Customer Service Representative

Type of Appointment: Full-Time, Probationary
Collective Bargaining Unit: California State University Employees Union – Unit 7
Job Classification: Administrative Support Coordinator I
Anticipated Hiring Amount:$3,864 - $4,606 per month
Work Hours: Monday – Friday 8:00 am-5:00 pm

THE DEPARTMENT
Facilities Planning and Management (FP&M) serves as the lead organization for planning, developing, and maintaining the campus's natural and built environments to support the university's mission. The department seeks to preserve and enhance CPP's history, aesthetics, physical assets, and natural ecosystems through coordinated planning, design, and construction of buildings, roads, infrastructure, landscaping, and other physical improvements. As an advocate on behalf of the university and its auxiliaries, FPM strives to provide facilities that meet scope, budget, operational needs, and functional requirements. FPM is comprised of approximately 200 facilities professionals (FTE) who also provide maintenance services, including custodial services, landscaping, recycling, building and mechanical trades, energy and utility management, fleet, and auto services. The workforce is culturally diverse and multilingual. Its composition includes full-time staff throughout FPM who are also earning their degrees and many who have graduated from Cal Poly Pomona. The staff includes licensed architects and engineers, accountants, planners, project managers, administrative staff, carpenters, plumbers, locksmiths, painters, electricians, landscape architects, computer technicians, custodians, and other building and mechanical trade technicians.

DUTIES AND RESPONSIBILITIES
Fiscal Administration
Serve as the liaison between campus personnel and department staff, ensuring work requests are properly dispatched and completed.
Assists with the day-to-day operations of work control to ensure an efficient, customer-oriented operation.
Responsible for providing administrative and technical support to the department; respond promptly and professionally to customer inquiries, complaints, and requests via various channels such as phone and email.
Maintain comprehensive and accurate customer records by documenting inquiries, complaints, and resolutions in the customer service database.
Ensure accurate reporting for year-end closing; provide reports and information as needed.

Quality Initiatives and Process Improvement
Work closely with cross-functional teams to implement process improvements and standardize best practices.
Develop and document guidelines and protocols to ensure consistency and efficiency.
Identify opportunities for automation and optimization of customer service processes.
Make recommendations for implementing new tools or systems to improve efficiency and customer satisfaction.

Customer Service Operations
Monitor workloads & backlogs and process incoming work requests and correspondence.
Assist with timekeeping, issue campus-wide broadcasts, participate in bi-weekly project intake meetings, generate aging reports, and close work orders.
Responsible for processing conveyance preliminary orders, on-campus fuel purchases, updating equipment/asset records, and submitting reimbursements.
Provide comprehensive support to the events department, ensuring accurate documentation, and performing other duties essential to the department's effective operation.

QUALIFICATIONS
High School diploma or its equivalent
Four (4) years of progressively responsible experience in general office clerical or secretarial work or the equivalent.
Valid CA Drivers License and Insurance

Thorough, detailed knowledge of applicable university infrastructure, policies, and procedures; thorough knowledge of English grammar, punctuation, and spelling; thorough knowledge of office systems and ability to use broader range of technology, systems, and software packages; ability to independently handle multiple work unit priorities and projects. Ability to apply a variety of policies and procedures where specific guidelines may not exist; working knowledge of budget policies and procedures; ability to perform standard business math, such as calculate ratios and percentages, track financial data, and make simple projections. Ability to draft and compose correspondence and standard reports; ability to effectively handle a broader range of interpersonal contacts, including those at a higher level and those sensitive in nature.

Preferred Qualifications
Familiarity with the basic functions and requirements of construction and mechanical trades, custodial services and landscape services, and general knowledge of regulatory requirements and regulations governing facilities maintenance operations and staffing.
Experience with work order management systems as it relates to maintenance and service-related organizations.

Equity, Diversity, and Inclusion
At Cal Poly Pomona, we are committed to the urgent and ongoing work of creating and sustaining an inclusive campus where all students, faculty, and staff are welcomed, respected and can flourish to achieve their dreams of success. ?
We believe diversity strengthens community. Cal Poly Pomona proudly holds designations as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI). In 2022, the campus launched theBlack Thriving Initiativerecognizing that Cal Poly Pomona's future as a university must be linked to the success of its Black community.
More information about our campus initiatives can be found on the Office of Inclusive Excellence'swebsite.
Out of State Work
The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU's mission is to prepare educated, responsible individuals to contribute to California's schools, economy, culture, and future. As an agency of the State of California, the CSU's business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to https://calstate.policystat.com/policy/10899725/latest/ .
Background Check
Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate's conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to https://calstate.policystat.com/policy/13813878/latest/ .
CSU Classification
This position is part of the CSUEU bargaining unit, the CSU Classification Standards for this position are located on the following site, https://www.calstate.edu/csu-system/careers/compensation/Pages/Classification-Standards.aspx. The CSU Salary Schedule is located on the following site:https://www.calstate.edu/csu-system/careers/compensation/Pages/salary-schedule-documents.aspx . The classification salary range for this position according to the respective skill level is minimum $3,864 and maximum $6,072 per month. Please refer back to the anticipated hiring range for the appropriate salary rate for this particular position.

Employment Eligibility Verification
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go to https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .
Conflict of Interest (Include this verbiage when the position being recruited has been designated as covered by the Conflict of Interest Code)
This position is a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position is required to file financial interest disclosure forms subject to state regulations. For more information, go to https://www.cpp.edu/eoda-hr/departments/hrpar/coi.shtml .
Child Abuse/Neglect Reporting Act (CANRA) (Include this verbiage when the Mandated Reporter box in the position description is checked)
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 CSU Executive Order 1083 as a condition of employment. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/ .
Security & Fire Safety
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona's Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf.
Pay Transparency Nondiscrimination
As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. For more information, see the Pay Transparency Nondiscrimination Provision poster .
Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ******. For more information, go toEmployment Notices .
Equal Employment Opportunity
Cal Poly Pomona is an Equal Opportunity Employer, committed to promoting an inclusive and diverse workforce. The university subscribes to all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and veteran or military status. We engage the talents of all qualified workers, regardless of their background. More information is available at Equal Employment Opportunity statement .
Other Notices
For other important employment notices, we invite you to visit Cal Poly Pomona's Employment Notices web page.