Lead Customer Service Associate

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks that include numerous retail and restaurant discounts, savings on local child care centers and special rates for performing arts events.

Primary Purpose of Organizational Unit

Building Services provide full maintenance and repair services for all UNC facilities and ensure the proper operation of those facilities in support of the UNC mission of teaching, research and public service. Building Services supports more than 300 campus buildings with more than 18 million gross square feet of space. The teams that provide quality maintenance, repair and construction services that support the teaching, research, and public service mission of the University include Campus Maintenance, EMCS, Facilities Operations Support, Housing Support, HVAC Systems, Life Safety Services, and the Office of Waste Reduction and Recycling. Facilities Operation Support is a specialized unit within the Building Services Division of Facilities Services. This section is comprised of the Contract Administration, Asset Management, Building Inspections, and the Customer Service Center. The organizational unit delivers a high level of maintenance and support to safeguard human life, property, research, and other critical areas of significant financial and time investments for the entire University campus community including: all residence halls, classrooms facilities, research lab facilities, athletics facilities, medical school facilities, and offices facilities. These areas include, but are not limited to: Contract administration of all building Elevators and hoist way PM and repair services; Contract administration for Pest Control services; Customer Service Center operations for inbound phone and web service requests and work order creation; Facility planning including SPOTS support and electronic cataloguing of O&M manuals; Maintaining building equipment inventory records including asset tagging and updating preventative maintenance inspection data and asset life cycle programs; additionally support all facets of Building Services in their efforts to support the campus community.

Position Summary

Receives service requests via telephone, email, or on-line for all work to be completed or administered by Facilities Services. Ensures that requests are correctly funded, prioritized, and assigned for all types of services requested. The Customer Service Associate screens, triages, and processes requests via the AiM work management system. Work requests are then initiated and directed to the appropriate group responsible for the requested maintenance, repair, or alteration of campus facilities or equipment.

The Lead Customer Service Associate also provides on-site leadership to one or more Customer Service Associates which includes providing training, coordinating daily routines and the work assigned to the Customer Service team by the Asset Manager; and monitoring workplace safety. The Lead Associate may also serve as a liaison to campus customers in conjunction with the Asset Manager

Minimum Education and Experience Requirements

High school diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.

Required Qualifications, Competencies, and Experience

High school diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.

Preferred Qualifications, Competencies, and Experience Special Physical/Mental Requirements

Able to move objects weighing up to 50 lbs. with or without reasonable accommodation.

Campus Security Authority Responsibilities

Not Applicable.

Special Instructions Quick Link Temporary Employment Policies

Temporary Employment Policies