Under direction of the Service2Facilities manager, the Customer Service Rep-Lead supervises the joint Facilities Operations and Development (FOD)/Student Life/Wexner Medical Center Service2Facilities 24/7/365 call center taking inbound calls; decides appropriate resolution and dispatches service technicians for building maintenance and custodial requests for over 450 academic, residence hall and, medical center buildings; provides support and backup to Service2Facilities team including oversight of current work processes, staff supervision and coordination of day-to-day work; helps develop internal office procedures; assists with staff scheduling and call list development; supports manager and works proactively towards the departments customer service continuous improvement efforts; develops and maintains excellent communication and relationships with customers including building coordinators and shop supervisors; investigates problems; recommends service corrections; coordinates meetings; analyzes data from work management systems and Service2Facilities activity records; manages service follow up programs and surveys; supervises, trains, coaches, reviews, and monitors staff and student employees; hires student staff; assists in preparation of departmental publications; performs daily duties in collaboration with Service2Facilities staff and students; assists in the Facilities Operations and Development (FOD) portion of the Service2Facilites budget; hours and days off may vary based on operational need; general work schedule is Sat, Sun, Mon, Tues, 9:00 a.m.-7:00 p.m.; this position is Administrative & Professional, is not exempt from overtime, and is paid biweekly.
Bachelor's degree or an equivalent combination of education and experience; at least three years of call center customer service experience.
Demonstrated customer service experience in a large operation; facilities administration and/or facilities management experience; supervision experience; strong analytical skills, process review experience; planning and scheduling experience; extensive computer knowledge including database management, spreadsheets, work management software and reporting software; excellent oral and written communication skills including facilitator and presentation experience; team oriented; valid driver license.
Target Salary: $20.19 - $25.00 Hourly
Job Category: Administrative and Professional
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.