Customer Service Representative (4722C), Facilities Services -
About Berkeley The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date The First Review Date for this job is: December 14, 2018
Departmental Overview Facilities Services (formerly Physical Plant--Campus Services) works to maintain a campus built environment that is conducive to teaching, learning and research. We strive to continuously improve the campus in partnership with all members of the campus community. Facilities Services is comprised of the following units: Campus Recycling and Refuse Services, Custodial Services, Environmental Services, Grounds Operations Shops, Quality Assurance & Customer Service, Sustainability and Engineering Services, People's Park.
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.
Run reports and process data from reports for crafts shops including: Labor distribution report, work discrepancy report, work load report, and assist tag reports. Process reports from accounting, for work orders in a recharge status without account numbers, or work orders within a MOP status with an account number.
Work with payroll on discrepancy reports from timesheet to time card data. Enter and process all timecards submitted by crafts. Reports on missing timecards or data to Superintendents or Assistant Directors. Work with Superintendents on corrections in reported data and billing issues to clients. File and keep all timecards in safe and auditable area for 5 years. Collect and process administrative monthly timesheets for processing to Payroll. Assist with timecard information form crafts personnel.
Verify work order number/task on each daily timecard. Work order creation, including knowing the right status, fom1atting, and how to apply recharge policy. Work order completion including entering of notes of crafts response and knowing complete status'.
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.
Must have one to two years of call center experience in a Physical Plant environment.
Strong oral communication.
Problem solving skills
Must be able to work in a team environment.
Microsoft applications-Word, Excel, Internet, Dynalogic or comparable software
Ability to work with reports and spreadsheets.
Data Entry: Ability to type on a computer keyboard sufficient to meet position demands.
Understanding of University recharge policy
Salary & Benefits This is a non-exempt, hourly position. The hourly pay for this role is: $23.47 p/hour
For information on the comprehensive benefits package offered by the University visit:
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.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.