Call Center Assistant

BLANK AST 2 (004723)

UCPath Position ID: MI-DPT317000-JC004723-PD168311

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

500220

Approved Date:

5/29/2024 4:08:58 PM

Date Last Edited:

5/29/2024 4:08:55 PM

Last Action Effective Date:

8/17/2018

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

317000 - ON CAMPUS HOUSING

Position Details

UCPath Position Number:

MI-DPT317000-JC004723-PD168311

Position Description ID

168311

UC Payroll Title:

BLANK AST 2 (004723)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40058377

Reports to Payroll Title:

ADMIN SUPV 1

UCPath Department Head Position Number:

40058341

Department Head Payroll Title:

FAC PROJECT MGR 2

CLOSE SUPERVISION - Indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION SUMMARY

Under the general supervision of the Department Manager and the Supervisor provide primary support for properties managed by UCLA Housing & Hospitality Services.  Provide a full range of administrative support for the maintenance program. Assist the public and visitors in a professional and courteous manner with information or referring them to the appropriate person. Receive, screen, and route telephone calls. Generate work orders using a database program and maintain database. Issue work orders and/or keys. Initiate and complete forms necessary to facilitate pre- and final inspection of vacant apartments. Schedule vendors and/or contractors to assist in the renovation of vacant apartments. Screen incoming calls for management staff. Open, sort, and distribute all incoming mail. Prepare routine correspondence to residents, vendors, rental staff, and other customers as directed. Schedule appointments for management staff to meet with residents who have maintenance related concerns. Complete other duties as assigned. Finally, the position requires flexibility in traveling to and from the various complexes, to and from the various properties managed by UCLA Housing & Hospitality Services.

At UCLA Housing & Hospitality Services (H&HS), you become part of UCLA's tradition of excellence by providing quality housing, dining, and hospitality services to student-residents, faculty, staff, and campus visitors. We believe there's more to a job than simply being employed. In addition to competitive salaries and comprehensive benefits and retirement plans, H&HS team members enjoy significant opportunities for professional and personal growth in a supportive work environment. No matter what your role, you will join more than 2,600+ H&HS team members who understand that our motto Hospitality First! means that a warm, gracious attitude makes a difference in the lives of the people we serve.

WORK ORDER/MAINTENANCE PROGAM

A1 Receive incoming maintenance calls and generate work orders within Maximo for all calls, internet entries and personal requests. (E) A2 Receive and process all common area work orders (courtyards, playgrounds, laundry rooms, lights, landscape, renovations, contractor, etc.). (E) A3 Utilize Maximo tracking system in order to generate and process/prioritize work orders to address all submitted maintenance requests. Assist tenants with outstanding maintenance problems and notify Managers/Supervisors to advise of the situation. (E)  A4 Generate weekly reports and distribute to Management staff:     a. Uncompleted work orders to date. (E)   b. Completed work orders for previous week. (E)   c. Repeat calls, e.g., incomplete work, problems not corrected, no show, etc. (E)   d. Renovation Progress report. (E) A5 Utilizing Maximo, enter progress reports and work order updates daily including, but not limited to present status of work, completed by,time and description of work performed. (E) A6 Distribute work requests to Managers/Supervisors, Crafts, Facilities Mechanics/Workers, and contractors, checking out keys as necessary within established key policy guidelines. (E) A7 Assist Managers with pre-inspection and final inspection process by completing the necessary documentation. (E) A8 Prepare Miscellaneous Charge forms for damages to the units as requested by the  management staff. (E) A9 Ensure proper and authorized access for university contractors to the appropriate job site by coordinating the issuance of key cards or mechanical keys. Responsible for the organization of keys by:      a. Ensure that the office has a copy of all keys to various locations, checking periodically for missing keys. (E) A10 Review Inventory and Damage Report from new tenant and generate work orders for all problem areas. (E) A11 Input completed contractor/facilities work orders on computer. (E) A12 Review Apartment Coordinator rounds reports and phone logs, generate work orders as necessary. (E)

35%

CONTRACTORS AND SCHEDULING

B1 Pest Control   a. Responsible for scheduling pest control for occupied and vacant apartments at North and/or South University Apartments locations. Prepare memos (weekly) informing the Contractor on the number of units to be sprayed that week, giving instructions on what type of service each apartment needs. (E)   b. Schedule follow-up appointments for uncompleted units. Organize complete buildings for spraying (which may be as many as 72 units) where major infestation exists. (E)   c. Schedule vacant unit for spraying within the 5-day renovation period, ensuring that facilities personnel are not scheduled when spraying is to be done. (E) B2 Blinds   a. Responsible for scheduling blinds to be measured and replaced in vacant and occupied apartments by giving Contractor a list of blinds that need to be replaced with special instructions (repairs or cleaning). (E)   b. Generate/distribute memos to tenants who have requested work on their blinds, giving them instructions on the date the installer will enter their unit to measure for replacement/repair, the date that Facilities staff will enter to remove valances and blinds, and the date the replacements will be installed. Advise the tenant that they will be without coverage for twenty-four hours. (E)   c. Make a list of vacant units that need blinds and make sure contractor installs blinds during renovation period. (E) B3 Painters  a. Assist painting contractors with on-site information and assistance as needed. (E) B4 Other Contracted Services  a. Schedule routine elevator, glass, carpet and linoleum installations or repairs; ensure proper follow through. (E)

20%

CLERICAL/PRIMARY SUPPORT FOR THE MAINTENANCE PROGRAM

C1 Screen incoming calls to Assistant Director, Facilities, Area Facilities Manager and supervisors, take messages or redirect inquiries to other staff members. (E) C2 Open, sort and distribute all mail for maintenance staff. (E) C3 Maintain a telephone record e.g., unit number, problem, action taken, date and time of call. (E) C4 Type and arrange for distribution of letters to the tenant body for any major project that may involve access to the unit making sure that tenants are informed twenty-four hours in advance. (E) C5 Schedule appointments for the Field Operations Manager for inspection of unit when tenant requests painting, floor replacement (bathroom/kitchen), noting the length of time the tenant has resided in the unit. Coordinate appointments for pre-inspections with the Management staff or Lead Facilities Mechanic. (E) C6 Prepare memos or letters to vendors or campus officials for Management staff. (E) C7 Responsible for the coordination of the renovation and time off calendars. (E) C8 Compose routine correspondence to residents and contractors as requested. (E)

20%

TENANT AND PUBLIC RELATIONS

D1 Tenant and Public Relations as University front line telephone receptionist, responsible for greeting and assisting the public and visitors with information pertaining to properties managed by UCLA Housing & Hospitality Services by:   a. Answering all incoming telephone calls and direct caller to appropriate person. (E)   b. Referring all complaints or administrative requests to appropriate manager or supervisory staff. (E)

15%

MOVE-IN/MOVE-OUT PROCEDURE

E1 Ensure that Inventory/Damage Sheet(s) from new tenant have work orders generated and completed when necessary for repairs that may have been overlooked in their unit and give the form to the Field Operations Manager for evaluation and follow-up. (E)

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

High School Diploma

High School Diploma or equivalent experience

Required

2+ years

demonstrated administrative office experience

Required

Working knowledge of Landlord-Tenant Law and an understanding of eviction procedures as they relate to campus policies and procedures.

Preferred

Typing skill to prepare business correspondence, forms and reports with speed and accuracy. Skill in establishing alpha/numerical files.

Required

Skill in operating Network based PC including working knowledge of the programs Word, Excel, Access, and Outlook. Competency in Database functionality. Ability to follow written and oral instructions and/or directions.

Required

Skill in reading documents written in standard English text (e.g., administrative policy manuals and rental agreements). Skill in writing grammatically correct routine business correspondence.

Required

Ability to make oral presentations for the purpose of providing information, explaining policies and procedures, and answering questions.

Required

Ability to perform with frequent interruptions and/or distractions and manage a heavy workload within established time frames.

Required

Skills in interacting with persons of various social, economic and educational backgrounds.

Required

Ability to establish and maintain cooperative working relationships with persons of various social, cultural, economic and educational backgrounds. Skill in interacting diplomatically with the public in a high volume, continuous public contact setting. Ability to maintain equanimity in the face of resistance, indifference or hostility.

Required

Ability to initiate and maintain cooperative relationships with co-workers, managers and supervisors, customers/clients, and members of the public. Ability to work harmoniously and cooperatively as a team player.

Required

Must have and maintain a valid California Driver's License in order to drive a van, pick-up truck, or electric cart and travel to other off/on-campus locations on a regular basis.

Preferred

Requires verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.

Required

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Housing Maintanence Office

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 2: Position in which required tasks normally do not involve exposure to blood, body fluids or tissues, but may require performing unplanned Classification 1 tasks. In these jobs the normal work performance involves no exposure to blood, body fluids, or tissues. However, exposure or potential exposure may be required as a condition of employment.