Digital Operations & Customer Experience Coordinator

SU01 Seattle University; Seattle (WA); On-site; USD 55,000 - 60,000; Full time

Job summary

Seattle University is seeking a Customer Service / Help Desk professional to support Facilities and Campus Services. You will act as a primary contact for requests via the Call Queue, manage the CMMS system, and provide technical support for software and hardware across campus.

The role involves content maintenance and data reporting, with hybrid and on-site considerations. A bachelor’s degree and two years of related experience are preferred, as well as proficiency with MS Office and CMMS tools.

Qualifications

• Bachelor’s degree plus two years of experience in customer service.
• Proficient in MS Office with strong data entry skills.
• Demonstrated agility in rapidly learning and applying new applications.

Responsibilities

• Respond to inquiries from students, faculty, and staff via Teams; coordinate and document issues.
• Maintain CMMS data, generate reports, and train users.
• Support Facilities and Campus Services software and hardware, including Access Control and Office 365.
• Perform content updates for internal and external sites and manage digital resources.
• Perform other duties as assigned.

Skills

Customer service

MS Office

Data entry

Communication

Education

Bachelor’s degree

Tools

CMMS

Adobe CS

Bluebeam

Office 365

DirectLine

Job description

Months Per Year: 12 Work Model: Onsite

Seattle University will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate, and professional levels. We embrace an intersectional framework for defining diversity in its broadest sense, including differences in gender, gender identity, race, ethnicity, generational history, culture, socioeconomic class, religion, sexual orientation, national origin, citizenship status, political perspectives, geographic origin and physical ability. Seattle University strives to be a welcoming, open and safe campus climate for all who learn, live and work at Seattle University.

Core Competencies

• Effective Team Collaboration: Works harmoniously with others towards a common goal, leveraging individual strengths to achieve shared objectives.
• Emotionally Intelligent Communication: Engages in a skillful exchange of information, thoughts, and feelings, verbally and non-verbally.
• Ethics and Integrity: Demonstrates an unwavering commitment to honesty, professionalism, and alignment with our Jesuit mission in all actions and decisions.
• Flexibility and Innovation: Embraces change, approaching problems with curiosity adaptability, and is committed to making a positive impact.
• Mindful Inclusion: Fosters mindful inclusion by consciously creating a workplace that celebrates differences, embraces cultural humility, and empowers uniqueness.
• Outcomes-Driven Orientation: Sets clear objectives, pursues excellence, and delivers measurable outcomes while upholding Jesuit Catholic values.

Position Description

Customer Service / Help Desk - 30% Facilities Resource Center point of contact on an as-needed basis for Facilities requests and emergencies via the Call Queue and Work Order Console. Respond to inbound inquiries from students, faculty, and staff via Teams, providing clear and professional assistance. Maintain accurate records of customer interactions and elevate issues as needed. Responsible for the coordination and timely issuance of received information to Facilities staff for completion. Prepare and analyze reports on customer engagement metrics.

CMMS Management - 30% Responsible for the maintenance and operation of the Computerized Maintenance Management System (CMMS). Function as a liaison with the CMMS vendor for day-to-day technical needs. Maintain databases to support operational needs. Maintain and update the Preventative Maintenance program in the CMMS. Generate and analyze reports to support decision-making and compliance. Provide training and technical support to community CMMS users. Compile CMMS data and update reports for key performance indicators.

Digital Tools & Technical Support - 25% Supports Facilities and Campus Services software, hardware, and functions: Access Control Key Management System Facilities Software Adobe CS, Bluebeam, DirectLine, Office 365, and others. Websites, internal and external Hardware and software support for Facilities and Campus Services Staff.

Digital Content Maintenance - 15% Demonstrate a foundational understanding of digital content management with an eagerness to learn and grow in the role. Monitor and maintain customer-facing resources. Perform content updates for both internal and external websites. Maintain company resources, ensuring organization and ease of access. Oversee directories to keep information current and well-structured. Administer file organization to support efficient data storage and retrieval.

Marginal Job Functions: Other duties as assigned.

Minimum Qualifications

Bachelor’s degree plus two years of experience in customer service or a combination of education and experience sufficient to perform the essential functions of the position. Proficient in MS Office with strong data entry skills. Demonstrated agility in rapidly learning and applying new applications to address organizational needs.

Preferred Qualifications

One year of experience using and managing a CMMS. Experience in database management. Experience in web design or content management.

Compensation at a Glance

$55,000 - $60,000 Seattle University has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, and not based on a candidate’s gender or any other protected status. Your total compensation goes beyond the number on your paycheck. Seattle University provides generous leave, health plans, and retirement contributions that add to your total compensation package.

Benefits at a Glance

Consistent with its fundamental Jesuit values, Seattle University offers a wide range of benefits designed to care for the whole person. Choose from three different medical plans, a dental, and vision insurance programs. Protect your income with life, short & long-term disability coverage. Plan for your future with up to a 10% employer contribution for retirement benefits, comprised of a 5% nonelective employer contribution and an additional dollar-for-dollar match of your voluntary contributions up to a maximum of 5%. You may also take advantage of 100% paid tuition benefits for the employee and dependents, a subsidized transportation benefit, a wellness program with free access to an onsite fitness facility, and a wide variety of campus events. Enjoy a generous holiday schedule, including a paid Holiday break closure in December, vacation and paid sick leave, and paid community service leave. For more information explore the Benefits website at: https://www.seattleu.edu/hr/benefits/

Positions designated as hybrid eligible may offer the opportunity for a hybrid work schedule after successful completion of an introductory period of 3-6 months. In these cases, the role typically begins fully on campus to support onboarding and training, with the potential to transition to a hybrid arrangement thereafter. Positions designated as on-site are not eligible for hybrid work and are expected to remain fully on campus. All flexible work arrangements are subject to periodic review and may be modified or discontinued at any time at the university’s discretion.

With a career at Seattle University, you’re joining a community of passionate people dedicated to empowering the next generation of leaders and thinkers. Founded in 1891, Seattle University is a Jesuit Catholic university located on a beautiful campus of more than 50 acres in the dynamic heart of Seattle. Our diverse and driven population is made up of more than 7,200 students enrolled in undergraduate and graduate programs within six schools and colleges.

Seattle University is an equal opportunity employer.

In support of its pursuit of academic and scholarly excellence, Seattle University is committed to creating a diverse community of students, faculty and staff that is dedicated to the fundamental principles of equal opportunity and treatment in education and employment regardless of age, color, disability, gender identity, national origin, political ideology, race, religion, sex, sexual orientation, or veteran status. The university encourages applications from, and nominations of, individuals who will further enrich the diversity of our educational community.

Our Mission

Seattle University is dedicated to educating the whole person, to professional formation, and to empowering leaders for a just and humane world.

Our Vision

We will be one of the most innovative and progressive Jesuit and Catholic universities in the world, educating with excellence at the undergraduate, graduate and professional levels.

Our Values

• Care – We put the good of students first.
• Academic Excellence – We value excellence in learning with great teachers who are active scholars.
• Diversity – We celebrate educational excellence achieved through diversity.
• Faith – We treasure our Jesuit Catholic ethos and the enrichment from many faiths of our university community.
• Justice – We foster a concern for justice and the competence to promote it.
• Leadership – We seek to develop responsible leaders committed to the common good.