Customer Service Coordinator III (Customer Service)

Facilities Customer Service Coordinator Service III

The Facilities Customer Service (Coordinator Service III) role is primarily the first touch point and central communication hub for USU Facilities. As such, this position is responsible for a vast array of knowledge regarding all of USU buildings, key and access control systems, and USU policies and procedures. This position also ensures that Facilities operations are efficient and that customer work requests are taken accurately, promptly and courteously using discretion as needed. Kind, patient, and prompt customer service skills are required to answer telephones, emails, and various other incoming and outgoing correspondences. Will assist visitors, and resolve customer concerns and inquiries in a way that exceeds customer needs. Works closely as a team and independently to make sure that the day-to-day building operations and access run smoothly.

Responsibilities

Assists Customer Service Desk as follows:

• Serves as the main point of communication between all of central and statewide campuses and Facilities departments.
• Responsible for determining level of work done and make assignments to appropriate shop(s) on all work requests.
• Responsible for determining appropriate billing information for all Facilities work.
• Clearly communicates via telephone, walk in's, email, radio, Ready, and AiM systems.
• Coordinates with campus departments for utility outages and construction notices.
• Works closely with USU Public Safety departments for any emergency work or Fire Code Violations and resolve safety and security issues.
• Coordinates with USU Risk Management to resolve any Facility Insurance Claims placed by the Logan and Statewide Campuses.
• Communicates and works closely with Deans, Vice Presidents, Directors and Department Heads throughout USU to resolve any Facility related issues and to schedule Facilities related work.
• Cultivates positive relationships with different Facilities Departments, the USU Campus Community, and public by understanding their needs and expectations, including providing technicians with the necessary information to complete a work request.
• Provides exceptional customer service in person, via e-mail, phone, and numerous computer programs.
• Determines levels of access for key requests submitted by departments on central and statewide campuses.
• Assists in the smooth and efficient scheduling of moving services; to ensure that customers' needs are met.
• Works closely with USU Office of Events to communicate services from Facilities for scheduled events.
• Records key deposits via cash or credit card and issue refunds to key patrons.
• Reconciles cash drawer nightly.
• Reconciles key & access rights annually with USU Departments.
• Assists with providing access to USU personnel within access control program.
• Assists the Supervisor of the department and other Customer Services team members in a variety of office functions and duties.
• Assists students, faculty, and staff with highly varied, complex, and non-recurring questions/problems.
• Provides training to internal and external departments regarding Facilities work order requests, access control (key) requests.
• Performs miscellaneous data entry and job-related duties as assigned.
• Upholds Facilities Mission & Values.

Performs duties and responsibilities as follows:

• Establishes, maintains, and updates files, databases, records, and other documents.
• Composes and word processes a variety of standard documents and correspondence. Uses various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and format data and reports.
• Coordinates with other departments to accomplish specialized tasks by obtaining relevant data.
• Attends customer service building visits as requested; takes notes, follows up with reported problems and issues.
• Orders, stocks, and distributes office supplies as needed.
• Sorts, screens, and distributes incoming and outgoing mail and e-mails as needed.
• Builds and maintains relationships with building representatives and campus community.
• Performs miscellaneous job-related duties as assigned.

Qualifications

Minimum Job Requirements:

• Four years of experience; or an associates degree plus two years of experience; or a bachelor's degree in an office environment with excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.

Preferred Requirements:

• Prior customer service experience is preferred
• Knowledge of BOX & Service Now programs
• Knowledge of USU Buildings and outdoor spaces
• Knowledge of numerous craft and trade functions

Knowledge, Skills, and Abilities:

• Ability to work independently as well as in a fast-paced team environment
• Effective multitasking in a fast-paced, noisy office environment.
• Ability to act quickly, calmly, and effectively in urgent and emergent situations
• Strong interpersonal skills, flexibility, and customer service orientation.
• Skill in the use of multiple computer and related software applications
• Skill in Microsoft programs
• Knowledge of University forms, policies and procedures
• Knowledge of service request procedures
• Knowledge of control systems, equipment and campus facilities
• Skill in the use of personal computer and related software application
• Skill in handling customer complaints and problems
• Ability to organize information and prioritize tasks effectively
• Ability to communicate effectively orally, electronically and in writing
• Ability to maintain confidentiality
• Ability to maintain control and composure in a fast-paced, stressful environment
• Ability to make decisions when administrators are not present
• Ability to work accurately under pressure, while responding to the many needs of the office at once

Core Characteristics:

• Decision Making
• Problem Solving
• Team Working
• Conflict Resolution
• Customer Focus
• Integrity and Trust

Required Documents

Along with the online application, please attach:

• Resume to be uploaded at the beginning of your application in the Candidate Profile under "Resume/CV"
• Cover Letter to be typed/pasted at the end of your application

**Document size may not exceed 10 MB.**

Advertised Salary

Commensurate with experience, plus excellent benefits

ADA

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights

Founded in 1888, Utah State University is Utah's premier land-grant, public service university. As an R1 research institution, Utah State is dedicated to advancing knowledge and serving the public good through innovative research and scholarly activities that are grounded in reciprocal engagement with local, regional, and global communities. USU prepares students to be active, civically engaged leaders who are prepared to address critical societal challenges. Dedicated to providing a high-quality and affordable education, USU remains a leader in research, discovery, and public impact.

USU enrolls over 29,800 students, both online and in person at locations throughout the state. Utah State's 30 locations include a main campus in Logan, Utah, residential campuses in Price and Blanding, and six additional statewide campuses, along with education centers serving every county. USU educates students from all 50 states and more than 80 countries. For over 100 years, USU Extension has served and engaged Utahns, serving every county in the state.

Competing at the NCAA Division I level, USU is a proud member of the Mountain West Conference and will join the Pac-12 Conference beginning in the 2026-2027 season. The Aggies' long-standing tradition of athletic and academic excellence is exemplified by recent Mountain West regular-season and tournament championships in women's volleyball, three consecutive Mountain West tournament titles in women's soccer conference championships, and a first-ever conference championship for gymnastics, reflecting