Job Summary

Reporting to the Director of Business and Administrative Services, the Customer Service Specialist is responsible for providing comprehensive front-line support and coordination for facilities service requests across campus. This position is central to the Business and Administrative Services unit within Facilities Development and Operations (FD&O), which oversees administrative support for construction, maintenance, sustainability, and safety operations across a 167-acre campus. The incumbent ensures timely response to maintenance needs, coordinates work order flow, manages key/access control systems, and delivers exemplary customer service in a dynamic, high-volume environment.

Key Responsibilities

• Operate central FD&O front desk: respond to calls, emails, and in-person inquiries
• Triage and dispatch urgent service/work requests via radio to technicians
• Guide customers in using the iServiceDesk for routine service requests
• Track and update service tickets and work orders in the CMMS
• Coordinate building shutdown schedules and distribute campus-wide notifications
• Manage key/access requests: receive, process, and track physical and electronic key distribution via S2 system
• Generate and review reports for S2 and WebTMA systems as requested
• Maintain accurate data logs, records, and digital filing of service activities
• Support administrative functions, project coordination, and documentation for internal units
• Provide lead work direction and support training for front office procedures

Knowledge, Skills & Abilities

• Thorough knowledge of administrative systems, procedures, and customer service techniques
• Ability to work independently with minimal supervision under general direction
• Strong interpersonal and written communication skills
• Ability to interpret policies and develop practical solutions in a dynamic environment
• Proficiency in Microsoft Office Suite, Google Workspace, and CMMS software
• Knowledge of or ability to learn S2 security access system and facilities dispatch protocols
• Ability to manage multiple priorities under pressure and resolve urgent issues calmly and efficiently
• Demonstrated ability to work cooperatively in a diverse, team-oriented setting

Required Qualifications

• Completion of a high school program, technical/vocational program, or their equivalents
• Two (2) 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 (2) years of experience in customer service in front office, maintenance, construction dispatching, or switchboard operations

Compensation

Classification: Administrative Support Coordinator I
Anticipated Hiring Range: $4,329/month
CSU Salary Range: $3,864/month - $6,072/month

San José 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: July 9, 2025 through July 24, 2025. 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 José 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 José 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 José 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 José 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 José 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.