University Of California Davis , CA 95616
Under the direction of the Customer Experience Manager, assists with the supervision of the day to day operations of Customer Support Services team. Assist and lead staff in the performance of providing, instruction, and assistance to campus customers. As needed, staffs one of multiple service desks, assisting customers with questions and providing one-on-one customer resolution over the telephone, email or other channels.
As a member of the Customer Experience group, supervise a collaborative team of to provide advanced support by answering all customer inquiries by researching policies, recommending and guiding customers through steps used to arrive at solutions. Research reported problems to determine the source and possible resolutions to customer concerns.
Supervise the use of the Utilize Asset Management System (AMS) to log and process incidents and service requests received via telephone into AMS for tracking. Maintain integrity of data entered into AMS database system.
Identify communication and training needs for campus customers and internal staff. Develop recommendations for process improvements.
Review and audit tasks, shutdowns and other related entries by CEC's for accuracy and training opportunities.
Update contact list for available technicians daily by department.
Review, process and update DSL project report
Ability to learn and apply new technology in the performance of duties.
Work at a computer terminal for extended periods.
Wear a headset and transmit information via telephone, email or other channels.
Work in an open office environment in close proximity to others.
Vacation is restricted during peak work times.
Work overtime to meet operational needs.
Accommodate day-to-day schedule changes as needed.
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
Background Check Required:
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
Customer service skills to follow through on customer requests to resolve problems, answer questions utilizing available resources and references.
Supervisory experience to manage staff performance and recruitment procedures, and to evaluate/address training needs.
Experience in providing clearly written and understandable reports and instructions, develop processes for task assignment and completion and provide plan and specifications
Experience in providing customer service/support to a diverse audience, interactions include phone, email or other channels of communication.
Experience with comprehending and applying written reports, procedures and technical materials and communicating that information, to both technical and non-technical audiences, verbally and/or in writing.
2+ years in a lead or supervisory role over a call center.
Interpersonal skills to collaborate and work effectively in a diverse environment.
Organizational skills to effectively manage multiple assignments and competing deadlines.
Experience operating a computer in a PC environment and ability to work within the Microsoft Office suite.
Experience developing performance metrics to identify continual process improvement opportunities and implement cross-functional strategies for improving service delivery while maintaining the highest level of quality and professionalism
Experience in a fast paced customer service environment.
Knowledge of UC policies and procedures.
Advanced knowledge of Tririga software.
Experience producing informational and instructional materials suitable for all levels of knowledge in a given subject.
Experience working with Electrical, Mechanical, Plumbing or Structural divisions within a Building Maintenance Services Department.
Advanced knowledge of campus infrastructure, buildings, and mechanical systems, equipment, and Facilities Management operations.