Job description
About the Opportunity
The Manager, Customer Service Center oversees 24/7 Facilities Customer Service Center (FCSC) and staff. Manage daily operations of call center providing excellent customer service and satisfaction. Providing superior communication skills, top notch service levels to our customers across the University. Manage, train, and mentor call center Team to execute job duties. Assist in organizing and directing daily activities of center operations. Resolve problems and complaints, monitor FCSC and center performance. Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews. Elevate issues as needed for the attention of the Senior Director, Customer Service, Zone Management and Access Control. Build and maintain positive working relationships with the Zone Managers related to the maintenance and up keep of academic, administrative and residential buildings and infrastructure. Initiate work orders as necessary. Work with Zone Managers in planning and communicating service delivery in such a way as to be minimally disruptive to faculty, staff, and students. Provide 24-hour on-call support for building emergencies and take the lead role for PREF in responding to building related crises, ensuring an appropriate response and the earliest return to normal operating conditions. Participate in planning, scheduling and oversight of maintenance, repair, and special projects
Qualifications:
Bachelor's degree preferred or 5-8 years of experience in facilities management and customer service related fields. Superior communication skills, including the ability to establish and maintain positive working relationships across PREF and with faculty, staff, and students. Excellent time management skills required. Demonstrated ability to manage multiple diverse tasks concurrently and to follow through to achieve the desired final results. Ability to step into a leadership role for PREF during emergencies or crises situation, communicating effectively with customers and other responders to facilitate rapid, orderly, effective and appropriate response. Skill in the use of computers, preferably in a PC, Windows-based operating environment.
Position Type
General Administration
Additional Information
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see
www.northeastern.edu/diversity
.
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