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Job Summary

Reporting to the Manager of Service and Process, the Sr. Customer Service Administrator plays a leading role in Caltech Facilities’ Service Center as the subject matter expert for customer service. This position actively demonstrates a commitment to customer success as well as the mission of Caltech in all interactions with internal and external customers. The administrator works to ensure that all services offered through the Service Center represent consistency in quality of delivery and customer service excellence. The ideal candidate possesses an exceptional attention to detail, is passionate about providing excellent customer service, and has a commitment to continually improving the department’s processes and services.

Essential Job Duties

• Responsible for following all safety procedures and maintaining a safe and secure work environment.
• Receive work requests through telephone, email, and web portal for creation of work orders into Integrated Work Management System (IWMS).
• Work with customers, including outside of Caltech, to obtain correct account and funding information.
• Reconcile financial information in Caltech’s IWMS.
• Work with other departments, such as Housing and Planning, Design & Construction, to coordinate large projects.
• Communicate, triage, and assign work orders to Caltech Shops
• Process utility and building shutdown requests, create notices, and notify building contacts.
• Provide communication, facilitation, coordination, and documentation of all reported customer issues.
• Escalate issues to management when needed for any situation in which services to customers have been compromised, including emergency shutdowns and complaints.
• Assist with preparing, revising, and maintaining customer service-related process, policies, and procedures.
• Investigate and facilitate solutions for customer problems.
• Monitor all services provided by the Service Center to assure quality delivery of service.
• Prepare reports and metrics related to customer service for management.
• Monitor customer service surveys and coordinate the appropriate shop response if needed.
• Identify trends and make recommendation for improvements.
• Provide mentoring and training to Service Center staff. 
• Provide IWMS training to facilities team.
• Performs other job-related duties as assigned. 

Basic Qualifications

• Demonstrated excellence in communicating with internal and external customers.
• Collaborative mindset with a focus on continually improving service delivery.
• 5+ years’ experience serving as front-line customer service representative working in Facilities, maintenance, construction, or similar service providing industry.
• GED or High School Diploma.
• Experience with spreadsheets, databases, and collaboration tools, such as - Excel, Teams, Box, Microsoft 365, internet research, and Integrated Work Management Systems (IWMS).

Preferred Qualifications: 

• Proficiency using Caltech proprietary systems such as AiM IWMS, Kronos, OBI.
• Applicable certifications in Customer Service, or similar customer support fields.
• Associate or bachelor’s degree in related field.

Required Documents

• Resume.