Customer Service Associate

Monday - Friday, 8:00 a.m. - 5:00 p.m.

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Building Services provide full maintenance and repair services for all UNC facilities and ensure the proper operation of those facilities in support of the UNC mission of teaching, research and public service. Building Services supports more than 300 campus buildings with more than 18 million gross square feet of space. The teams that provide quality maintenance, repair and construction services that support the teaching, research, and public service mission of the University include Campus Maintenance, EMCS, Facilities Operations Support, Housing Support, HVAC Systems, Life Safety Services, and the Office of Waste Reduction and Recycling. Facilities Operation Support is a specialized unit within the Building Services Division of Facilities Services. This section is comprised of the Contract Administration, Asset Management, Building Inspections, and the Customer Service Center. The organizational unit delivers a high level of maintenance and support to safeguard human life, property, research, and other critical areas of significant financial and time investments for the entire University campus community including: all residence halls, classrooms facilities, research lab facilities, athletics facilities, medical school facilities, and offices facilities. These areas include, but are not limited to: Contract administration of all building Elevators and hoist way PM and repair services; Contract administration for Pest Control services; Customer Service Center operations for inbound phone and web service requests and work order creation; Facility planning including SPOTS support and electronic cataloguing of O&M manuals; Maintaining building equipment inventory records including asset tagging and updating preventative maintenance inspection data and asset life cycle programs; additionally support all facets of Building Services in their efforts to support the campus community.

Receives service requests via telephone, email, or on-line for all work to be completed or administered by Facilities Services. Ensures that requests are correctly funded, prioritized, and assigned for all types of services requested. The Customer Service Associate screens, triages, and processes requests via the AiM work management system. Work requests are then initiated and directed to the appropriate group responsible for the requested maintenance, repair, or alteration of campus facilities or equipment.

Duties include but are not limited to creating/maintaining a welcoming environment in the Customer Service Center, generating service orders and/or adding required phases to existing service orders in the work management system when requested, ensuring proper funding codes are utilized and phases are properly identified, running reports as requested, using various computer software to type, develop charts, graphs, spreadsheets, reports, presentations or other miscellaneous applications, organizing and maintaining electronic or hardcopy department files, working with the UNC-CH Records Management Program staff to comply with the records retention and disposition program for office records, compiling requested departmental information from multiple sources into one report when required, ensuring that there is always an organized and minimal supply of office supplies (pens, paper, and writing pads) at the least possible cost, reporting needed office equipment repairs to the Supervisor to minimize downtime, reporting any defective equipment, unsafe conditions or practices to the Supervisor, appropriately using the equipment and ensuring that access codes are logical and secure when applicable, maintaining a consolidated craftsman building/zone assignments list by proactively seeking updates from supervisors and others as staffing and building/zone assignments change, maintaining a consolidated craftsman cell phone and radio number contact list, providing the Department with the most current version of the Campus Building/Departmental Contact List, working with supervisors to obtain shop daily work assignments and vehicle information changes, and working with Information Technology to update email distribution lists and/or list serves.

The Lead Customer Service Associate also provides on-site leadership to one or more Customer Service Associates which includes providing training, coordinating daily routines and the work assigned to the Customer Service team by the Asset Manager; and monitoring workplace safety. The Lead Associate may also serve as a liaison to campus customers in conjunction with the Asset Manager to solicit feedback from customers about the effectiveness of the work unit and identify opportunities to improve upon the service provided. To bring feedback and resolve any opportunities.

High school diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.

Requires a high degree of professionalism and excellent verbal and written communication, strong customer service and excellent organization skills. Extreme attention to detail, excellent analytical skills, a demonstrated ability to multi-task, prioritize effectively, and work independently or as part of a team, is also required. Must exhibit a commitment to customer service, be continually focused on quality improvement opportunities, show sensitivity in working with diverse groups, and promote a safe and respectful environment. Requires competent computer skills, including proficiency in MS Excel, Word, and Outlook, including the ability to extract data, run queries, and set up pivot tables. Candidate must be willing and flexible to provide services throughout the organization when requested.

Requires the ability to serve as a mandatory employee and report to work on-site in support of essential (mandatory) University operations, even when adverse weather or other emergency conditions may require the University to close.

Ability to maintain a courteous and helpful relationship with all co-workers, University personnel, and/or other outside visitors to the Department; ability to remain polite, diplomatic, and exercise tact and good judgment when working with others, particularly in stressful situations; ability to demonstrate professional conduct and communication (in person, on the phone, by radio, or by e-mail, etc.) regardless of the comments, attitudes or actions of others; and ability to independently respond positively to inquiries and obtain and provide requested information from various sources.

Progressive experience in a customer service organization and previous experience with an institution of higher learning, preferred. Experience utilizing work management systems and familiarity with work order submission/completion processes (i.e., AssetWorks, AiM;) and experience in directing, coaching, training and leading a small team.

Ability to work in a fast paced and non-routine work environment and change direction as needed to meet and/or support the needs of the University, various shops, departments, divisions, vendors and/or customers. Ability to work under pressure and manage stress.

Not Applicable.

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to employment@unc.edu

Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.