Associate Director of Facilities Customer Service

IMPORTANT APPLICATION INSTRUCTIONS:Upload Resume or Curriculum Vitae for automatic population of information to the application.The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.Job DescriptionSUMMARY: Reporting to the Director of Building Repairs, the Associate Director of Facilities Customer Service manages the Facilities Customer Service Center (FCSC) and serves as the primary advocate for customer concerns within University Facilities, providing a service and communications interface between the division and the campus community.  The Associate Director utilizes strategic thinking, a strong customer focus, and the ability to develop influential relationships across stakeholder groups to deliver service improvements to University faculty, staff, students, and contractors.  With a clear understanding of the wider issues that impact facilities operations and the ability to execute multiple assignments in a demanding environment, the Associate Director oversees Service Request and Work Order processing from intake through fulfillment, and coordinates with division personnel to ensure that completed procedures and work meet customers’ objectives and service expectations.The Associate Director develops and recommends policies and standard operating procedures, oversees procurement activities, contracts goods and services, and manages unit budgets, personnel, and after-hours call center services. PRINCIPAL DUTIES AND RESPONSIBILITIES:Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.Establish and monitor production, productivity, quality, and customer-service standards; contributing unit data and performance analyses to organizational strategic plans and reviews.Meet organizational goals by accepting ownership for accomplishing new and different   requests and explore opportunities to add value to job accomplishments.Investigate customer service inquiries and manage swift corrective action where necessary. Provide effective, appropriate, timely, and consistent communication to stakeholders through all stages of the Service Request and Work Order processes and maintain comprehensive records.Enhance First Call Resolution efforts to provid...