|Team Process Coordination Ã¯ Organize and coordinate logistics on behalf of team in support of 28,000 campus customers. Ã¯ This will include, but is not limited to: o Scheduling and calendaring on-boarding sessions with new employees, including tracking responses and following up. o Respond to questions from new hires in regards to on-boarding, UC Berkeley or UC-wide programs, personnel policies, and procedures. o Review ticketing system throughout the day, analyzing incoming requests, status of current items and assigning request inquiries to the appropriate FC team member for triage. o Ensure accurate records and timely transmittal of documents to appropriate CSS teams for processing, reporting, and audit requirements. o Maintain accurate data in files, logs, databases and ticketing system. o Coordinate communication with HR Partners and/or managers, if needed, for missing information. Ã¯ Manages sensitive and confidential information and effectively and collaboratively interacts with CSS teams and client groups. Act as a good steward with university and customer resources. Ã¯ Use independent judgment to access required actions in a variety of situations. |
Satellite Office Ã¯ Provide staffing at Satellite Office on a rotational basis. Ã¯ Greet, direct, and provide information in a professional manner via phone, in person, and online to employees, managers, campus units, and others regarding on-boarding and other general information. Ã¯ Responsible for checking in new hires for on-boarding sessions; ensuring all hires have appropriate documentation for hiring including I-9, Visa and Work Authorization. Ã¯ Responsible for maintaining and coordinating office space.
Other Projects Ã¯ Other duties and projects to optimize FCT processes and operations as assigned. Ã¯ Will analyze current processes and recommend projects and process improvements to enhance customer experience.Ã¯ Excellent interpersonal and customer service skills. Ã¯ Knowledge and experience coordinating, troubleshooting and responding to customer service requests. Ã¯ Excellent attention to detail and accuracy. Ã¯ Ability to research special projects as assigned and produce and organize reports to summarize findings, communicating the information clearly and effectively. Ã¯ Ability to understand, interpret, and apply University rules, regulations, and policies Ã¯ Skill to contribute as a team player in a respectful and professional environment. Ã¯ Ability to communicate clearly, accurately, and effectively in English, both verbally and in writing, with a diverse group, including staff, co-workers, campus partners, etc. Ã¯ Demonstrated writing skill, using correct grammar, spelling, and punctuation to compose and edit documents effectively. Demonstrated knowledge of proper business formats and ability to prepare professional documents. Ã¯ Intermediate knowledge of PC based software (MS OfficeÃ³Word, Excel, PowerPoint, Visio; email; etc.). Must demonstrate ability to learn University systems. Demonstrated skill to create presentations and appropriate business documents using said software. Ã¯ Detail oriented, accurate, and able to handle competing deadlines and multiple tasks with frequent interruptions. Ã¯ Demonstrated skill in scheduling meetings and coordinating multiple calendars with calendaring software. Ã¯ Demonstrated skills in following up with multiple clientÃs requests simultaneously and in a timely manner Ã¯ Proven ability to maximize relationships within a medium size team and externally with cross-functional teams Ã¯ Demonstrated record keeping and file management skills to organize, accurately document, and retrieve data in a variety of formats (Hard Copy, Electronic, etc.). Ã¯ Ability to exercise integrity and discretion in all matters and to protect confidential information. Ã¯ Ability to demonstrate and encourage the values of collegiality, and respect among supervisors and peers. Ã¯ Ability to directly resolve problems through informal consultations and discussions at the lowest level possible. This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html
We are currently hiring up to five (5) First Contact Resolution Administrative Assistants for a project that can last 5-6 months.
Per the above contract as stated in Article 28 Section B.5.b: The automatic conversion to career status, as provided in Section B.2. above will not occur when one or more of the following occur:
b. The position into which the employee is hired is not an Ã¬ongoingÃ® position, in that the position is established and funded for 18 months or less at any percent of time. In the event the position is funded beyond 18 months, the limited appointee shall be converted to career retroactive to the first of the month following attainment of 1000 hours; except that nothing in this subparagraph precludes the University from releasing the limited appointee prior to the effective date of the funding extension.