Visitor Relations Coordinator
Visitor Relations Coordinator
Job Number: 75719
Visitor Information Services Visitor Relations Coordinator Job Purpose Visitor Information Services (VIS) seeks a Visitor Relations Coordinator who, along with an Assistant Director of Visitor Relations, will lead a group of 75+/- student tour guides and 10 student managers to provide and maintain the highest level of service to welcome more than 100,000 visitors to campus annually, offering campus tours and providing information about the university and the surrounding area, while using judgment and discretion
- Serve as a subject matter expert on a variety of Stanford offerings - academic to student life. Greet visitors and serve as a resource on unit and general inquiries.
- May handle complex visitor cases.
- In collaboration with the Director of Visitor Relations, determine methods and procedures on new assignments.
- May serve as a subject matter expert for the unit. May participate with other departments and represent the unit as needed.
- Process non-standard requests, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.
- Handle escalated and unresolved calls.
- Administer and educate others on VIS offerings, provide accurate information and updates to policies and procedures and improve overall customer satisfaction in the process.
- Determine whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures.
- Work closely with Director and Assistant Director to identify and correct problems and make recommendations to remedy problems.
- Keep track of correspondence and interactions with customer using a customer relationship management tool.
- May act as a lead for the unit.
- May determine methods and procedures for new tour guide assignments.
- Bachelor's Degree and two years of relevant experience or combination of education and relevant experience.
- Strong problem solving and decision making skills.
- Strong customer service experience and a proven ability to meet performance standards.
- Clear and effective oral and written communication skills.
- Strong organizational skills, and ability to coach student staff.
- Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds.
- Ability to work independently and as a member of a team.
- Strong attention to detail and accuracy.
- Able to use authority, knowledge and judgment to effectively respond to complicated requests.
- Ability to multi-task.
- Ability to learn policies and procedures and correctly provide that information to campus visitors and use information to make sound decisions.
- Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).
- Frequently stand/walk, sit, perform desk based computer tasks, use a telephone, and grasp lightly/fine manipulation.
- Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork.
- Rarely kneel/crawl.
- Occasional work on evenings and weekends.
- May work extended hours.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu/.
Location: Undergraduate Admissions: Financial Aid Office: Visitor Information Services
To be considered for this position please visit our web site and apply on line at the following link: stanfordcareers.stanford.edu
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.