Senior Customer Relations Manager

University of Houston, United States

Updated: 2 months ago
Location: Houston, TEXAS

Senior Customer Relations Manager - (STA013925) Sr. Customer Relations Manager 
Organization
: H0510 Facilities Management 

Description

 

Manage and effectively liaise and act as back-up between units, departments and assigned building personnel in multiple areas/zones and related areas of responsibility. Develops, maintains relationships with customers and partners. Engages and communicates in meetings with customers, partners, team members to address, but not limited to, facilities, university concerns and various needs. Manage accuracy and timeliness of inquiries, service requests and work orders and ensure compliance.

  • Ensures customers and partners have a good experience on campus related infrastructure and University�s overall landscape.
  • Build, maintain and improve relationships with customers and partners.
  • Manage, the creation, verification and supervision of service/work order accuracy by investigating, identifying errors, correcting, confirming accuracy in work order management system, email, text, phone call requests/inquiries in a timely manner and triage when needed.
  • Tracks, follows-up and provides resolutions but not limited to inquiries, service requests/work orders for customers, departments and buildings.
  • Monitors building conditions, submits service tickets as needed, suggests changes as required, and provides technical direction to ensure all work is completed to customer satisfaction.
  • Communicates to customers and partners of potential service interruptions.
  • Identify and implement ways to improve customer satisfaction.
  • Remains knowledgeable of campus and department structure.
  • Educate and inform customers and partners about FC/M services.
    • Develops, maintain and ensures updated reports, presentations, standard operating procedures, job related resources are accurate and up to date and act as a trainer. May manage budget or financials, conduct reconciliations and corrections, ensure budget compliance May manage 24/7 call center and/or communications
  • This position is categorized as essential personnel and may be assigned to serve on a special task force.
    • Performs other job-related duties as required.

    EEO/AA 

    Qualifications

     

    Bachelors and 7 years experience

    Requires a thorough understanding of both theoretical and practical aspects of an analytical, technical or professional discipline; or the basic knowledge of more than one professional discipline. Knowledge of the discipline is normally obtained through a formal, directly job-related 4- year degree from a college or university or an equivalent in-depth specialized training program or experience that is directly related to the type of work being performed. Preferred: Specialized training program or experience can be substituted on year-to-year basis. Experience: Requires a minimum of one (7) years of job-related experience. Involves scheduling, supervision and evaluation of work as a first line supervisor. Provides input on hiring decisions, performance management and/or budget responsibility. Typically supervises employees who perform similar duties that are routine in nature. Certification: MUST HAVE A VALID TEXAS DRIVER'S LICENSE.

    Additional Job Posting Information
    Department willing to accept experience in lieu of education. 

     
    Notes to Applicant: Experience in Facility Maintenance, Customer Relations, Work Order Management Systems, Call Centers and on-call is a preferred.Please submit references along with resume 
    Salary: Commensurate with Experience/Education 
    Required Attachments by Candidate: Resume, Cover Letter/Letter of Application 
    Employee Status
    : Regular/Benefits 
    Job Posting
    : Jan 25, 2024, 3:57:22 PM

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