Customer Service Manager, Physical Facilities
About Binghamton University:
Binghamton University is a world-class institution that unites more than 130 broadly interdisciplinary educational programs with some of the most vibrant research in the nation. Our unique character - shaped by outstanding academics, facilities and community life - promotes extraordinary student success.
Binghamton merges rigorous academics, distinguished faculty and state-of-the-art facilities to engage and challenge its 17,000 students. The high-achieving Binghamton student body also represents a great diversity of life experiences, from first-generation college-goers to international students. Beyond their talent, these classmates share a desire to shape the future through technology, insight, intellectual exploration and community service.
Budget Title: Senior Staff Assistant (SL-3)
Salary: $52,000 - 57,000
The Customer Service Center (CSC) Manager for Operations position is a salaried, professional position reporting directly to the Director of Operations. The incumbent will oversee the day-to-day operations of the customer service department.
The incumbent will supervise customer service center staff as they perform their assigned duties. The manager will review incoming service requests; ensure CSC staff acquires all appropriate data; assigns appropriate crews or coordinates assignments with departmental supervisors or managers. Is responsible for maintaining the integrity of work order status changes throughout the life cycle of the work order and is responsible for the accuracy of all data entry functions performed by CSC staff. This position acts as a liaison between Physical Facilities and all clients. The successful candidate will research and enter critical data into the computerized maintenance management software (CMMS). Will assist in setting priorities and assist in planning and preparation of departmental functions including maintaining updated databases, develop schedules, support events, and maintain records for various assets, tasks, and projects.
Due to the nature of maintenance operations and event support, the ability to work a non-standard work schedule may be necessary at times.
General Duties and Responsibilities:
- Conduct your day-to-day functions around premise established by the Physical Facilities "Fundamental Management Objectives".
- Foster teamwork and communication at all levels of the organization.
- Actively participate in regularly scheduled Operations Team, Crew Chiefs, and Physical Facilities Team meetings, bringing attention to methods/procedures that may be inefficient and offer creative ideas for improvements.
- Communicate with internal and external staff as needed with a focus on customer service.
- Answers questions and informs others of project status and goals.
- Must maintain ongoing, direct communication with customers to understand and anticipate their needs as well as follow up on questions and issues. Develop methods to improve processes, systems and services to increase the efficiency and effectiveness of the department.
- Continuously review work order metrics in order to improve efficiency.
- Monitor and review Maximo workbenches to assign and review progress of work orders and projects, scrutinize time and materials costs and periodically audit estimated vs actual labor and material estimates. Ensure workbenches are processed in a timely fashion and make sure projects are not being held up from billing.
- Create and administer maintenance and operations projects in the Facilities Management System. Will assist accounting office in billing for charge-back work orders as required.
- Assist in scheduling work with customers, including advance notification to building occupants of expected detrimental effects on building services and/or environmental conditions. Provide campus and Physical Facilities communication manager with all pertinent information on projects and schedules.
- Provide consultative services to campus clients on the scope of Physical Facilities event support; assist in Physical Facilities coordination of events including commencement, opening week, etc. This includes facilitating/attending meetings, organizing events with staff including directing the work of the university and personnel for the events.
- Maintain proficiency at current level and continually update level through appropriate courses, seminars, publications and contacts with others in the professional. Investigate and participate in training to advance technical capabilities.
- Bachelor's degree
- Minimum of five years of experience working in an office setting
- Minimum of four years of supervisory experience
- Personal computer literacy
- High level of computer proficiency in a variety of software programs including word processing, spreadsheet and database applications
- Excellent written, verbal and electronic communication skills
- High level of interpersonal and organizational skills
- Ability to perform calmly under stress and handle multiple assignments simultaneously
- Ability to independently prioritize workload and adapt to rapidly changing priorities
- Must possess a valid/clean driver's license to operate a motor vehicle
Previous experience working in a complex multi-disciplinary and demanding setting
Experience in a facilities management environment
Offers of employment may be contingent upon successful completion of a pre-employment background check and verification of degree(s) and credentials.
Binghamton University is a tobacco-free campus.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at email@example.com
Payroll information can be found on our website http://www.binghamton.edu/human-resources/payroll/
Cover letters may be addressed "To the Search Committee."
Postings active on the website accept applications until closure.
For information on the Dual Career Program, please visit:
As required by Title IX and its implementing regulations Binghamton University does not discriminate on the basis of sex in the educational programs and activities which it operates. This requirement extends to employment and admission. Inquiries about sex discrimination may be directed to the University Title IX Coordinator or directly to the Office of Civil Rights (OCR). Contact information for the Title IX Coordinator and OCR, as well as the University's complete Non-Discrimination Notice may be found here.
Deadline for Internal Applicants: August 21, 2019
Deadline for External Applicants: Open until filled
Review of applications will begin immediately and continue until the vacancy is filled.
Persons interested in this position should apply online:
- Cover letter, and
- Contact information for three professional references
- You may add additional files/documents after uploading your resume. After you fill out your contact information, you will be directed to the upload page. Please login to check/edit your profile or to upload additional documents: http://binghamton.interviewexchange.com/login.jsp.
The State University of New York is an Equal Opportunity/Affirmative Action Employer. It is the policy of Binghamton University to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender identity or expression, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.
Location/Region: Binghamton, NY