IMPORTANT APPLICATION INSTRUCTIONS:

Upload Resume or Curriculum Vitae for automatic population of information to the application.The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

Job Description

SUMMARY:

Reporting to the Associate Director of Facilities Customer Service, the Program Assistant engages heavily with campus students, faculty, staff and contractors to provide technical maintenance-related information and assistance that meets expanding customer needs within a dynamic facilities operating environment.  The Program Assistant processes and verifies service and work order requests and workflows within the Facilities work management process, while providing an excellent operating and service experience for all stakeholders.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Answer a high volume of incoming calls and email inquiries and assist with entering service requests and providing responses. Screen service request cases and aid with uncomplicated inquiries.  Refer recurring or complex issues to managers or supervisors for resolution. Immediately relay emergency or urgent information through appropriate communication channels.  Provide pivotal supporting communications during emergencies and campus special events.Establish and maintain cooperative working relationships with stakeholders and provide effective, appropriate, and consistent communications.  Research and compile data or receive instruction to relay required information to customers and colleagues.  Respond to customer concerns and requests for information expeditiously and professionally.Provide proactive support for all preventive maintenance programs.Log and track data related to service requests, work orders, and other Facilities issues until they are resolved.  Provide updates to stakeholders throughout each stage of the work management process.Assist in updating the Maintenance Management System (MMS).  Verify the accuracy and completeness of data in the MMS and use that information to produce status and cost reports as required by supervisory staff.Assist with developing or coordinating training materials and programs for MMS users. Maintain high compliance with maintenance standard operating procedures.Provide clerical assistance as needed for the office, including file maintenance, photocopying, etc.Maintain organized documentation, customer, and operating records to comply with University and state requirements.Attend all training relevant to job responsibilities as directed.Comply with occupational safety and health standards and all rules, regulations and orders. Understand and follow all safety rules and precautions including the use of Personal Protective Equipment at all times when necessary.Perform other duties as assigned.Management retains the right to add or change job duties at any time.

QUALIFICATIONS:

REQUIRED:

Bachelor’s Degree from an accredited college or university.Note- Applicants who do not possess the required education may substitute experience on a year-for-year basis.A minimum of one year of professional experience providing technical service information assistance in a call center, customer service, education, hospitality, or related environment.Proficiency in the use of the Microsoft Office suite, particularly with Excel data entry and management.Ability to work outside standard business hours to respond to campus emergencies when necessary.

PREFERRED:

Experience entering and managing data in a Maintenance Management System.Experience working in a Facilities Management environment.

*NOTE: This is a Civil Service position.  As required by the State of New Jersey, in order to be certified to the position and attain permanent status in title, candidates are required to successfully serve a 4-Month Working Test Period.

SALARY RANGE: P16: $49,738.97 - $69,977.54 *NOTE: Salaries for internal candidates are determined by the New Jersey Civil Service Commission's formula. Salaries for external candidates are determined up to step four, $56,485.16.

NJ SAME Applicants

This position is a non-competitive, unclassified posting and complies with the NJ SAME Program. If you are applying under the New Jersey "SAME" program, your supporting documents (Schedule A or B letter), resume (CV), as well as the names and contact information for three professional references should also be sent to: same@montclair.edu and hrcompliance@montclair.edu

For more information on the SAME program visit their website at: https://nj.gov/csc/same/overview/index.shtml, email: SAME@csc.nj.gov, or call CSC at: 833-691-0404.

In accordance with the New Jersey First Act P.L. 2011 c.70, effective September 1, 2011, new public employees in certain positions (other than faculty who are exempt) are required to obtain New Jersey residency within one (1) year of employment. Applicants who have a concern with meeting this requirement should discuss with Human Resources if the position for which they have applied is eligible for an exemption from this requirement.

Department

Building Repairs

Position Type

Support

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at 
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities.  The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/