• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $80,000 - $90,000

Position Summary

The Supervisor, Services Center reports to the Manager, Services Center and has the responsibility of overseeing all the day-to-day management of the Facilities Services Center, which is CU's central communications center for Facilities service requests, client questions and complaints and CUFO outage reports. He/she provides first line supervision for all Services Center team members.
The key responsibilities include fostering team cohesion, resolving calls efficiently, upholding quality standards, conducting training, and ensuring outstanding customer service for CU. This role is essential, given the Facilities Services Center is 24/7 operation and serves a critical role as a resource for the University.

Responsibilities

• Lead, supervise, train, and motivate the Facilities Services Center team.
• Coordinate the flow of work orders, service requests, and maintenance tasks within the Facilities Services Center.
• Schedule staff shifts and ensure adequate coverage for work order management and customer support.
• Manage and oversee all aspect of payroll processing, ensuring accurate and timely compensation for employees.
• Monitor and report on the performance and activities of the Facilities Services Center.
• Ensure accurate data entry and call handling by staff, utilizing CMMS and other relevant tools.
• Act as the primary point of contact for the Facilities Services Center when interacting with other Facilities units, University departments, and external entities.
• Build and maintain positive relationships with stakeholders.
• Identify opportunities for process improvements, cost savings, and innovation.
• Generate statistical reports and conduct backlog analyses of department activities.
• Collaborate with the Manager on special projects aimed at enhancing service quality and efficiency.
• Perform any other duties and responsibilities as assigned by the Manager or as required to support the Facilities Management department's objectives.

Minimum Qualifications

• Bachelor's degree and/or equivalent required. Minimum of three years' experience in a university or other institutional environment required, preferably in a customer service, facility management, maintenance and emergency services environment.
• Demonstrated strong administrative skills required. Familiarity with work order management and billing services a must.
• Demonstrated passion for taking care of customers. Willingness to think outside the box to find a way to "yes" to the customer. Must maintain professional appearance.
• Ability to work on a team to achieve customer service excellence in a fast-paced environment. Great communication skills are required to ensure meaningful interactions with customers that result in creative, customized solutions to meet customer needs.
• In addition to regular business hours, the Supervisor must be available on site as required by operational circumstances, and is on call 24/7/365 to assist, as needed.

Equal Opportunity Employer / Disability / Veteran

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