Customer Service Representative , Facilities Services

Job

Location:

Main Campus-Berkeley

Full/Part Time:
Full Time

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full‑time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities.

Find out more about how you can grow your career at UC Berkeley.

Facilities Services, a department within Facilities Services, is responsible for the maintenance of the campus buildings that total approximately 9.2 million square feet of state funded space plus approximately 4 million square feet auxiliary services space. To maintain a campus that is conductive to excellence in learning, research and public safety Facilities Services staff provide a full range of services, including custodial and grounds support, building maintenance, pest management, recycling and refuse collection, and management of utility infrastructure.

Facilities Services also manages the purchase and operation of energy resources and provides specialized engineering and technical services. Additionally, Facilities Services has a support service group which consists of Accounting, Customer Care, Fleet Services, Procurement - Contracts and Storehouse, and the Call and Business Center. The Call and Business Center is the central contact point for campus maintenance request.

To provide services to campus clients. Receive requests for service by phone and email and route appropriately.

• 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.
• 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.

• Effective written communication skills to prepare a variety of correspondence, reports, policies and procedures, and training documents.
• Active listening, interpersonal communication, and…