Assistant Customer Service Center Supervisor - 139210
2 days ago
San Diego
La Jolla 9500 Gilman Drive, San Diego, CA 92037, United States Filing Deadline: Mon 4/27/2026 ___ UC San Diego values and welcomes people from all backgrounds. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply. This is a two (2) year Contract position. This appointment may be extended or converted to career status based on the needs and funding of the department. This is a night shift position: Tuesday-Saturday, 9:30pm to 6:00am Join the Residential, Retail and Supply Chain Services (RRSS) team at UC San Diego, a dynamic and innovative campus department dedicated to delivering exceptional service to the university community. As a valued RRSS team member, you will be contributing to a broad and complex organization consisting of five key units: Housing, Dining and Hospitality (HDH), Integrated Procure-to-Pay Solutions (IPPS), the UC San Diego Bookstore, Triton Print & Digital Media, and the Early Childhood Education Center (ECEC). With a focus on innovation and customer satisfaction, RRSS aims to inclusively meet the diverse needs of the UC San Diego community while fostering a sense of belonging for our students and staff. As a member of the HDH team, you will be part of a self-funded unit with over 1,200 staff employees, over 2,000 student employees, and an annual operating budget of $371 million, providing housing and dining services to over 20,000 students, faculty, staff, and their families. At UC San Diego, we believe a job is more than just employment - it's a chance to be part of something meaningful. Along with competitive pay, we offer outstanding benefits, retirement plans, and a supportive environment that encourages both professional development and personal growth. Benefits begin on your first day! Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Works on issues of limited scope. Under direction of the Customer Service Supervisor, supervises operational staff that provides support for HDH's Maximo system. Provides training as required to help end-user's interactions with systems. Makes recommendations regarding the development, implementation, training and tracking of Standard Operating Procedures (SOPs) relating to department workflow. Recommends measures in Maximo to improve reliability, accountability, quality, performance, work conditions and safety and increase efficiency of the department using a team approach. Supervises the overnight staff of the 24/7 Customer Service Call Center for the Housing and Dining Hospitality (HDH) Department serving a physical plant of approximately 5 million square feet, producing work documents and routine reports as well as numerous Maximo ad hoc reports. Supervises the intake, data-entry, emergency response, work referral, administration and follow-up of requests submitted via phone, radio, online, and/or email. Ensures direct reports accomplish results by communicating department expectations; planning monitoring, and appraising job results; coaching, counseling, and disciplining employees when necessary. Researches and resolves service problems, analyze and recommend solutions while developing positive work relationships, campus community and vendors. Maintain a safe and secure work environment. * Ability to lead a call center dealing with customer issues, maintenance work requests, and minor emergency responses in a large, complex higher education, health care, or private industry or organization. * Supervisory experience with a proven track record of successfully leading teams. Experience motivating, inspiring and achieving results through others. * Experience planning and conducting training sessions. * Working knowledge of the organization's processes and procedures, rules and regulations. Working knowledge of policies and procedures relative to facilities maintenance, equipment, customer service, dispatch, building maintenance, safety and emergency preparedness. * Advanced experience in database and spreadsheet application to build, modify, and operate complex database applications; ability to manipulate and translate a variety of data into effective management reports, metrics, summarize and make recommendations. Background in computerized maintenance management systems. * Interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising, and counseling to effectively motivate others. Knowledge and skill in making sound independent judgments, maintaining calm and professional demeanor. Ability to train staff to communicate clearly, courteously and diplomatically. * Strong service orientation with the ability to effectively manage multiple priorities. Ability to track issues and projects to completion with staff. * Skills to evaluate issues and identify resolutions. Proven ability to independently analyze complex problems, draw conclusions, and develop and implement innovative solutions. * Ability to work in a team environment, remaining attentive to ideas, recognizing responsibilities, and actively participating with others to accomplish assignments and achieve desired goals. * Knowledge of Web documents and HTML. * Skilled in the use of logical analysis, problem escalation, documentation and reporting while using tact and diplomacy. * Experience with computer software programs to accomplish work including but not limited to MS Word, Access, Excel, Outlook and Computerized MAXIMO maintenance Management system. * Possess a positive attitude and professional demeanor, setting and maintaining a professional example. Displays a pro-active approach and a "can do" attitude to getting the job done. * Must be available to work flexible hours including day and evening hours, weekends and holidays. * Attendance at Move-in & Move-out is mandatory. * Background check required. Mandated Reporter: This position has been identified as a Mandated Reporter pursuant to the California Child Abuse and Neglect Reporting Act and requires immediate reporting of physical abuse, sexual abuse, emotional abuse, or neglect of anyone under the age of 18. It is the responsibility of the Mandated Reporter to ensure that they obtain proper training in order to fulfill their reporting responsibilities as required by the California Child Abuse and Neglect Reporting Act and University policy, and to complete and submit the required reports to the UC San Diego Police Department without delay. Pay Transparency Act Annual Full Pay Range: $71,600 - $127,400 (will be prorated if the appointment percentage is less than 100%) Hourly Equivalent: $34.29 - $61.02 Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable). If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements. To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit ___. The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. For the University of California's Anti-Discrimination Policy, please visit: ___ UC San Diego is a smoke and tobacco free environment. Please visit ___ for more information. Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. a. "Misconduct" means any violation of the policies governing employee conduct at the applicant's previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct: