San Francisco State University

• SFSU INTERNAL APPLICANTS ONLY*

Working Title

Housing Service Center Specialist

Positions Available

1

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be 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.

This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Housing, Dining & Conference Services

Appointment Type

This is a one-year probationary appointment.

Time Base

Full-Time (1.0 FTE)

Work Schedules

Sunday-Tuesday, Thursday and Friday 3:00 pm-12:00 am (Eligible for Shift Differential Pay)

Anticipated Hiring Range

$4,931.00 - $5,200.00 per month ($59,172.00-$62,400.00/year)

Salary is commensurate with experience.

Position Summary

The Housing Service Center is the primary point of contact for inquiries related to Housing Facilities and operates 365 days a year.

The Housing Service Center Specialist plays a key role in ensuring the efficient operation of the service center. This position is responsible for overseeing daily activities, managing customer inquiries, coordinating service requests, and maintaining high standards of residential satisfaction. The coordinator works closely with cross-functional teams to support the delivery of timely and effective solutions to customer concerns.

Key responsibilities of monitoring performance metrics, addressing escalated issues, and maintaining a seamless workflow within the service center. Additionally, the Housing Service Center Specialist is expected to lead staff, provide administrative support, track service issues, generate reports, and contribute to continuous improvement efforts aimed at enhancing the overall customer experience.

Position Information

SERVICE REQUESTS MANAGEMENT/ANALYZE PROBLEMS/EMERGENCY RESPONSE

• Provide friendly and professional points of contact for residents experiencing facility-related service issues within the housing community.
• Receive and dispatch requests appropriately, and complete administrative tasks associated with requests.
• Evaluate/assess for health and safety, urgency, priority, operational area responsibility, etc. as part of determining the resolution plan.
• Create and monitor work orders, ensuring they are accurately created, assigned, prioritized, and categorized in line with departmental procedures.
• Proactively manage escalations, coordinating cross-functional teams to address issues and concerns swiftly.
• Liaise with wider team members as part of ensuring the best resolution per operational practices, and as appropriate, continue to liaise with relevant parties as part of effective resolution.
• Amend data and tracking systems as required.
• Work closely with facilities managers to develop and enhance the quality of service and reporting processes. Ensuring effective communication with appropriate entities daily.
• Acts as central information dispatcher in facilitating coordinated services of Housing Facilities entities during residential and campus-wide events such as power outages, storms and other emergency conditions. For these situations, incumbent control point to verify status of critical operations such as sub-station switching and powering up/down of central plant and buildings.

CUSTOMER SERVICE/COMMUNICATIONS

• Scheduling management of provided service and negotiate response times.
• Facilitate seamless communication and collaboration between the resident and service providers to ensure successful delivery and maximize satisfaction.
• Resource planning by making appropriate decisions regarding the urgency and priority of services.
• Conduct and analyze resident feedback to identify and recommend areas to improve services.

SERVICE CENTER OVERSIGHT

• Ensure that the service center is operating effectively and that procedures are meet CSU, University and Division policies.
• Provide feedback to team members, on a team basis and individual basis. Identify gaps in current workflows and update them as see fit.
• Ensure procedure are being followed by everyone in the service desk.
• Update staff with but not limited to new procedure, issues at hand, leading staff, event impacting the department etc.
• Lead and support staff to meet KPIs.
• Uses proprietary software systems, office production software and operating systems to produce both established and ad-hoc reports. Based on operational or managerial need, produces production reports needed to analyze specific issues and problems.

SECURITY/ACCESS CONTROL

• Responsible for verifying key/card requester status, proof of identification, and signature verification of the approving individual, and for approving and granting access through key and key card issuance.
• Responsibility to verify the reason for access and is responsible for granting access to all campus buildings and spaces, as approved by the department/college

Other Duties as Assigned

Minimum Qualifications

Entry to this classification requires general knowledge and skills in the applicable administrative and/or program field with a foundational knowledge of public administration principles, practices, and methods. This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.

• Working knowledge of and ability to apply standard theories, principles, practices, and techniques applicable to the program and/or administrative specialty to develop conclusions and make recommendations.
• Thorough knowledge of policies, procedures, and outside regulations pertaining to the applicable program and/or administrative specialty.
• Working knowledge of operational and fiscal analysis and techniques.
• Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved.
• Skill in the research, development and evaluation of policies and programs, including skill in the collection, evaluation, and interpretation of data to develop sound conclusions and make appropriate recommendations.
• Expertise in investigating and analyzing problems with a broad administrative impact and implications. Ability to anticipate problems and address them proactively.
• Demonstrated ability to effectively interpret, organize, and present information and ideas in written or presentation form.
• Ability to train others on new skills and procedures and provide lead work direction.

Preferred Qualifications

• 2+ years experience in a customer service field preferably in property management.
• Proficient in Microsoft Outlook, Word and Excel.
• Working experience with property management and/or data bases such as OneSite, StarRez, MetaBim, etc.
• Ability to handle multiple situations under demanding situations.
• Ability to interpret a broad variety of university/departmental policies and procedures and apply these to operational/ service situations often occurring simultaneously. Communicate decisions and direction clearly and effectively.
• Knowledge of construction and maintenance terminology, practices and procedures. Ability to translate service requests into skilled trade terminology.
• Ability to make analytical database queries and effectively use the resulting data for making informed decisions into skilled trade terminology.
• Ability to make analytical database queries and effectively use the resulting data for making informed decisions.

Required License/Certification

Must have a valid California Driver’s license and can be certified to drive on State business.

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 Revised July 21, 2017 as a condition of employment.

Environmental/Physical/Special

Fully in-person and onsite position

Ability to lift up to 50 pounds (moving files boxes).

Working in an open office environment.

May be required to work alone during designated work schedule.

Ability to concentrate and work in a noisy, fast paced environment.

May be required to work on weekends, evenings, overtime, call back and/or holidays.

Work schedule may change depending on the needs of the organization.

Position may require to carry an issued mobile phone and answer calls.

In case of an emergency, the position is deemed an essential personnel.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

CSUEU Position (For CSUEU Positions Only

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/.

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.

• SFSU INTERNAL APPLICANTS ONLY*

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