Under supervision of the Senior Manager, Data Systems Administration for the Department of Facilities Services (DFS), the Customer Service Specialist provides outstanding customer service and facilitates requests for moving items, furniture, and event setups. This role is responsible for receiving and processing service requests, coordinating work orders through a Computerized Maintenance Management System (CMMS), and ensuring seamless communication between customers and operational teams.

Duties

• Receives service requests from University community (via telephone, online requests, email, and radio) and classifies, prioritizes, and appropriately routes requests. Responds to and routes inquiries related to facilities operations and service requests. Ensures service requests are accurately entered into the computerized maintenance management system (CMMS). Screens work requests for completeness and duplicity in conformance with established standards. Routes non-facilities service requests to the appropriate party or department. Recognizes urgent and sensitive requests, and escalates as appropriate.
• Displays excellent verbal and written communication skills. Maintains open communication with managers and leads to ensure work order prioritization and routing continues to meet expectations. Helps educate customers on DFS processes and acts as departmental goodwill ambassador at all times. Provide clear and professional communication to customers regarding request status and timelines.
• Dispatches appropriate staff to emergencies and supports emergency response using established procedures.
• Follows applicable internal and external policies and procedures while performing work. Possesses strong problem solving capabilities and makes sound decisions based on training, experience, and knowledge of policies and procedures.
• Exhibits flexibility with daily assignments. Demonstrates excellent organizational skills and commitment to teamwork.
• Runs browses, searches, and system generated reports as requested. Provides office and clerical support. Assists with TMA requisitions and Warehouse inventory tasks as needed.
• Perform other duties as assigned.
• Uphold University mission through work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required:

• High school diploma or equivalent with a minimum of two (2) years of customer service experience, preferably in a University and/or facilities management setting.
• Knowledge of construction project and/or facilities maintenance operations, documentation, procedures, and protocols.
• Demonstrated ability to work well under pressure. Knowledge and experience using a CMMS (preferably TMA).
• Strong English written and verbal communication skills, strong organizational skills with an emphasis on managing multiple tasks, ability to work independently and as part of a team, and ability to meet required deadlines.
• Ability to operate standard office equipment.
• Proficiency in G Suite (Google Apps), Word, and Excel.
• Must consistently project a professional demeanor and positive attitude.
• Normal mobility and ability to periodically lift and carry objects weighing as much as 30 pounds, including up and down stairs.
• Must drive personal vehicle for University business (mileage reimbursed), hold valid driver's license, and be insurable under University's standard auto insurance requirements.
• Must be willing to support the mission of Pepperdine University, articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.
• Ability to operate standard office equipment. Proficiency in G Suite (Google Apps), Word, and Excel.

Preferred:

• Experience in a University and/or facilities management setting.
• Knowledge of construction project and/or facilities maintenance operations, documentation, procedures, and protocols.
• Knowledge and experience using a CMMS (preferably TMA).

Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.

This is a Regular, Nonexempt, 40 hour per week position.

Expected Pay Range: $22.50 - $25.00 per hour 

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law.