade contracts, assist clients with material selection, coordinate timelines among multiple vendors, and help drive projects through completion
• Ensure that Operations performance meets the service expectations of a broad client base and supports targeted productivity measures related to customer satisfaction
• Work closely with CUFO staff to provide the support required by clients
• Remain current on all CUFO policies and procedures and assist clients in navigating the facilities services available to them
• Assist in the development and implementation of preventive programs in assigned locations
• Work closely with the Executive Director to analyze feedback and collaborate with other CUFO staff to adjust programs, schedules, and labor requirements based on building needs
• Interact with faculty, researchers, librarians, and senior administrators, and serve as a point of contact for CUFO building facilities representatives
• Perform other duties as assigned in support of University facilities operations
• Be available to work off hours, weekends, late nights, and extended hours as needed

Minimum Qualifications

• Bachelor's degree in engineering, facilities management, hospitality management, or a related field, or equivalent experience required
• Minimum of 2 to 4 years of related experience required
• Excellent customer service skills
• Experience managing facilities services, including fiscal responsibility, workflow, and resource coordination
• Proficiency in spreadsheet and word processing applications
• Strong problem solving and interpersonal skills, with the ability to apply them effectively in the field
• Demonstrated ability to read and interpret blueprints, diagrams, and equipment manuals
• Excellent written and verbal communication skills
• Experience managing equipment and building infrastructure issues
• Ability to remain calm and diplomatic in stressful situations
• Ability to manage multiple project deadlines simultaneously

Preferred Qualifications

• Familiarity with the physical requirements of a variety of space types, including research and teaching laboratories, libraries, and older or otherwise vulnerable office and classroom spaces, as well as related safety, research compliance, and infrastructure considerations
• Experience working in research laboratories and knowledge of research compliance and laboratory safety policies and procedures are helpful
• Knowledge of New York City building codes and regulations is preferred

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.