Customer Service Coordinator III (Access Control)

The Access Coordinator (Coordinator Service III) role is primarily the first touch point and central contact for Utah State Universitys access control system. As such this position is responsible for a vast array of knowledge regarding all of USU buildings key and access control systems and USU policies and procedures. This position also ensures that Facilities operations are efficient and that customer requests are taken accurately promptly and courteously using discretion as needed. Kind patient and prompt customer service skills are required to answer telephones emails and various other incoming and outgoing correspondences. Works closely with the Facilities Customer Service team and independently to make sure that the day-to-day building operations and access run smoothly. This position also assists the Customer Service Manager with suggestion for workflows and procedure adjustments identifies workflow gaps provides annual compliance training to the campus community and provides ideas for improvement. Assists with training of Customer Service team on access control systems upon supervisors discretion.

Responsibilities:

• Serves as the main point of communication between all central and statewide campuses for key & access systems
• Clearly communicate via telephone email Ready and AiM systems
• Coordinates with campus departments to troubleshoot potential access control issues
• Work closely with USU Public Safety departments and provides ongoing training in access systems
• Cultivates positive relationships with different Facilities Departments the USU Campus Community and public by understanding their needs and expectations i
• Provide exceptional customer service in person via e-mail phone and numerous computer programs
• Determine levels of access for key requests submitted by departments on central and statewide campuses
• Reconciles key & access rights annually with USU Departments
• Works within access control programs to assist in scheduling campus buildings and program customer access cards
• Works closely with Facilities construction teams to ensure access-controlled doors are programmed and installed as needed.
• Assists Facilities Locksmiths and Access Control programmers with proper internal record keeping to ensure USU Building
• Access Policy is upheld and carried out
• Assists Facilities Management with determining proper access levels for USU personnel within keywatcher systems
• Works closely with USU Facilities project managers to ensure outside contractors have proper access to complete work
• Takes after hours calls as needed to resolve access issues or USU Events
• Assists the Supervisor of the department and other Customer Services team members in a variety of office functions and duties.
• Assists students faculty and staff with highly varied complex and non-recurring questions/problems
• Provides training to internal and external departments regarding Facilities work order requests access control (key) requests.
• Performs miscellaneous data entry and job-related duties as assigned.
• Uphold Facilities Mission & Values

Performs duties and responsibilities as follows:

• Establishes maintains and updates files databases records and other documents.
• Composes and word processes a variety of standard documents and correspondence.
• Uses various software applications such as spreadsheets relational databases statistical packages and graphics packages to assemble manipulate and format data and reports.
• Coordinates with other departments to accomplish specialized tasks by obtaining relevant data.
• Attends customer service building visits as requested; takes notes follows up with reported problems and issues.
• Orders stocks and distributes office supplies as needed.
• Sorts screens and distributes incoming and outgoing mail and e-mails as needed.
• Builds and maintains relationships with building representatives and campus community
• Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements:

• Four years of experience; or an associates degree plus two years of experience; or a bachelors degree in an office environment with excellent interpersonal skills demonstrating tact and sensitivity in dealing with internal and external customers.

Preferred Requirements:

• Prior customer service experience is preferred
• Knowledge of USU Buildings and outdoor spaces
• Experience in Access Control software
• Experience in BOX and Service Now programs
• Knowledge of numerous craft and trade functions

KNOWLEDGE SKILLS AND ABILITIES

• Ability to work independently as well as in a fast-paced team environment
• Effective multitasking in a fast-paced noisy office environment.
• Ability to act quickly calmly and effectively in urgent and emergent situations
• Strong interpersonal skills flexibility and customer service orientation.
• Skill in the use of multiple computer and related software applications
• Skill in Microsoft programs
• Knowledge of University forms policies and procedures
• Knowledge of service request procedures
• Knowledge of control systems equipment and campus facilities
• Skill in the use of personal computer and related software application
• Skill in handling customer complaints and problems
• Ability to organize information and prioritize tasks effectively
• Ability to communicate effectively orally electronically and in writing
• Ability to maintain confidentiality
• Ability to maintain control and composure in a fast-paced stressful environment
• Ability to make decisions when administrators are not present
• Ability to work accurately under pressure while responding to the many needs of the office at once

CORE CHARACTERISTICS

• Decision Making
• Problem Solving
• Team Working
• Conflict Resolution
• Customer Focus
• Integrity and Trust

Along with the online application please attach:

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under Resume/CV
2. Cover Letter to be typed/pasted at the end of your application

**Document size may not exceed 10 MB.**

Employees work indoors and are protected from weather and/or contaminants but not necessarily occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

Founded in 1888 Utah State University is Utahs premier land-grant public service university. As an R1 research institution Utah State is dedicated to advancing knowledge and serving the public good through innovative research and scholarly activities that are grounded in reciprocal engagement with local regional and global communities. USU prepares students to be active civically engaged leaders who are prepared to address critical societal challenges. Dedicated to providing a high-quality and affordable education USU remains a leader in research discovery and public impact.

USU enrolls over 29800 students both online and in person atlocations throughout the state.Utah States 30 locations include a main campus in Logan Utah residential campuses in Price and Blanding and six additional statewide campuses along with education centers serving every county. USU educates students from all 50 states and more than 80 countries. For over 100 years USU Extension has served and engaged Utahns serving every county in the state.

Competing at the NCAA Division I level USU is a proud member of the Mountain West Conference and will join the Pac-12 Conference beginning in the 2026-2027 season.The Aggies long-standing tradition of athletic and academic excellence is exemplified by recent Mountain West regular-season and tournament championships in womens volleyball three consecutive Mountain West tournament titles in womens soccer conference championships and a first-ever conference championship for gymnastics reflecting USUs commitment to perseverance and achievement.

Utah State is dedicated to fostering a community where all individuals feel respected valued and supported and where diversity of thought and culture are cultivated. We seek to recruit hire and retain people from all walks of life who willchampion excellence in education research discovery outreach and believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be recognized our commitment to employees when they namedUtah State the best employer in Utahin 2023.Learn moreabout USU.

The university provides aDual Career Assistance Programto support careers for partners who are also seeking is committed to providing access and a reasonable accommodation for individuals with disabilities. To request a reasonable accommodation for a disability contact the universitys ADA Coordinator in the Office of Human Resources at or.

*updated 12/2025

In its programs and activities including in admissions and employment Utah State University does not discriminate or tolerate discrimination including harassment based on race color religion sex national origin age genetic information sexual orientation gender identity disability status as a protected veteran or any other status protected by University policy Title IX or any other federal state or local law.

Utah State University is an equal opportunity employer and does not discriminate or tolerate discrimination including harassment in employment including in hiring promotion transfer or termination based on race color religion sex national origin age genetic information sexual orientation gender identity disability status as a protected veteran or any other status protected by University policy or any other federal state or local law.

Utah State University does not discriminate in its housing offerings and will treat all persons fairly and equally without regard to race color religion sex familial status disability national origin source of income sexual orientation or gender identity. Additionally the University endeavors to provide reasonable accommodations when necessary and to ensure equal access to qualified persons with disabilities.

In all circumstances Utah State University follows state and federal laws related to sex-segregated spaces.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USUs non-discrimination policies:

For further information regarding non-discrimination please visit or contact:

U.S. Department of Education

Denver Regional Office

U.S. Department of Education

Office of Assistant Secretary for Civil Rights

*updated 10/2025