Customer Service Coordinator

Simon Fraser University; Burnaby; On-site; CAD 48,000 - 57,000; Full time

Job summary

A leading research university, Simon Fraser University seeks a Customer Service Coordinator to provide excellent service in facilities management. The role involves ensuring effective communication with clients and trades, processing work requests, and assisting in administrative duties. Candidates should possess strong communication skills and relevant experience to thrive in a dynamic work environment.

Benefits

3 weeks’ vacation

Hybrid-work program

Employer-paid pension plan

On-campus tuition waiver

Funding for professional development

Qualifications

• 3 years minimum experience in a related role, or equivalent combination of education and experience.

Responsibilities

• Supports effective delivery of facilities-related services to customers.
• Responds to requests for services and dispatches appropriate trades.
• Processes invoices and maintains records in the maintenance management system.

Skills

Written and verbal communication skills

Detail-oriented

Prioritization skills

Education

High-school graduation and one year of post-secondary education

Courses in bookkeeping and office procedures

Job description

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Union/Affiliation: C.U.P.E. Local 3338
Pay range: $1,895.65 to $2,145.78 bi-weekly
SFU Department Descr: Facilities Services
Position Grade: 6
# of openings: 2
Biweekly Hours: 70
Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

As part of Facilities Services Administration and Real Estate Services team, this role provides the main point of contact for the SFU community when they are looking for assistance. The Administration team is a tightly knit group that works collaboratively and efficiently with a focus towards providing an excellent customer experience.
About The Role

Supports the effective and efficient delivery of facilities-related services to customers in SFU departments and offices at the Burnaby campus. Responds to requests for routine, non-routine, and emergency services received by the Facilities Service Desk, through the departmental website, or by a Project Initiation Form. Identifies and dispatches appropriate trades people to respond to service requests. Ensures all service requests are accurately entered in the TMA Computerized Maintenance Management System (CMMS). Maintains up-to-date Work Orders and Project files. Processes invoices and all data received pertaining to work billing. Generates and distributes end-of period reports. Provides back-up to the Administrative Office including the Facilities Service Payroll Desk during periods of staffing absences and work overload.

Qualifications

High-school graduation and one year of post-secondary education including courses in word processing, spreadsheet, and computerized maintenance management applications; bookkeeping; and office procedures. 3 Years minimum experience. An equivalent combination of formal education, certificate/program of study ad experience is acceptable.

• Written and verbal communication skills - frequently required to relay detailed information from the clients to the trades via notes on the work order or over the radio.
• Detail-oriented - often required to ensure that the details passed along are accurate, including directions and instructions from the client.
• Prioritization skills - environment can be hectic at times and the person must be able to assess a situation and determine priority issues with minimal supervision.
  
  

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

• 3 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Funding for professional development expenses*
• And more!
• Prorated for part-time employees
  
  

Additional Information

For external candidates, the starting salary is the first step of the salary range.

Please note: There are 2 positions available.

Hours of work are a modified work week schedule working 8:00am to 4:17pm.

Please include your cover letter and resume in one attachment.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact [e-mail].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Higher Education

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