Customer Services Coordinator

at  McGill University

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Position Summary:
Under the direction of the immediate supervisor, coordinates customer service. Organizes, distributes and verifies the work of others and participates in their training. Acts as resource person. Deals with customer requests, enquiries and complaints. Orders parts and equipment, controls inventory, and maintains computerized information systems. Performs administrative and accounting tasks appropriate to the activities of the unit.

Major Duties and Responsibilities:

• Trains, organizes, distributes and verifies the work of one regular support staff and casuals. Establishes priorities. Acts as resource person for the day-to day operations of the Building Services department. Trouble-shoots and resolves complex problems. Verifies the work of external contractors as this relates to Building Services for the Schulich School of Music.
• Sets priorities to efficiently and effectively provide prompt and accurate response to clients’ needs which are conveyed by phone, by email and in person. Explains and confirms that all policies and procedures are followed to ensure the security of equipment and instrument inventory. Inspects rentals upon return and determines need for and coordinates servicing, repair and/or replacements; makes recommendations to supervisor. Follows up to ensure timely return of equipment and instruments. Administers fines and repair/replacement costs. Verifies equipment and instruments upon return from repair and nsures conformity. Reviews relevant invoices and follows-up on discrepanicies.
• Maintains inventory of loans of temporary and permanent keys for all Schulich School of Music buildings; orders replacements and/or lock changes for lost keys. Receives loan payments and makes reimbursements. Coordinates lock re-pinning. Maintains Lenel card inventory and updates database to ensure users have access to necessary locations. Makes purchases of related supplies as necessary. Ensures adequate supply of First Aid supplies and replenishes as needed.
• Liaises and or collaborates regularly with several internal and external departments/consultants such as Maintenance, Facilities Mgmt., Cleaners, Security, Fire Safety Office, Electricians, Elevator repair service, Archivex. Recycling and Garbage Collection services, Locksmiths and Lenel technicians.
• Receives, prioritizes and schedules bookings for conference and practice rooms. Modifies schedules as necessary and informs parties involved of changes. Coordinates follow-up and cleaning and furniture moves as required.
• Maintains various electronic and manual files; utilizes various software programs such as FORS, Maximo, Lenel, RBS, Access, Excel, Outlook, Minerva and Word.
• Performs other duties as required.

Other Qualifying Skills and/or Abilities:

• Strong knowledge of Music Faculty operations and booking system
• Fully bilingual (English and French, written and spoken)
• Extensive knowledge of musical instruments essential
• Detail-oriented with strong organizational skills
• Excellent time-management skills and ability to work in a fast-paced environement

Minimum Education and Experience:
DEP - Office Systems 3 Years Related Experience /
Hourly Salary:
(MUNACA Level F) $29.42 - $36.46
Hours per Week:
20.25 (Part time)
Supervisor:
Building Supervisor (ER)
Position End Date (If applicable):
2025-08-31
Deadline to Apply:
2024-09-06
McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence,
accessibilityrequest.hr@mcgill.ca

• Trains, organizes, distributes and verifies the work of one regular support staff and casuals. Establishes priorities. Acts as resource person for the day-to day operations of the Building Services department. Trouble-shoots and resolves complex problems. Verifies the work of external contractors as this relates to Building Services for the Schulich School of Music.
• Sets priorities to efficiently and effectively provide prompt and accurate response to clients’ needs which are conveyed by phone, by email and in person. Explains and confirms that all policies and procedures are followed to ensure the security of equipment and instrument inventory. Inspects rentals upon return and determines need for and coordinates servicing, repair and/or replacements; makes recommendations to supervisor. Follows up to ensure timely return of equipment and instruments. Administers fines and repair/replacement costs. Verifies equipment and instruments upon return from repair and nsures conformity. Reviews relevant invoices and follows-up on discrepanicies.
• Maintains inventory of loans of temporary and permanent keys for all Schulich School of Music buildings; orders replacements and/or lock changes for lost keys. Receives loan payments and makes reimbursements. Coordinates lock re-pinning. Maintains Lenel card inventory and updates database to ensure users have access to necessary locations. Makes purchases of related supplies as necessary. Ensures adequate supply of First Aid supplies and replenishes as needed.
• Liaises and or collaborates regularly with several internal and external departments/consultants such as Maintenance, Facilities Mgmt., Cleaners, Security, Fire Safety Office, Electricians, Elevator repair service, Archivex. Recycling and Garbage Collection services, Locksmiths and Lenel technicians.
• Receives, prioritizes and schedules bookings for conference and practice rooms. Modifies schedules as necessary and informs parties involved of changes. Coordinates follow-up and cleaning and furniture moves as required.
• Maintains various electronic and manual files; utilizes various software programs such as FORS, Maximo, Lenel, RBS, Access, Excel, Outlook, Minerva and Word.
• Performs other duties as required