Customer And Staff Liaison

Posting Detail Information
Working Title Customer and Staff Liaison
Position Location Fort Collins, CO 80523
Work Location Position is fully in-office/in-person
Type of Position Full-time
Classification Title Scheduler
Posting Number 202300308P
Position Type State Classified
Open Date 07/14/2023
Close Date 07/24/2023
Salary $3,484 - $3,875 Monthly + Full Benefits
Employee Benefits
Visit CSU’s Human Resources Website For Detailed Benefit Plan Information For Eligible Employees In The Following University Benefit Areas
Colorado State University is committed to providing employees with a strong and competitive benefits package that supports you, your health, and your family.
https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ and https://hr.colostate.edu/prospective-employees/our-perks/. To see the value of CSU benefits in addition to wages, visit our compensation calculator – https://hr.colostate.edu/total-compensation-calculator/.
State Classified Hourly No
Overtime Eligible
Description of Work Unit
Housing & Dining Services
Housing & Dining Services ( HDS ) is a multifaceted auxiliary organization responsible for management of on-campus housing facilities, residential dining, conferences, and the CSU Mountain Campus. Other areas within HDS include the Ram Card, communications, sustainability, facilities, human resources, technology services, workplace education and business services. Approximately 450 full-time staff and 1,700 hourly and student staff serve the nearly 8,000 students who live on campus, in addition to other campus and community guests. Our priority is providing our residents and guests with safe living environments, quality dining, and exceptional out of classroom experiences. We accomplish this through sound fiscal and operational management strategies, and an emphasis on the development of programs and services that are designed to enhance personal growth and global engagement. Staff are expected to uphold our values of customer first service, commitment to students and staff, integrity, respect and teamwork, inclusiveness and diversity, innovation, stewardship, and to support the CSU Principles of Community.
Housing & Dining Services Facilities
Housing & Dining Facilities is a work unit within Housing and Dining Services which provides care and stewardship for the 2.5+ million square feet of CSU’s living centers and dining facilities. We are a customer-first service organization, delivering a variety of services including skilled labor, environmental services, warehousing, movable assets, renovation and construction oversight, and all associated facilities management functions. We are committed to our students, staff, and the CSU community. We Facilitate Success.
Colorado State University & Fort Collins
Founded in 1870, Colorado State University is among the nation’s leading research universities and enrolls approximately 32,000 undergraduate, graduate, and professional students. Located an hour north of the Denver metro area, Fort Collins is a vibrant community of approximately 157,000 residents that offers the convenience of a small town with all of the amenities of a large city. Fort Collins is situated on the Front Range of the Rocky Mountains with views of 14,000 foot peaks, and offers access to numerous cultural, recreational and outdoor opportunities.
CSU Land Acknowledgement
Colorado State University acknowledges, with respect, that the land we are on today is the traditional and ancestral homelands of the Arapaho, Cheyenne, and Ute Nations and peoples. This was also a site of trade, gathering, and healing for numerous other Native tribes. We recognize the Indigenous peoples as original stewards of this land and all the relatives within it. As these words of acknowledgment are spoken and heard, the ties Nations have to their traditional homelands are renewed and reaffirmed.
CSU is founded as a land-grant institution, and we accept that our mission must encompass access to education and inclusion. And, significantly, that our founding came at a dire cost to Native Americans and peoples whose land this University was built upon. This acknowledgment is the education and inclusion we must practice in recognizing our institutional history, responsibility, and commitment.
Position Summary
The Service Dispatch Scheduler provides customer service support and assistance to Maintenance, Environmental Services and satellite departments.
Position maintains data for daily work orders and projects. Position uses AiM, our computerized maintenance management system, to perform different tasks for various work units. Position is also responsible for supporting the Access Control Technician with keyless entry access device orders and access requests.
Minimum Qualifications
To be considered for this position, candidates must demonstrate the following in the application:

• Two full-time years of service dispatch experience in a maintenance control center or other comparable service industry.

Substitutions
College or university course work, appropriate to the work assignment, may substitute for the experience on a year-for-year basis. **Please note, to use this substitution, a transcript must be attached at the time of application.
Preferred Qualifications
The ideal candidate will possess the following knowledge, skills, abilities and other personal characteristics outlined as critical to this position:

• Related state service experience.
• Excellent verbal and written communication skills with emphasis on clear and effective customer interactions.
• Experience in professional communication with customers through regular phone and e-mail communications.
• Demonstrated experience tracking information and work orders.
• Demonstrated ability to establish and maintain collaborative working relationships with staff, co-workers and customers.
• Proficient in Microsoft Office programs and ability to learn software programs.
• Experience working in a high volume call center for a large housing operations unit.
• Ability to follow and communicate Housing and Dining Facilities protocol, processes and procedures.
• Ability to communicate effectively in written form which includes the ability to check for typographical, grammatical and spelling errors.
• High-volume customer service experience.
• Valid driver’s license and willing to operate a state vehicle occasionally.

Essential Job Duties
Job Duty Category Customer Service
Duty/Responsibility

• Attention to detail is critical
• Generate work orders in AiM as a response to customer concerns.
• Work on various projects as assigned by supervisor.
• Answer phones, greet drop-in customers and direct as appropriate.
• Provide high quality customer service.
• Collect, decipher and evaluate data received by phone and electronic requests for proper channeling.
• Serve on various staff meetings and committees throughout Housing and Dining Facilities.

Percentage Of Time 30
Job Duty Category Mobile Phone and Land Line Phone Support
Duty/Responsibility

• Coordinate mobile phones for Housing and Dining Facilities.
• Coordinate set up of landline phones Housing and Dining Facilities.

Percentage Of Time 10
Job Duty Category Meetings Training and Team Responsibilities
Duty/Responsibility

• Relay information via various electronic media to provide information and task assignments.
• Other duties as assigned.
• Attend all meetings, committees and department sponsored functions.
• Comply with department handbook, University and State procedures and policies.
• Function as member of a team.
• Develop professional skills and communication to effectively interact with live in residents and guests.
• Attend required/recommended trainings, classes, seminars etc. provided by department to accomplish the above tasks, which includes ethics, safety, diversity, communication and any applicable training in providing the best customer service, etc.

Percentage Of Time 10
Job Duty Category Alarm Monitoring and Access Control Support
Duty/Responsibility

• Monitor all keys located in key management area of customer service.
• Maintain daily key log and safe audit in customer service area of all key sets housed in the front area. Issue keys and audit as appropriate to comply with departmental policy.
• Monitor Building Automation Systems, controls, alarms, emergency generators, boilers, chillers and chemical monitoring by relaying alarm information to appropriate technician.
• Attention to detail is critical.
• Provide customer feedback regarding maintenance requests.
• Generate work orders as a response to customer concerns.

Percentage Of Time 10
Job Duty Category Work Order Processing
Duty/Responsibility

• Provide emergency, operational, and routine information to, and/or receive information from maintenance personnel and customers.
• Assign codes to work orders
• Explain work process and train others.
• Assist in day-to-day cross training after initial
• Collect and exchange information in both verbal and written form to generate work orders.
• Determine priorities and assign to proper trade or vendor using AiM to generate work orders.

Percentage Of Time 40
Application Details
Special Instructions to Applicants
APPLICATION INSTRUCTIONS AND INFORMATION

• Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience. Please note: Part-time experience will be calculated to determine the full-time equivalent.
• The Work Experience is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.
• Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources must be able to evaluate your experience based on this information.

INCOMPLETE APPLICATIONS

• An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.
• If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.
• Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.
• An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.

RESUMES

• Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.
• When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.
• Please see the Required Documents section of the posting.

NOTES

• Pertinent updates to your Application status can be obtained by logging into your application account at https://jobs.colostate.edu
• Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
• All status updates for this position will be sent via email from [email protected], OR the Employment Consultant facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.
• The selection process for State Classified positions may include an exam(s) and interview(s) which require candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.

EQUITY , DIVERSITY , AND INCLUSION AT COLORADO STATE UNIVERSITY
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
Colorado State University is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require a reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our Human Resources – Employment Office, at hrservice[email protected] or call (970) 491- MyHR(6947).
DEPARTMENT CONTACT INFORMATION

• All other inquiries should be directed to the Colorado State University Human Resources Office (970) 491- MyHR(6947).
• Please check the Help link online at https://jobs.colostate.edu/help/ for assistance on your application or for answers to Frequently Asked Questions.

Conditions of Employment Pre-employment Criminal Background Check (required for new hires)
EEO Statement
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity (https://oeo.colostate.edu/) is located in 101 Student Services.
The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, [email protected].
The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, [email protected].
The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, [email protected].
Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education (https://www2.ed.gov/about/offices/list/ocr/docs/howto.html) .
Background Check Policy Statement
Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.
Employment and Appeal Rights
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.
Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.
Supplemental Questions
Required fields are indicated with an asterisk (*).

• No
• Yes
• Are you willing and able to submit to a pre-employment Federal background check?

Applicant Documents
Required Documents

• Cover Letter
• Resume

Optional Documents

• Unofficial Transcripts
• Veteran DD214 Form (Member-4) (For State Classified searches ONLY)