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Coliseum Customer Service Representative
Ref No.: 18-10641
Location: Los Angeles, California
Coliseum Customer Service Representative
Los Angeles, CA
Long Term Contract
Working Days/Hours: Training will be M-F 8-4:30p and will last about 4-5 weeks. Once trained, this person will be working the graveyard shift 10p-6:30am on Saturday and Sun ( the weekends), their days off will be Monday and Tuesday and will then work 3 days during the week (Wed-Fri working 11am – 7pm)


Ideal Candidate: Someone who is a fast learner. This is a call center that supports Facilities for Client (leaky sinks, elevator is stuck, a patient's room is too cold etc). They need a critical thinker that is quick on their feet and doesn't require a lot of hand holding and can learn protocols fast.


Provides customer service for Facilities Management Services Customer Resource Center for service requests and work orders. Meets customer needs, provides information and follows up with customers.
Answers telephones, screens and routes to appropriate party.
Responds to inquiries related to facilities operations and service request status, as appropriate, requiring knowledge of department policies and procedures.
Creates service requests and work orders.
Performs a variety of routine clerical tasks.
Processes utility shutdowns.

Provides customer service for Facilities Management Services Customer
Resource Center for service requests and work orders.
Meets customer needs, provides information and follows up with customers.
Acts as a liaison between Project Manager and customer.
Coordinates, communicates and implements project process such as time frame for completion and costs with customer, as needed.
Answers telephone(s). Screens and forwards calls.
Responds to inquiries related to facilities operations and service requests status, as appropriate, requiring knowledge of department policies and procedures.
Routes calls, as appropriate.
Accurately takes and delivers messages.
Creates service requests and work orders.
Assigns service priority and dispatches personnel.
Closes work orders and enters closing notes as detailed by service technicians.
Researches status of work requests in order to communicate to customers.
Prepares and submits daily activity reports on service requests to ensure follow
through on requests.
Enters timecards and absences into the database software such as an online
timekeeping system and the Facilities Management Information System (FAMIS).
Researches missing time cards and incorrect data.
Processes utility shutdowns.
Creates notices, notifies building management, posts notices on buildings, monitors critical alarms off hours, notifies on call technician with any pertinent information, as needed.
Monitors critical alarms and informs management and customers on status of
building alarms.
Documents details on daily activity report.
Prepares daily activity reports for management regarding status of work order activity pertaining to issues such as floods, fire alarm activations and power outages.
Tracks, distributes and collects building keys, gas credit cards and vehicle report
manuals.
Track, compiles and submits monthly report regarding feedback pertaining to Facilities Management Services programs and services, as required.
Orders and tracks equipment purchases.
Assists with training staff and student workers on work processes and procedure.


EMERGENCY RESPONSE/RECOVERY:
Essential:
In the event of an emergency, the employee holding this position is required to
"report to duty” in accordance with the university's Emergency Operations Plan
and/or the employee's department's emergency response and/or recovery
plans. Familiarity with those plans and regular training to implement those
plans is required. During or immediately following an emergency, the employee
will be notified to assist in the emergency response efforts, and mobilize other
staff members if needed.

Skills: Administrative:
Answer telephones
Communicate with others to gather information
Customer service
Gather data
Input data
Maintain logs
Prioritize different projects
Research information
Understand and apply policies and procedures
Use database and/or word processing software

Skills: Machine/Equipment:
Calculator
Computer network (department or school)
Computer network (university)
Computer peripheral equipment
Fax
Personal computer
Photocopier
Minimum Education: High school or equivalent

Minimum Experience: 2 years
Preferred Experience: 3 years
Minimum Field of Expertise: Previous customer service and/or experience.