Assistant Customer Service Center Supervisor
The University of California, San Diego
About this position
Position Overview
Join the Residential, Retail and Supply Chain Services (RRSS) team at UC San Diego, a dynamic and innovative campus department dedicated to delivering exceptional service to the university community. As a valued RRSS team member, you will be contributing to a broad and complex organization consisting of five key units: Housing, Dining and Hospitality (HDH), Integrated Procure-to-Pay Solutions (IPPS), the UC San Diego Bookstore, Triton Print & Digital Media, and the Early Childhood Education Center (ECEC). With a focus on innovation and customer satisfaction, RRSS aims to inclusively meet the diverse needs of the UC San Diego community while fostering a sense of belonging for our students and staff. As a member of the HDH team, you will be part of a self-funded unit with over 1,200 staff employees, over 2,000 student employees, and an annual operating budget of $371 million, providing housing and dining services to over 20,000 students, faculty, staff, and their families. At UC San Diego, we believe a job is more than just employment - it's a chance to be part of something meaningful. Along with competitive pay, we offer outstanding benefits, retirement plans, and a supportive environment that encourages both professional development and personal growth. Benefits begin on your first day!
Position Description
Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Works on issues of limited scope. Under direction of the Customer Service Supervisor, supervises operational staff that provides support for HDH's Maximo system. Provides training as required to help end-user's interactions with systems. Makes recommendations regarding the development, implementation, training and tracking of Standard Operating Procedures (SOPs) relating to department workflow. Recommends measures in Maximo to improve reliability, accountability, quality, performance, work conditions and safety and increase efficiency of the department using a team approach. Supervises the overnight staff of the 24/7 Customer Service Call Center for the Housing and Dining Hospitality (HDH) Department serving a physical plant of approximately 5 million square feet, producing work documents and routine reports as well as numerous Maximo ad hoc reports. Supervises the intake, data-entry, emergency response, work referral, administration and follow-up of requests submitted via phone, radio, online, and/or email. Ensures direct reports accomplish results by communicating department expectations; planning monitoring, and appraising job results; coaching, counseling, and disciplining employees when necessary. Researches and resolves service problems, analyze and recommend solutions while developing positive work relationships, campus community and vendors. Maintain a safe and secure work environment.
Qualifications
Ability to lead a call center dealing with customer issues, maintenance work requests, and minor emergency responses in a large, complex higher education, health care, or private industry or organization. Supervisory experience with a proven track record of successfully leading teams. Experience motivating, inspiring and achieving results through others. Experience planning and conducting training sessions. Working knowledge of the organization's processes and procedures, rules and regulations. Working knowledge of policies and procedures relative to facilities maintenance, equipment, customer service, dispatch, building maintenance, safety and emergency preparedness. Advanced experience in database and spreadsheet application to build, modify, and operate complex database applications; ability to manipulate and translate a variety of data into effective management reports, metrics, summarize and make recommendations. Background in computerized maintenance management systems. Interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising, and counseling to effectively motivate others. Knowledge and skill in making sound independent judgments, maintaining calm and professional demeanor. Ability to train staff to communicate clearly, courteously and diplomatically. Strong service orientation with the ability to effectively manage multiple priorities. Ability to track issues and projects to completion with staff. Skills to evaluate issues and identify resolutions. Proven ability to independently analyze complex problems, draw conclusions, and develop and implement innovative solutions. Ability to work in a team environment, remaining attentive to ideas, recognizing responsibilities, and actively participating with others to accomplish assignments and achieve desired goals. Knowledge of Web documents and HTML. Skilled in the use of logical analysis, problem escalation, documentation and reporting while using tact and diplomacy. Experience with computer software programs to accomplish work including but not limited to MS Word, Access, Excel, Outlook and Computerized MAXIMO maintenance Management system. Possess a positive attitude and professional demeanor, setting and maintaining a professional example. Displays a pro-active approach and a “can do” attitude to getting the job done.
Job Location
Campus