About the job: (30%) Customer Relations Act as a liaison between University departments, vendors, and building occupants to maximize facility uptime and ensure occupants needs are addressed Serve as the building main contact to provide guidance and resources for all facility related questions, concerns, or needs Collaborate with service providers and occupants to ensure all service requests and work orders are completed satisfactorily for customer and to ensure Service Level Agreements are adhered to Assist in scheduling and communicating building disruptions to ensure limited disturbance and to advocate on behalf of the research community and service providers Collaborate with occupants and service providers to develop alternative strategies and accommodations when building disruptions are required Provide feedback and updates to all parties to improve and streamline coordination efforts for future work and disruptions Contribute to the department’s ongoing development series, which provides on-site training and development sessions for building occupants
(25%) Building Safety and Operations Utilize proactive building management strategies to ensure building operations, access, and security are maintained at the highest level Initiate, facilitate, and manage customer security clearances, key, push code, and key safe requests Complete online security database entry, access audits, and modifications to ensure security of all buildings is upheld Conduct regular building walkthroughs to assess existing conditions, while also proactively seeking, noting, and investigating work orders not yet reported Respond and communicate building emergencies and urgent matters to building occupants in a calm and efficient manner. Issues may include, but are not limited to: equipment failures, unexpected facilities outages and damages, and environmental hazards Identify and contact all parties necessary to address urgent issues and to minimize impact on building occupants’ safety and research Maintain and regularly update building emergency procedures and contacts Track and schedule preventative maintenance work to optimize facility-related uptime Assist Operations Manager with seeking out service providers for RBMS owned research equipment Seek out and compare cost-effective estimates for service repairs and preventative maintenance of RBMS’s portfolio of equipment and technology
(25%) Administration and Logistics Utilize fiscally responsible practices when making decisions and recommendations on behalf of the department Act as first point of contact for service repair and preventative maintenance for RBMS owned equipment to ensure vendors do not exceed standard scope of repair or service Update, order, organize, and manage general inventory of supplies Assist in the process of moving researchers in or out of laboratory space by partnering with a variety of departments including DEHS, CPPM, U Construction, FM District, department administrators, researchers and service providers Reinforce lab move-out policies in conjunction with CPPM to ensure space is left in move-in ready condition Partners with CPPM to initiate communication, scheduling, and/or follow up of required lab alterations needed to accommodate new researchers Create and document tasks, projects, and procedures in conjunction with management to provide uniform service across the RBMS portfolio Assist departmental leadership with projects as assigned
(15%) Partners with Event and Student Administration Manager This position partners with Event and Student Administration team to oversee student staff and information desk operations in an effort to maximize their alignment to the mission of RBMS
Assist Event and Student Administration Manager with departmental portfolio of conference rooms, event and shared spaces, including scheduling, submission of work orders, spatial and furniture arrangements, and A/V technology Collaborate with the Event and Student Administration Manager in the development and implementation of policies and procedures that guarantee delivery of timely, efficient, and courteous service Covering shifts in order to minimize desk closures Partner with Event and Student Administration team in facilitating on-going training and development opportunities for student staff Provide student staff with performance feedback, constructive criticism, and positive coaching aimed at delivering consistent customer service. Ensure these instances are documented and reported to the Event and Student Administration team in a timely manner Plan and oversee short-term and long-term student staff projects, including checkpoints and feedback mechanisms Provide input for student staff evaluations to the Event and Student Administration team Support and collaborate with Event and Student Administration team with recruitment and onboarding of student staff as needed Contribute to the facilitation and development of student staff meetings
(5%) Other Duties as Assigned: Participate in an afterhours on-call rotation Employer retains the right to change or assign other duties to this position
Salary begins at $48,000, dependent on qualifications.
Required Qualifications: BA/BS or a combination of related education and work experience to equal four years; applies knowledge and skill to a recurring task or activity with emphasis typically on precision and timeliness of execution Customer service experience Experience with Computers: Word, Excel, data entry/processing, & database software in a Windows Environment, as well as the Google suite of programs Demonstrated/documented ability to clearly communicate in written and spoken English
Preferred Qualifications: Demonstrate ability to deliver quality customer service results while multi-tasking, prioritizing, and meeting deadlines Ability to work independently or with little direction Experience working under pressure (responding to multiple time sensitive duties and requests) in a fast-paced diverse customer service environment Demonstrate problem-solving, decision-making, and independent thinking abilities, especially when handling the unexpected Ability to determine when to seek appropriate guidance from peers and departmental leadership for escalated situations Ability to participate in an after-hours call rotation. Ability to respond to building issues, lock-outs, and building emergencies knowledgeably and in a timely fashion. Represent department as a first responder in after-hours emergency, primarily remotely but also in person as deemed necessary Excellent command of organizational, communication, and interpersonal skills, with strong aptitude for self-motivation
Internal Number: 334641
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.