Service Center Staff

 

TITLE: Service Center Student Desk Associate
LOCATION: Leonardtown Service Bldg. (#201)
SUPERVISOR'S TITLE: Service Center Student Supervisor, Service Center Assistant Manager & Service Center Manager
HOURS: Fall/Spring: 9 - 15+ hrs./week;
Summer: 9 - 20+ hrs./week (depending on staff size)
STARTING SALARY: $11.10 per hour (as of July 1, 2018)
 
 
GENERAL DESCRIPTION OF DUTIES:
The Residential Facilities Service Center, commonly known as 4-WORK, assists with residents and staff members' service requests and provides 24-hour support 365 days a year for a wide variety of processes and systems which are necessary for the functioning of the larger Residential Facilities Unit.
 
SPECIFIC STAFF RESPONSIBILITES:
  • Issues and maintains security of Residential Facilities keys & keyrings in accordance with established policies and procedures.
  • Answers telephones: provides information, makes resource referrals, cites Department policy, fields questions & complaints concerning services, etc.
  • Receives requests for service from residents/staff and completes the processing/inputting of all appropriate information into the computer system.
  • Conducts pager transmissions for contacting maintenance, housekeeping and emergency duty staff; maintains transmission log of all calls received and transmitted.
  • Responds appropriately to emergency situations and processes emergency Service Requests according to protocol.
  • Completes data entry and processing for the Service Requests received at the Service Center on a daily basis.
  • Responsible for coordinating & distributing all Service Requests received in a given day to the appropriate shops by the following day.
  • Conducts key audits of the Service Center keybox during each shift.
  • Conducts air checks of pagers used by the Resident Life duty staff on a daily basis.
  • Routine filing of paperwork.
  • Serves as the main contact for residence halls during off hours and makes decisions about emergency response based on established guidelines and judgment.
  • Interacts frequently with a variety of persons (residents, guests, department employees, university employees, etc.) through face-to-face interaction and telephone calls.
  • Often informally functions as a reference person or liaison to other sections.
  • In response to unusual circumstances, can decide to override normal departmental policies to provide better services.
  • Initiates and updates information on Service Request status and may handle inquiries on overdue or emergency Service Requests.
  • Attends all staff meetings and training sessions as required (all are mandatory.)
  • Assists in the training of new staff members as needed.
  • Actively participates in the student employee evaluation process.
  • All Service Center staff are required to report for their assigned shifts or find coverage, even when the University is closed or opening is delayed due to inclement weather.
  • All Service Center staff are required to work at least one of the scheduled holiday breaks (Thanksgiving, Winter Break, or Spring Break).
  • Performs additional duties as assigned.
 
QUALIFICATIONS:
  • Registered undergraduate student at UMCP (Fall/Spring)
  • Prior customer service experience preferred.
  • Students with on-campus housing preferred.
  • Prior administrative, clerical, or computer experience preferred.
  • Experience desirable, but not required. We will train you.