Customer Service Specialist

Job Summary

The Customer Service Specialist performs duties under general supervision of the Director of Administrative Services, but works independently to provide full range of front desk, and payroll support to the facilities Development and Operations Department including the receiving and posting of time off and overtime. Maintains accurate data records for all service desk communication forms and telephone lines during regular operating hours, Monday through Friday 8:00 am to 5:00 pm. Knowledge of the business practices of the department as it relates to work orders for repair and services, project management for tenant improvements and capital renewal are important for this role. Accurate data entry, word processing, and report extraction knowledge are critical. Provides administrative support and adheres to procedural and project management operational guidelines and processes for services request/work order tracking; closing of work order upon completion; and following the process to ensure billing has occurred as applicable. The duties of this position require exceptional people skills including diplomacy and tact as they will be responding to customer requests, complaints, and time sensitive needs. Additionally, this position requires exceptional organizational skills as all communications and activities must be quickly and accurately recorded despite constant interruptions from requests made by the campus community and interdepartmentally.

Key Responsibilities

• Responsible for the operating of central telephone lines, receiving all incoming calls including any related to maintenance and repair needs for the SJSU Campus
• Assist in scheduling requests for building shut downs and send customer notifications quickly to all necessary parties
• Determine the scope and degree of urgency for emergency service/work requests and radio dispatch Do-IT-Now (DIN) Technicians on type of problem that is presented
• Maintain and update status of work orders on the CMMS database
• Assist and train customers on using the web-based iService request for non-emergency maintenance and repair calls
• Receive, record, and dispatch general and emergency information quickly, clearly, and accurately using computerized systems and databases for input and retrieval of data
• Responsible for key distribution and collection of returned keys
• Notifies requestor via email once the keys are ready for pick up after reviewing to ensure all keys were included

Knowledge, Skills & Abilities

• Ability to communicate with constituents in a professional and respectful manner
• General knowledge of Facilities Maintenance Dispatch Center
• Ability to use a two-way radio communication device
• Ability to handle multiple priorities and manage multiple situations while under duress
• Thorough knowledge of methods, procedures and practices, English grammar, business writing, punctuation, spelling and math
• Ability to compose and appropriately format correspondence and reports
• Fluency in using standard software applications: word processing, spreadsheets, databases, email, and Google Drive
• Knowledge of or ability to learn Computer Maintenance Management Systems software or comparable facilities management information system and/or work tracking system software
• Ability to think and act quickly in emergencies with effective and efficient communications

Required Qualifications

• Completion of a high school program, technical/vocational program, or their equivalents combined
• Two years of related office work experience or a combination of education and experience which demonstrates the ability to perform the essential functions of the position

Preferred Qualifications

• Two years of experience in customer service in front office, maintenance or construction dispatching, or switchboard operation

Compensation

Classification: Administrative Support Coordinator I
Anticipated Hiring Range: $4,295/month - $4,381/month (Step 4 - Step 5)
CSU Salary Range: $4,047/month - $5,896/month (Step 1 - Step 20)

San Jose State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: March 6, 2026, through March 22, 2026. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San Jose State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San Jose State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu.

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu.

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

Equal Employment Statement

San Jose State University is an equal opportunity employer. The university prohibits discrimination based on age, ancestry, caste, color, disability, ethnicity, gender, gender expression, gender identity, genetic information, marital status, medical condition, military status, nationality, race, religion, religious creed, sex, sexual orientation, sex stereotype, and veteran status. This policy applies to all San Jose State University students, faculty, and staff, as well as university programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self-disclose. San Jose State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.