Department: University Housing
Classification: Administrative Program Assistant
Appointment Type and Duration: Regular, Ongoing
Salary: $17.43 - $26.00 per hour
FTE: 1.0

Review of Applications Begins

March 3, 2023; position open until filled

Special Instructions to Applicants

Department Summary

Living on campus adds tremendous value for students and the University. Students who live on campus their first year have higher grades, are retained at the University of Oregon at higher rates, graduate at higher rates, and graduate more quickly.

University Housing, a department within the Division of Student Services and Enrollment Management, is committed to facilitating students’ development as they build an inclusive community, establish a sense of home, and succeed academically. Our goal is to become the model of excellence for providing accessible, affordable, and student-centered living-learning experiences; the preferred choice for all UO students.

We value diversity and respect, integrity, equity and inclusion, learning and growth, responsibility and accountability, and safety and security. University Housing staff work hard to incorporate these values into daily work and practices to ensure an excellent UO experience.

University Housing units include Business Services, Dining Services, Facilities Services, Promotions & Student Recruitment, and Residence Life. University Housing is a $68 Million educational and business department that is a self-sustaining, self-liquidating agency of the University (receives no tuition or tax support for its operating budget).

Position Summary

The Customer Service and Work Control Administrator serves in the University Housing Facilities Services centralized Customer Service and Work Control Center. This position is responsible for receiving, analyzing for priority, and assigning Housing facilities service requests from multiple sources to the appropriate party or individuals. This position is also the primary contact for customers regarding service requests and concerns and is specifically responsible for clarifying requestor needs, scheduling services in customer spaces, and informing customers of service interruptions.

The Customer Service & Work Control Administrator receives, investigates, and resolves customer concerns, monitors ongoing projects and high-priority service requests, and reports their statuses to Housing Facilities Services management. They also provide status updates to customers who have requested facilities services.

This position operates the Computerized Maintenance Management System (CMMS) software, ensuring all facilities service requests and scheduled maintenance and custodial tasks are entered, updated, and properly closed out upon completion of work. This position prepares Ad Hoc reports, compiles data, and presents reports to Housing staff. Through input and assessment of this data, this position reviews data and reports for trends and helps to guide Housing Facilities Services work practices and predict equipment and facility needs for the purpose of budgeting and staffing. This position works with the University Housing IT system administrators and CMMS service providers to resolve problems with and answer questions regarding the CMMS software.

This position prepares a variety of reports, graphics, customer notifications, schedules, inventories, spreadsheets, presentations, and policies and procedure documents.

This position is supervised by the Facilities Customer Service and Work Control Manager and does not directly supervise classified personnel; however, it provides oversight of work under the guidance of a Facilities Manager’s supervision. This position will lead and coordinate the work of student employees.

Essential Personnel:
This position is one of those required positions necessitating that the employee makes every reasonable effort to arrive at the campus at their regularly scheduled times during inclement weather and/or university closures unless otherwise notified by their supervisor or manager. This includes times when the university may be closed. Essential personnel must provide reliable and current contact information at all times.

Minimum Requirements

• Three years of office experience which included two years at full performance level and experience generating documents; and
• Lead work responsibility or coordination of office procedures.

Professional Competencies

• Demonstrated experience with and/or commitment to working effectively with individuals from diverse backgrounds, in support of an inclusive and welcoming environment.
• Demonstrated experience and ability to evaluate multiple work requirements and prioritize in accordance with life, health, safety, housing residents, customer, and academic mission impacts.
• Demonstrated ability to provide superior customer service.
• Ability to communicate with others to prepare reports and understand policies, procedures, and safety information.

Preferred Qualifications

• Two years’ experience providing administrative support in a large complex organization. Experience must have been within the past five years.
• Two years’ experience providing direct customer service, including face-to-face, telephone, and email communication. Experience must have been within the past five years.
• Two years’ experience maintaining and working within a complex database system; analyzing data and creating reports, preferably within a Computerized Maintenance Management System. Experience must have been within the past five years.
• Demonstrated working knowledge of Windows-based applications; Microsoft Word, Excel, Outlook, and PowerPoint.

FLSA Exempt: No

All offers of employment are contingent upon successful completion of a background inquiry.

This is a classified position represented by the SEIU Local 503, Oregon Public Employees Union.

University of Oregon students and employees are required to be vaccinated against COVID-19. For additional information see: https://hr.uoregon.edu/uo-covid-19-vaccination-requirement-employee-process.

The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at https://clery.uoregon.edu/annual-campus-security-and-fire-safety-report.