Job description

534184

Morningside

Facilities Operations

Full Time

Opening on: Feb 25 2023

Grade 13

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Job Type: Officer of Administration

Bargaining Unit:
Regular/Temporary: Regular

End Date if Temporary:
Hours Per Week: 35

Salary Range: $83,500 - $105,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

The Senior Client Services Representative (SCSR) reports to the Executive Director, Client Services (ED/CS) and works closely with the Operations’ shop supervisors and their management, as well as CSR peers, to deliver quality and reliable services to clients in buildings and other assigned locations throughout Columbia University’s (CU) campus.

Responsibilities

The SCSR is responsible for addressing, analyzing, following up on and resolving complaints and issues related to building management in CU’s administrative and academic space.

Many CU buildings house critical functions including:
Science and Engineering buildings with labs used for research and instruction.

Libraries with historic and/or delicate books and materials.

Academic and administrative space located in older buildings and vulnerable building locations.

Maintenance of these locations is critical, requiring prompt follow-up to manage both information flow and expectations in order to ensure quality client service.

The SCSR manages small client projects involving multiple Operations’ shops, vendors and/or contractors. The incumbent identifies and contracts with the appropriate trades, assists the client with materials selection, coordinates the timeline among multiple vendors, and drives the project to completion.

The SCSR ensures that Operations’ performance meets the service expectations of a broad client base and achieves targeted productivity measures related to customer satisfaction. The incumbent works closely with CUFO staff to provide the support needed by all clients. The incumbent stays up to date on all CUFO policies and procedures, assisting clients as they navigate the various facilities services provided to them. The SCSR assists in the development and implementation of preventative maintenance programs in the locations they are responsible for. Working closely with the ED/CS, the SCSR analyzes feedback and works with other CUFO staff to adjust programs, schedules, and labor requirements according to building needs.

In addition, the SCSR serves as a key partner to the ED/CS in the following areas:

• Oversight and implementation of training for new CSS staff.
• Oversight and management of CS work orders to meet client needs and optimize CUFO finances.
• Development and implementation of process improvement measures to improve CUFO service to clients.
• Development, implementation and oversight of Service Level Agreements (SLA) with key CUFO clients.
• Development, implementation and analysis of client satisfaction tools, potentially including quantitative and qualitative surveys, focus groups, interviews and/or other data-gathering techniques.
• Support and back-up for ED/CS as needed.

This position interacts with faculty, researchers, librarians, and senior administrators, and also interfaces with CU buildings’ facilities representatives. The SCSR may be required to perform other duties as assigned to support facilities operations for the University. The incumbent must be able to work off hours, weekends, late nights and extended hours as necessary.

Minimum Qualifications

Bachelor's degree (preferably in Engineering, Facilities Management, Hospitality Management or related field) and/or its equivalent required.

Minimum 4 to 6 years' related experience required. Excellent customer service skills are a must.

The candidate must have experience in the management of facilities services including fiscal responsibility, workflow, and resources. Computer skills required including spreadsheet and word processing.

Experience with SLAs, client satisfaction and process improvement techniques is preferred. Strong problem-solving and interpersonal skills and the ability to apply them in the field are a must. Demonstrated ability to read and interpret blueprints, diagrams, and equipment manuals is needed.

Excellent interpersonal and written communication skills are required, as are experience in managing equipment and building infrastructure issues, the ability to remain calm and diplomatic in stressful situations and the ability to juggle multiple project deadlines.

Familiarity with the following is preferred: physical needs in different types of spaces including research and teaching labs, libraries, and older/vulnerable office and classroom space; safety and research compliance; and infrastructure issues. Experience in research labs, knowledge of research compliance and lab safety policies procedures helpful.

Preferred Qualifications

Familiarity with building trades strongly preferred.

Knowledge of NYC building codes and regulations a plus.

Equal Opportunity Employer / Disability / Veteran

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

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