Job Details
Customer and Administrative Services Manager
2025-07-06 University of California Riverside all cities,CACustomer and Administrative Services Manager
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Customer and Administrative Services Manager
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Position Information
UC Riverside's Auxiliary Facilities Services is recruiting for the Customer and Administrative Services Manager. The full salary range for the Customer and Administrative Services Manager is $61,000 - $106,800 annually. However, the expected pay scale for this position is up to $83,900 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Auxiliary Facilities is part of Auxiliary Services and is comprised of custodial, maintenance and project teams who collectively are responsible for the cleaning, upkeep and improvement of over 3M square feet across 108 physical properties ranging from student housing, dining, office/administrative to early childhood education and parking lots/structures. The Customer & Administrative Services Manager will report to the Auxiliary Facilities Assistant Director-Administrative Operations and will be responsible for the customer service program, and work request administrative operations such as intake/processing & data management group to improve work order flow, completion rates/aging, documentation and follow up. Through the leadership and supervision of career administrative and student staff, ensure timely response to customer and staff concerns-tracking this activity to reach closure. Create and regularly update educational outreach materials for work order how to's, work prioritization, surveys for improvement and training for campus partners, students, families and others. Research and respond to customer concerns. Work with the maintenance and custodial management for evening, weekend and after hours/emergency scheduling, responsibilities and expectations. Serve as the primary departmental contact and manager of the relationship with an external service who handles evening/weekend initial response to customer calls then triages to determine level of need and priority. Frequently communicates with the call service vendor to ensure appropriate response, conduct and representation of our organization and campus. Assist with insurance claims, documentation, closure and payments owed. Oversee staff uniform program. Provide procurement/accounts payable specifications, supplier information, and monetary details. Generate and summarize quarterly and annual reports related to work order numbers, closure rates, preventative maintenance, emergency response rates for the Auxiliary Services leadership team. Position has an on-call expectation as part of the Auxiliary Services' urgent and emergency response and recovery program. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff. As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.
Position Information
UC Riverside's Auxiliary Facilities Services is recruiting for the Customer and Administrative Services Manager. The full salary range for the Customer and Administrative Services Manager is $61,000 - $106,800 annually. However, the expected pay scale for this position is up to $83,900 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Auxiliary Facilities is part of Auxiliary Services and is comprised of custodial, maintenance and project teams who collectively are responsible for the cleaning, upkeep and improvement of over 3M square feet across 108 physical properties ranging from student housing, dining, office/administrative to early childhood education and parking lots/structures. The Customer & Administrative Services Manager will report to the Auxiliary Facilities Assistant Director-Administrative Operations and will be responsible for the customer service program, and work request administrative operations such as intake/processing & data management group to improve work order flow, completion rates/aging, documentation and follow up. Through the leadership and supervision of career administrative and student staff, ensure timely response to customer and staff concerns-tracking this activity to reach closure. Create and regularly update educational outreach materials for work order how to's, work prioritization, surveys for improvement and training for campus partners, students, families and others. Research and respond to customer concerns. Work with the maintenance and custodial management for evening, weekend and after hours/emergency scheduling, responsibilities and expectations. Serve as the primary departmental contact and manager of the relationship with an external service who handles evening/weekend initial response to customer calls then triages to determine level of need and priority. Frequently communicates with the call service vendor to ensure appropriate response, conduct and representation of our organization and campus. Assist with insurance claims, documentation, closure and payments owed. Oversee staff uniform program. Provide procurement/accounts payable specifications, supplier information, and monetary details. Generate and summarize quarterly and annual reports related to work order numbers, closure rates, preventative maintenance, emergency response rates for the Auxiliary Services leadership team. Position has an on-call expectation as part of the Auxiliary Services' urgent and emergency response and recovery program. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff. As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.
Requirements
Educational Requirements
Degree
Bachelor's degree in related area and / or equivalent experience / training.
Requirement
Required
Experience Requirements
Experience
4 - 7 years of related experience.
Requirement
Experience
Experience in the design and implementation of internal controls, standard operating procedures and process improvement.
Requirement
Experience
Previous supervisory/managerial experience.
Requirement
Preferred
Experience
Experience with CMMS systems, such as Famis 360.
Requirement
Minimum Requirements
- Working knowledge of customer service.
- Interpersonal skills to effectively motivate others.
- Skills to evaluate issues and identify resolution.
- Verbal and written communication skills.
- Ability to effectively manage multiple priorities.
- Customer service experience and skills in providing coaching direction and guidance to customer service representatives.
- Demonstrated ability to lead.
- Understanding of facilities management, preferably in a higher education setting.
- Ability to handle emergency response to a variety of minor and major situations.
- Strong skills in short-term planning and problem-solving.
- Demonstrated knowledge of database programs and how to parse information for relevant reports.
- Ability to operate University vehicles for business and operational needs.
- Experience and/or knowledge of UC/UCR systems, policies, procedures and regulations.
In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
- UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
- UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
- UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
- Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
- Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
- UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.
For information about our generous employee benefits package, visit: Employee Benefits Overview
Job Description Details
Generic Scope
Provides immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures.
Custom Scope
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. Requires full knowledge of own area of functional responsibility.
Department Custom Scope
Auxiliary Facilities is part of Auxiliary Services and is comprised of custodial, maintenance and project teams who collectively are responsible for the cleaning, upkeep and improvement of over 3M square feet across 108 physical properties ranging from student housing, dining, office/administrative to early childhood education and parking lots/structures. The Customer & Administrative Services Manager will report to the Auxiliary Facilities Assistant Director-Administrative Operations and will be responsible for the customer service program, and work request administrative operations such as intake/processing & data management group to improve work order flow, completion rates/aging, documentation and follow up. Through the leadership and supervision of career administrative and student staff, ensure timely response to customer and staff concerns-tracking this activity to reach closure. Create and regularly update educational outreach materials for work order how to's, work prioritization, surveys for improvement and training for campus partners, students, families and others. Research and respond to customer concerns. Work with the maintenance and custodial management for evening, weekend and after hours/emergency scheduling, responsibilities and expectations. Serve as the primary departmental contact and manager of the relationship with an external service who handles evening/weekend initial response to customer calls then triages to determine level of need and priority. Frequently communicates with the call service vendor to ensure appropriate response, conduct and representation of our organization and campus. Assist with insurance claims, documentation, closure and payments owed. Oversee staff uniform program. Provide procurement/accounts payable specifications, supplier information, and monetary details. Generate and summarize quarterly and annual reports related to work order numbers, closure rates, preventative maintenance, emergency response rates for the Auxiliary Services leadership team. Position has an on-call expectation as part of the Auxiliary Services' urgent and emergency response and recovery program.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
AdministrativeIndustries
Higher Education
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