CUSTOMER SVCS TECH

Salary Schedule

This position is responsible for effectively taking facility management work requests, transportation field trip requests and other information over the phone, fax, computer, etc. and passing the needed information to the proper personnel for timely action. The position is the initial contact for work and field trip requests and serves as the liaison for the status of requests and problem resolution. This position is extremely important in providing the communication link between the customer and the service provider.

EXAMPLES OF ESSENTIAL FUNCTIONS

Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.

Serves as the initial service contact point for OCPS Facility and Environmental Services.

Serves as the initial contact point for all school based initiated field trip requests.

Communicates daily with Principals, Managers, School Secretary or Bookkeeper, Outside Organizations and Vendors regarding field trips.

Determines when service requests are outside the functional responsibility of the area Operations and Maintenance department, informs the customer, and assists in coordinating other Facilities and Environmental functions as needed to satisfy customer requests.

Initiates the facility maintenance work request/work order process.

Initiates the assignment of drivers and equipment that most effectively and efficiently meets the field trip requests.

Initiates customer notification regarding work start/stop/schedules/problems and status of work, material acquisition, contractor follow-up, etc.

Maintains detailed records of all calls made regarding operations and maintenance issues or transportation issues.

Develops and manages customer/caller relationships within Operations and Maintenance Area and/or the Transportation Department.

Coordinates substitute coverage due to absenteeism. Works very closely with the Communications Center to coordinate substitute coverage due to vehicle crash or mechanical breakdown.

Assists in investigating, documenting and responding to routine complaints.

Assists in reviewing statutes, guidelines, policies and procedures and monitors adherence to Federal, State and district guidelines.

Determines the scope of service requests and their urgency based on specific criteria provided.

Responds in a timely, efficient manner to all customer inquiries.

Informs management of potential problems.

Serves as the coordination point in the Area when an emergency call comes through.

Records customer feedback and notification.

Starts the process for new work.

Responsible for keeping up to date on current technology, as job appropriate, being used by OCPS. With the support of the district, attends training to ensure skill level in various technologies is at the level required to perform in current position.

Responsible for timely and accurate information they maintain as part of their job responsibilities.

Performs other relevant duties and responsibilities assigned by the Supervisor.

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

MARGINAL FUNCTIONS
While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members.

Distribute mail for shops and areas.

Sort and distribute paychecks.

Assist employees with questions regarding benefits and pay.

MINIMUM TRAINING AND EXPERIENCE
A high school diploma or GED is required. A strong background in customer service/related experience in stressful situations; and at least one (1) year of experience in a call center or customer service environment is required. Ability to understand facility management and basic construction concepts and terminology. Ability to simultaneously handle multiple, dissimilar tasks in a single work period. Ability to communicate very effectively verbally and in writing. Ability to listen. Ability to pay attention to detail. Exceptionally strong customer service skills. Ability to prioritize key issues. Determines, when appropriate, whether over-the-phone technical advice may solve the problem and either gives such advice or arranges for technical expert to do so. Ability to use computers and work processing software. Ability to find or collect, absorb, filter, store and distribute large amounts of information. Ability to obtain and maintain a valid driver’s license class E.

PERFORMANCE APTITUDES

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data and/or information. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to apply principles of persuasion and/or influence. Will involve problem resolution to all levels of personnel.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of motor vehicles to conduct site inspections, and ability to effectively use standard tools necessary to perform this function, such as multi-line telephones, computers, cell phones and two-way radios.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information, i.e., plans and specifications, architectural drawings, building and engineering codes.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; may require ability to utilize principles of fractions and/or interpret graphs.

Functional Reasoning: Requires ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving evaluation of information against measurable or verifiable criteria.

ADA COMPLIANCE

Physical Ability: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10) pounds. Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require effective oral communications ability. Some tasks require the ability to perceive and discriminate sounds.

Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes machinery, vibrations, electrical currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.

The Orange County School District will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.