The Customer Service Coordinator (Coordinator Service III) ensures that Facilities operations are efficient and customer work requests are taken accurately, promptly and courteously using discretion.  They use customer service skills to answer telephones, review and prepare incoming and outgoing correspondences, assist visitors, and resolve and/or refer a range of customer problems and inquiries in a way that meets and exceeds customer expectations.

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 method for all Facilities work
• Clearly communicates via telephone, walk in’s, email, radio, Ready, and AiM Work Order systems
• Coordinates with campus departments for Utility and building shutdowns
• Work closely with USU Police and USU Fire Marshalls for any emergency work orders or Fire Code Violations and resolve safety and security issues
• Coordinate with USU Risk Management to resolve any Facility Insurance Claims placed by the Logan and Statewide Campuses
• Communicate and work closely with Deans, Vice Presidents, Directors and Department Heads throughout USU to resolve any Facility related issues and to schedule Facilities related work
• Cultivates good public relationships with different Facilities Departments, the Campus Community, and outside customers by understanding their needs and expectations, including
• providing technicians with the necessary information to complete a work request.
• Provide exceptional customer service in person, via e-mail and over the phone
• Determine 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.
• Work closely with Event Services 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
• 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. 
• Uphold 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.

Minimum Job Requirements:

• Four years of experience; or an associate degree plus two years of experience; or a bachelor’s degree
• Excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.
• Ability to work independently and effectively multitasking in a fast-paced, noisy office environment.
• Strong interpersonal skills, flexibility, and customer service orientation.
• Skill in the use of personal computer and related software application.

Preferred Requirements:

• Prior customer service experience

Knowledge, Skills, and Abilities

• Knowledge of University forms, policies and procedures
• Knowledge of numerous craft and trade functions
• Knowledge of service request procedures
• Knowledge of control systems, equipment and campus facilities
• 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

Along with the online application, please attach:

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”
2. Cover Letter to be typed/pasted at the end of your application

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

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.

Utah State University (USU) was founded in 1888 and is Utah’s land-grant and space-grant university. USU is one of only 146 research institutions in the U.S. classified as R1 “very high research activity” by the Carnegie Classification of Institutions of Higher Education. As one of the two premier research institutions in Utah, USU provides a high-quality education at an affordable price. With its main campus in Logan, the university serves approximately 27,500 students, including 24,255 undergraduates and 3,171 graduate students. USU Online has served students from all 50 states and 55 countries for 25 years.

USU’s statewide system features three residential campuses, 30 total campus locations, and 23 Extension education centers. The university employees 903 full-time faculty members, 124 executive administrators, and 1,649 full-time support staff. USU offers 115 undergraduate majors, as well as 91 master’s and 42 doctoral degrees. Learn more about USU.

A core characteristic of USU is engagement with communities and people in economic development, improvements to quality of life, and human capital. Through the practical application of knowledge, the University and its faculty engage and share expertise with the state, nation, and world, preserving the historical land-grant tradition of partnering with communities to address critical societal issues in the interest of the public good.

The USU main campus is located in beautiful Logan, Utah, a city of about 50,000 situated in a picturesque mountain valley about 80 miles north of Salt Lake City. Outstanding recreational opportunities abound in the nearby mountains and proximate region.

USU is sensitive to the needs of dual career couples and provides a Dual Career Assistance program to support careers for partners who are also seeking employment.

USU endeavors to provide reasonable accommodations to ensure equal access in all aspects of employment to qualified persons with disabilities. To request a reasonable accommodation for a disability, please contact the university’s ADA Coordinator in the Human Resource office at 435-797-0122 or submit a request at hr@usu.edu.

USU Land Acknowledgment

Please visit our website to learn about Utah State’s land acknowledgment of the eight tribes of Utah.

Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Old Main Rm. 161, 435-797-1266

Title IX Coordinator Hilary Renshaw, titleix@usu.edu, Old Main Rm. 161, 435-797-1266

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

U.S. Department of Education, Denver Regional Office, 303-844-5695, OCR.Denver@ed.gov

*updated 04/18/2022