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Lead Customer Service Coordinator

Apply now Job no: 518236
Work type: Staff
Location: San Luis Obispo
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Custodial/Facilities, Probationary, Full Time
Position Description

Job Summary

Under the general direction of the Customer Service Manager, the Lead Customer Service Coordinator provides daily lead work direction to the Customer Service Coordinators (CSC) and operates independently providing a full scope of administrative and work control support for the campus community and the FMD organization. This position is responsible to coordinate and oversee customer service and communication actions. The Lead Customer Service Coordinator provides leadership of the Facilities Help Center which is responsible for answering multiple phone lines, including FMD Help Center, FMD Reception, and the main campus Lost & Found. The Lead Customer Service Coordinator oversees tasks including, but  not limited to: timekeeping and payroll, travel, purchase requisitions, credit card reconciliation, reimbursements (meals, mileage, cell phones), labor (data) entry, program support for FMD committees, food safety, events, driver safety, process improvement, notifications, email list management, signage development, Campus Lost & Found, FMD reception, conference room management, ordering supplies, telephone coordination, and FMD wiki maintenance. The Lead Customer Service Coordinator is responsible to model, direct, and ensure excellent customer service and administrative support for the campus and FMD as an organization.

Department Summary

Facilities Management and Development (FMD), a unit within the Administration and Finance Division (AFD), is responsible for the planning, design, construction, operations, maintenance, and repair of university facilities, grounds, and infrastructure. FMD consists of four critical and interdependent support departments, including Customer & Business Services; Environmental Health & Safety; Facilities Planning & Capital Projects; and Facilities Operations. In support of the Cal Poly mission, the FMD department is committed to sustainability, responsible stewardship of natural resources, and promoting an inclusive culture that values individual and organizational integrity, civility, equity, and diversity.

Key Qualifications

  • Thorough knowledge of office systems and experience to be fully functional in all technical aspects of work assignments.
  • Thorough knowledge of standard office equipment (computers, copiers, faxes, phones) and proficiency with a variety of computer applications, including word-processing, spreadsheets, databases, on-line systems, Internet, as well as on-line calendaring and email.
  • Thorough knowledge of English grammar, punctuation, and spelling.
  • Demonstrated core knowledge and familiarity with unique qualities and needs for assigned campus departments and buildings.
  • Excellent communication skills; ability to effectively communicate information in a clear and understandable manner, both verbally and in writing.

Education and Experience

High school diploma or its equivalent. Type 45 wpm. Five (5) years of general office support or technical experience. (Training at a vocational school or full-time college education may be substituted for two years of the required experience on the basis of one year of college education for 6 months of experience).

Salary and Benefits

Anticipated Hiring Range: $46,224 - $60,348 per month

Classification Range: $39,312 - $61,776 Per Year

Cal Poly offers a best-in-class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees' Retirement System, and educational benefits for eligible employees. See our benefits website for additional information. 

Cal Poly

Cal Poly is a nationally-ranked public university located in San Luis Obispo, California, and known for its Learn by Doing philosophy. Each year more than 20,000 top-tier students come to San Luis Obispo to put knowledge into action, taking their learning outside the classroom as they prepare for careers in engineering, agriculture, science, business, humanities and the built environment. Cal Poly’s hands-on philosophy, small class sizes and close student-faculty mentorships result in graduates ready from day one to impact their communities, California and the world. For more information, visit calpoly.edu.

Diversity Statement

At Cal Poly, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.

Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. Cal Poly is an equal opportunity employer. 

Supplemental Information

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to humanresources@calpoly.edu.

Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with Cal Poly. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment. Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive.

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Cal Poly, San Luis Obispo is not a sponsoring agency for staff positions (i.e. H-1B visas).

Positions are posted for a minimum of 14 calendar days.

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