Customer Service Manager

Posting Details

Position Information

Working Title Customer Service Manager
Classification Title Administrator I
Job Summary

Under general direction, the Customer Service Manager oversees the activities of the Customer Service Center in support of maintenance, preventative maintenance, repair, alteration, renovation, and construction of the University’s facilities and physical plant. The incumbent supervises the customer service staff and operations for the purposes of centralized planning, estimating, scheduling, coordinating, and facilitating work projects and campus key control; he/she is the administrator responsible for the computerized maintenance management system (CMMS); directs, coordinates, and supports the development and implementation of the CMMS and standard Work Control operating procedures. The Manager of Customer Service is also responsible for the oversight of the department’s warehousing system.

FLSA MPP - This position is defined in the Management Personnel Plan (MPP) of the California State University. It is excluded from the collective bargaining process and is exempt from overtime provisions of FLSA. This position is covered by health benefits.
Classification Salary Range

$2,502 to 8,818 monthly

Hiring Range $2,502 to 8,818 monthly
Salary Grade/Range 1
Step N/A
Is this position Hourly or Intermittent? No
Regular or Temporary Regular
Full Time or Part Time Full Time
Pay Plan 12
Work Hours Monday - Friday 7:30am-4:30pm; other hours as required
Department Information

The Customer Service Center is the first point of contact to Facilities Management. We provide the communications network for the department by receiving and dispatching routine and non-routine service requests keeping campus building occupants apprised of work going on that may affect business operations, and providing general information to the campus community and the public.

We also issue campus keys and electronic building access, estimate project costs, process work order billing, and maintain department inventory records. Our goal is to provide friendly, responsive, and efficient services and clear and timely communications to our customers. For more information about the Facilities Management Department please visit our website:
http://csus.edu/aba/facilities/units/customer-service.html

Minimum Qualifications
Required Qualifications

Education/Experience
1. Bachelor’s Degree from an accredited university
2. Three (3) years of experience working in and/or overseeing a customer service environment
3. Experience providing supervision and/or lead work direction
4. Experience in supporting the development and implementation of computerized maintenance management systems.
5. Experience using a relational database management system
6. Experience researching, analyzing, and recommending solutions to a range of complex issues
7. Experience using Microsoft Office Suite

Knowledge/Skills/Abilities
8. Excellent personnel management skills; comprehensive knowledge of effective personnel management practices.
9. Excellent written and oral communication skills
10. Excellent customer service skills
11. Excellent time-management, planning, and organizational skills to meet the demands of multiple deadlines.
12. Ability to maintain metrics to provide data and reports
13. Ability to evaluate processes and develop/implement process improvements
14. Ability to oversee and coordinate inventories

Conditions of Employment:
- Ability to pass a background check

Preferred Qualifications

15. Five (5) years of experience at an institution of higher education
16. Five (5) years of experience working at a CSU
17. Five (5) years of experience working in a facilities environment
18. Experience with strategic planning and process improvement with an emphasis on customer service; assessing and improving services using data to support actions
19. Experience supervising in a collective bargaining environment, directing and supervising professional staff in establishing goals and objectives, organizing work flow, delegating, and training.

Physical Demands
Required Licenses/Certifications

Valid California driver’s license and maintenance of safe driving record required.

Is Background Check Required Yes
Background Check Disclaimer

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with California State University, Sacramento. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current California State University, Sacramento employees who apply for the position.

Eligibility Verification

Candidate will be required to provide official transcripts of their highest degree earned and must furnish proof of eligibility to work in the U.S..

Hiring Preference Not Applicable
Conflict of Interest

The duties of this position include participation in decisions that may have a material financial benefit to the incumbent. Therefore, the selected candidate will be required to file Conflict of Interest Form 700: Statement of Economic Interest when they first occupy the position, an on an annual basis, complete ethics training within 6 months of appointment, and attend this training every other year thereafter.

California Child Abuse and Neglect Reporting Act

The person holding this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in the California State University Executive Order 1083 as a condition of employment.

Equal Employment Opportunity

California State University, Sacramento is an Affirmative Action/Equal Opportunity Employer and has a strong institutional commitment to the principle of diversity in all areas. We consider qualified applicants for employment without regard to race, color, religion, national origin, age, sex, gender identity/expression, sexual orientation, pregnancy, genetic information, medical condition, marital status, veteran status, or disability. Sacramento State hires only those individuals who are lawfully authorized to accept employment in the United States.

It is the policy of California State University, Sacramento to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need a disability related reasonable accommodation as part of the application and/or interviewing process, visit http://www.csus.edu/hr/departments/equal-opportunity/index.html.

The University is committed to creating an education and working environment free from discrimination, sexual harassment, sexual violence, domestic violence, dating violence, and stalking. For more information on mandatory training for new employees, visit http://www.csus.edu/hr/departments/equal-opportunity/Information%20for%20Job%20Applicants.html.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Fire Safety Right-To-know Act Notification. For additional information, visit http://www.csus.edu/aba/police/.

Posting Detail Information

Posting Number AS0141P
Number of Vacancies 1
Open Date 10/18/2017
Close Date
Open Until Filled Yes
First Priority Review Date 11/08/2017
Special Instructions to Applicants

For questions regarding this search, contact:

Contact Name Employment Services
Contact Phone 916-278-6326
Contact Email

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * What is the highest level of education attained?
    • GED
    • High School Diploma
    • Associates Degree
    • Bachelors Degree
    • Masters Degree
    • PHD
  2. * Do you have at least three (3) years of experience working in and/or overseeing a customer service environment?
    • Yes
    • No

Documents Needed To Apply

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
Optional Documents
  1. Letter of Recommendation