Apply for Job Job ID369165 LocationTwin Cities Job FamilyLR-Clerical Full/Part TimeFull-Time Regular/TemporaryRegular Job Code1885 Employee ClassAFSCME Unit 6 - Clerical Add to Favorite Jobs Email this Job About the Job Customer Relations Serves as the first point of contact for research participants, visitors and building occupants. Troubleshoot problems and customer issues in an effective & timely manner. Ensure high quality customer service to exceed expectations of those who interact with our information desks, including, but not limited to: answering inquiries, resolving complaints and issues, referring customers to appropriate staff and resources, etc. Communicate effectively with staff, faculty, study participants, FM, visitors, and the Building Facility Coordinator team. Explain policies and procedures relevant to questions/problems that arise from building occupants. Escalate concerns to the Building Facility Coordinator and Leadership, when appropriate. Maintain the organization and cleanliness of the information desks. Resolve customer complaints related to the functions of the Information Desk(s), conference rooms and event space within the portfolio. In liaison with the RFSS Event Manager, provide on-site coordination and support for events, including occasional evening and weekend events. In liaison with the RFSS Event Manager, serve as the point of contact and liaison with University partners & customers on a broad range of meeting and event scheduling inquiries and respond in a timely, helpful and courteous manner, demonstrating good listening and comprehension skills. Organize, assess users' needs and schedule reservation requests; confirm dates and determine cost; complete and maintain Facility Use Agreement forms and Certification of Liability forms, and amendments to Exhibit A forms; send room rental invoices to internal and external users of space. Information Desk Student Supervision Hire, on-board, supervise, train, and coach undergraduate student employees who staff our seven information desks. Administratively support the oversight of information desk operations, customer service delivery and student staff scheduling. Schedule student staff to cover information desk hours including breaks, summer, and holidays. Manage time off, sick and vacation time. Review and approve student time entries and submit timesheets to HR by payroll deadline. Serve as primary contact for student staff for unscheduled absences, including after hours and on weekends. Facilitate on-going training and development opportunities for student staff Provide ongoing feedback and performance reviews for student employees. Develop leadership and teamwork activities that promote student development Update and post positions to the University Job Center and collaborate with Human Resources throughout the hiring and onboarding process. Prepare and maintain correspondence communications necessary for effective desk and facility operations. Administration Develop, maintain, and optimize departmental operational policies and procedures that guarantee delivery of timely, efficient, and courteous services. Provides project management support for department projects. Act with independence and authority to create timelines, assign and monitor workflow, and oversee and assign all aspects of assigned projects from development to completion. Tracks and monitors progress, adjusting as necessary. Maintain statistics on conference room and event space usage. Recommend technology, furniture and fixture upgrades based on usage and lifespan of AV equipment and furniture. Obtain bids for upgrades from internal and external entities. Conduct quarterly audits of RFSS managed conference rooms to ensure furniture, signage, supplies, and technology are in good working order. Coordinate & track repairs. Crosstrain on RFSS Building Facility Coordinator duties to provide support and/or absence coverage. Manage thedepartment's blanket purchase orders. Order supplies and create and receive purchase orders for information desk supplies and department supplies. Serve as a content manager for the departmental website. Building Safety, Security & Operations Utilize proactive building management strategies to ensure building operations, access, and security are maintained at the highest level Respond and communicate building emergencies and urgent matters in a calm and efficient manner. In conjunction with the Building Facility Coordinator team, initiate, facilitate, and manage customer security clearances, key, push code, and key safe requests. In conjunction with the Building Facility Coordinator team, maintain and regularly update facility emergency procedures, contacts, and emergency plan. Submit, monitor, and track work orders using the appropriate systems. Other Duties as assigned Performs other duties as assigned, including being a part of the on-call team. This is a 100% position. Most work is conducted during normal business hours, Monday through Friday. However, evening and weekend work is occasionally required, as necessary, to properly execute the duties of this role. Occasional remote work may be accommodated at the discretion of the supervisor. Qualifications Required Qualifications: High School Diploma/GED and four years of related office experience. Training/Education may be substituted for some of the years of experience; applying knowledge and skill to a recurring task or activity with emphasis typically on precision and timeliness of execution. Customer service experience Must have the ability to use independent judgment to perform a wide variety of tasks in a professional manner. Experience with Computers: Word, Excel, data entry/processing, database software in a Windows app-based environment, video conferencing such as Zoom, Acrobat Adobe and Google Suite. Excellent organizational skills, attention to detail, the ability to manage simultaneous projects, initiate projects and programs and see them through to completion Demonstrated/documented ability to clearly communicate in written and spoken English Experience managing schedules and using electronic calendars. Preferred Qualifications: Experience working with undergraduate students and/or student populations. Experience leading small or large teams Demonstrated ability to deliver quality customer service results while multitasking, prioritizing, and meeting deadlines Demonstrate problem-solving & decision-making skills especially when handling the unexpected Excellent command of organizational, communication, and interpersonal skills, with strong aptitude for self-motivation Ability to work well with diverse populations. Experience with Drupal or other web content management systems. Pay and Benefits Pay Range: $22.71-$34.08; depending on education/qualifications/experience Time Appointment Category: 100% Appointment Position Type:Non-Faculty Labor Represented Staff Please visit the Office of Human Resources website for more information regarding benefit eligibility. The... For full info follow application link. The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.
