Service Center Supervisor
University of Colorado 113 reviews - Boulder, CO

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The Facilities Management Service Center protects life and property of the University of Colorado and its students through ongoing emergency communications and critical decision making in emergency situations. The Service Center Supervisor manages and directs all aspects of the Customer Service Center Operation, including staffing/scheduling, budgets, communication systems, work order management systems, as well as internal departmental trainings for these systems and processes.

This position also coordinates the campus building proctor system which includes training the building proctors. This position develops, implements, and documents emergency response and work management processes and acts as the overall coordinator for the work planning processes. The position analyzes work data, key performance indicators and customer satisfaction surveys, and follows up on customer complaints/concerns as required. The position will be developing and updating procedures and protocols to deal with incidents, daily work flow and processes. Once developed, the incumbent will train others in the work unit to follow set procedures and protocols in a consistent manner.

We are looking for someone with excellent customer service skills who is a strong leader. The perfect individual for this position has experience training and leading others to consistently follow procedures, and has the ability to locate areas that need improvement and implement change effectively.

Posting Description
Department Information:
The Service Center is a dynamic team of professional dispatchers that work together with internal and external customers to provide the best customer service possible. The department provides emergency information and acts as a communication/command center between the Facilities Management Department, University Police Department and the campus community in cases of emergency. In addition, the Service Center is a call center for routine and requested maintenance issues as well as after-hours housing issues.

Job Responsibilities:
This position will be responsible for:

• Analyzing initial work identification, prioritization processes, and work management processes to continuously improve the accuracy and usefulness of work and emergency requests.
• Training FM employees and building proctors on work management processes, emergency management and changes, and ensuring that employees follow them consistently
• Analyzing work data, key performance indicators and customer feedback surveys and recommending process, computerized maintenance management system and policy changes.
• Directing all aspects of personnel management for the Customer Service Center including assessing staffing requirements; hiring, training and scheduling personnel to provide 24/7 year-round coverage; conducting performance planning and evaluations; and initiating and recommending employee corrective and/or disciplinary actions.
• Assisting with the coordination of special events and campus emergencies.
• Assuring maintenance of emergency logs, emergency dispatch manuals and the training of staff on emergency response processes and procedures.
• Administering FM communication components and systems by evaluating departmental communication needs relating to safety and efficiency and recommending improvements.
• Arranging for equipment and system repairs and ordering new equipment.
• Managing unit budget and approving expenditures by identifying operational requirements of Customer Service Center.
• Performing Stadium Building Proctor duties and training Building Proctors


This position is an “Essential Services” Position. The incumbent is required to respond to requests for work during campus emergencies (snow, wind, rain, flood and any other natural or man-made event) and report to work for his / her regularly assigned shift during emergency campus closures. This position is a full-time position and typical hours will be 7:30 a.m. to 4:00 p.m. Monday through Friday. This work unit operates 24/7 365 days a year and must be staffed at all times.
This position will be required to fill in for unplanned absences, upon occasion (on any given shift) to ensure coverage. Position will also have to share in covering shifts on holidays and for planned absences.

Salary and Benefits:
Monthly Pay: $3,590

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition reimbursement and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment, learn more about the University of Colorado Boulder .

The University of Colorado is an Equal Opportunity Employer committed to building a diverse workforce. We encourage applications from women, racial and ethnic minorities, persons with disabilities and veterans. In accordance with the Americans with Disabilities Act, alternative formats of this ad can be provided upon request for individuals with disabilities by contacting human resources at or (303) 492-6475.

Important Notes:
Application materials will be reviewed to determine if you meet the minimum qualifications for the position. Applications MUST be completed in their entirety, including job title, duties, months and years employed from and employed to, and hours per week worked. (Minimum experience requirements are calculated on a full time 40 hour a week equivalent.) Resumes will not be accepted in place of the official Classified Staff Online Application. If it is determined that you meet the required qualifications, your application materials will be used to identify a top group of the most highly qualified candidates. Please, specifically address the qualifications, competencies and preferred qualifications on your application. There may be questions at the end of this application related to these qualifications and competencies, your answers to these questions will be verified against your application materials and may be checked with references. False information could lead to your removal from the hiring process.

If your application is rejected, you will be notified. Contact the HR Consultant within five days of notice to discuss the rejection. If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the comparative analysis process, including conduct or content of an examination, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice of elimination from consideration or knowledge of the action you are challenging. Scores and ranks are NOT appealable. Please see the information about your appeal rights and forms at the following link: DPA - SPB / SPB /1232721347216

Veterans: Qualified veterans and surviving spouses are eligible for veteran’s preference. If you were honorably discharged and served during one of the periods for which the federal government awards veteran’s preference, please attach your DD214 to this posting.

Appointment to this vacancy, or vacancies, represented by this announcement is (are) expected to be from the eligible list created. However, there is a possibility that the appointment(s) may be filled by another method of appointment due to valid articulated business reasons.

The University of Colorado Boulder is committed to providing a safe and productive learning, living and working community. To achieve this goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history.

The Immigration Reform and Control Act requires that verification of employment eligibility be documented for all new employees by the end of the third day of work.

Minimum Qualifications
Must be a current Colorado resident in order to apply.

Minimum Qualifications:

Four years of experience in a service dispatch center which included work management and emergency management experience.

A bachelor’s degree from an accredited college, university or non-correspondence school course work related to the work assignment may substitute for the required experience. Demonstrated proficiency on position competencies may substitute for the required education and experience.

Necessary Special Requirement: Must be able to hear and see audible and visual alarms for systems.

Required Competencies/Knowledge, Skills and abilities
• Customer Service and Interpersonal Skills
• Oral and Written Communication Skills
• Multi-tasking
• Teamwork and Collaboration
• Leadership
• Problem Solving and Reasoning

Desired Qualifications
Preferred qualifications may be used to further reduce the pool of applicants to those who are most highly qualified.

• Dispatching experience in a college setting
• State supervisory and APPAA EFP certifications

Special instructions to applicants
HOW TO APPLY : Please submit an online application by 9/16/2013

If you have difficulties submitting application information, please contact the jobsatcu help desk at: 1-855-216-7740 option 5

Job posting contact
Boulder Campus Employment Services

Job posting contact telephone

Job posting contact email

Job Posting Number

Quicklink for Posting 80/postings/71093

About this company
113 reviews
University of Colorado Hospital is the Rocky Mountain region's leading academic hospital, which means it is always among the first - and...