• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule: Monday-Friday 8AM-4:00PM
• Building:
• Salary Range: $62,400-$62,400

Position Summary

Reporting to the Customer Experience Manager, the Customer Service Representative is responsible for supporting the day-to-day operations of the CUIMC Facilities Customer Service Center by sustaining a two-way communications network between Facilities Management and members of the Columbia University Irving Medical Center academic and residential community. The incumbent will serve as the central point of contact for all inquiries directed to the Facilities Customer Service Center and identify customer needs, as well as respond to customer queries.

Responsibilities

• Serves as the central customer contact for CUIMC Facilities: Responds to and manages all Facilities-related inquiries within the academic and residential community and documents all requests and related correspondence using the relevant online outreach channels; refers internal and external inquiries, comments, and challenges to the appropriate area/person; dispatches emergency requests to appropriate personnel and documents any emergency issues using the online work order system (50%)
• Provides regular customer updates: Works within the department to regularly and proactively collect and disseminate ongoing work order updates to customers via email, and telephone; documents all customer-related follow-ups and interactions in the appropriate work ticket records (30%)
• Addresses and resolve customer issues: Assists customers with concerns or complaints that require basic intervention/problem solving; escalates customer concerns or complaints that require high-level intervention to the Customer Experience Coordinator; identifies possible work request-related issues and escalate priority issues whenever needed (20%)

Minimum Qualifications

• Bachelor’s degree in related field or equivalency, plus two years of related experience. 
• Excellent customer service experience as well as excellent interpersonal, written, verbal, and non-verbal communication skills required.
• Must satisfactorily complete training and certification programs that are offered.
• Must act in a professional and courteous manner, communicating clearly and effectively with a wide variety of customers, especially during times of increased stress or pressure.
• Must work with minimal supervision, be engaged, active, personable, and capable of exercising initiative and good judgement in a fast-paced environment.
• Strong organizational, analytical, and problem-solving skills are a must.
• Demonstrated accuracy in handling detailed work and the ability to work independently.

Preferred Qualifications

• Proficiency with Microsoft Office Suite preferred.

Other Requirements

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.