Job Details

Housing Service Center Specialist - (Administrative Analyst Specialist Non-Exempt) - HDCS Facilities

Responsibilities of monitoring performance metrics, addressing escalated issues, and maintaining a seamless workflow within the service center. Additionally, the Housing Service Center Specialist is expected to lead staff, provide administrative support, track service issues, generate reports, and contribute to continuous improvement efforts aimed at enhancing the overall customer experience.

Service Requests Management / Analyze Problems / Emergency Response

• Provide friendly and professional points of contact for residents experiencing facility‑related service issues within the housing community.
• Receive and dispatch requests appropriately, and complete administrative tasks associated with requests.
• Evaluate/assess for health and safety, urgency, priority, operational area responsibility, etc. as part of determining the resolution plan.
• Create and monitor work orders, ensuring they are accurately created, assigned, prioritized, and categorized in line with departmental procedures.
• Proactively manage escalations, coordinating cross‑functional teams to address issues and concerns swiftly.
• Liaise with wider team members as part of ensuring the best resolution per operational practices, and as appropriate, continue to liaise with relevant parties as part of effective resolution.
• Amend data and tracking systems as required.
• Work closely with facilities managers to develop and enhance the quality of service and reporting processes. Ensuring effective communication with appropriate entities daily.
• Acts as central information dispatcher in facilitating coordinated services of Housing Facilities entities during residential and campus‑wide events such as power outages, storms and other emergency conditions. For these situations, incumbent control point to verify status of critical operations such as sub‑station switching and powering up/down of central plant and buildings.

Customer Service / Communications

• Scheduling management of provided service and negotiate response times.
• Facilitate seamless communication and collaboration between the resident and service providers to ensure successful delivery and maximize satisfaction.
• Resource planning by making appropriate decisions regarding the urgency and priority of services.
• Conduct and analyze resident feedback to identify and recommend areas to improve services.

Service Center Oversight

• Ensure that the service center is operating effectively and that procedures are meet CSU, University and Division policies.
• Provide feedback to team members, on a team basis and individual basis. Identify gaps in current workflows and update them as see fit.
• Ensure procedure are being followed by everyone in the service desk.
• Update staff with but not limited to new procedure, issues at hand, leading staff, event impacting the department etc.
• Lead and support staff to meet KPIs.
• Uses proprietary software systems, office production software and operating systems to produce both established and ad‑hoc reports. Based on operational or managerial need, produces production reports needed to analyze specific issues and problems.

Security / Access Control

• Responsible for verifying key/card requester status, proof of identification, and signature verification of the approving individual, and for approving and granting access through key and key card issuance.
• Responsibility to verify the reason for access and is responsible for granting access to all campus buildings and spaces, as approved by the department/college.

Minimum Qualifications

• Working knowledge of and ability to apply standard theories, principles, practices, and techniques applicable to the program and/or administrative specialty to develop conclusions and make recommendations.
• Thorough knowledge of policies, procedures, and outside regulations pertaining to the applicable program and/or administrative specialty.
• Working knowledge of operational and fiscal analysis and techniques.
• Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved.
• Skill in the research, development and evaluation of policies and programs, including skill in the collection, evaluation, and interpretation of data to develop sound conclusions and make appropriate recommendations.
• Expertise in investigating and analyzing problems with a broad administrative impact and implications. Ability to anticipate problems and address them proactively.
• Demonstrated ability to effectively interpret, organize, and present information and ideas in written or presentation form.
• Ability to train others on new skills and procedures and provide lead work direction.

Preferred Qualifications

• 2+ years experience in a customer service field preferably in property management.
• Proficient in Microsoft Outlook, Word and Excel.
• Working experience with property management and/or data bases such as OneSite, StarRez, MetaBim, etc.
• Ability to handle multiple situations under demanding situations.
• Ability to interpret a broad variety of university/departmental policies and procedures and apply these to operational/ service situations often occurring simultaneously. Communicate decisions and direction clearly and effectively.
• Knowledge of construction and maintenance terminology, practices and procedures. Ability to translate service requests into skilled trade terminology.
• Ability to make analytical database queries and effectively use the resulting data for making informed decisions into skilled trade terminology.

Required License / Certification

Environmental / Physical / Special

• Fully in-person and onsite position.
• Ability to lift up to 50 pounds (moving files boxes).
• Working in an open office environment.
• May be required to work alone during designated work schedule.
• Ability to concentrate and work in a noisy, fast paced environment.
• May be required to work on weekends, evenings, overtime, call back and/or holidays.
• Work schedule may change depending on the needs of the organization.
• Position may require to carry an issued mobile phone and answer calls.
• In case of an emergency, the position is deemed an essential personnel.

Pre-Employment Requirements

• This position requires the successful completion of a background check.

Eligibility to Work

• Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.