Stanford Travel Customer Service Specialist

Job description

Stanford Travel Customer Service Specialist

Stanford University

Job Number:

Stanford Travel Customer Service Specialist
Job Code: 4623 Grade: D Who We Are:
The Stanford Travel program provides travel services for Stanford University staff, faculty and students who are travelling on Stanford business to fulfill the University's mission. As the Stanford Travel Customer Service Specialist, you will support a best-in-class travel program and offer a high level of service to Stanford travelers and travel arrangers. This position will report to the Stanford Travel Relationship Manager.
What You'll Do:
In this rewarding position, you will handle inquiries from Stanford travelers and travel arrangers regarding the Stanford Travel program within established performance metrics. You will provide and maintain the highest level of service to the customer using judgment and discretion. In addition, every day will bring unique challenges as you:

  • Create traveler profiles and manage traveler profile database.
  • Expedite, research, and resolve traveler issues.
  • Work closely with others in department to identify and correct problems and make recommendations to remedy problems.
  • Lead document retention project.
  • Track correspondence and interactions using a customer relationship management tool.
  • Audit preferred supplier offerings to ensure negotiated rate accuracy.
  • Process special requests and initiate appropriate documentation as needed. May involve database research.
  • May run and analyze basic reports.
  • May represent Stanford at public events, such as fairs and travel events, greet customers and serve as a resource on unit and general inquiries MINIMUM REQUIREMENTS: Education & Experience:
    • Bachelor's Degree and two years of relevant experience or combination of education and relevant experience.
    Knowledge, Skills and Abilities:
    • Knowledge of business travel operations
    • Proficiency in use of collaboration tools including Jabber, Zoom, Smartsheet, Salesforce and ServiceNow
    • Strong customer service experience and a proven ability to meet performance standards.
    • Strong problem solving and technical skills.
    • Clear and effective oral and written communication skills.
    • 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.
    • Strong organizational skills and ability to multi task.
    • Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.
    • Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint), Salesforce and Service Now.
    Certifications and Licenses:
    • None

    • 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.
    • - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

    • 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,

    Physical Requirements*:
    • Constantly perform desk-based tasks.
    • Frequently walk between meetings held on the Stanford campus

    *Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
    Why Stanford is for You:
    Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
    • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
    • A caring culture. We provide superb retirement plans, generous time-off and family care resources.
    • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
    • Discovery and fun. Stroll through historic sculptures, trails, and museums.
    • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

    Our new Stanford Redwood City campus, scheduled to open in 2019, brings together 2,700 staff in a collaborative environment that reflects Stanford's culture and mission. The campus will offer amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center for Stanford families.
    How to Apply:
    We invite you to apply by clicking on the “Apply for Job” button. To be considered, please submit your resume and a one-page cover letter along with your online application.


    Location: Business Affairs: Financial Management Services (FMS), California, United States
    Classification Level:

    To be considered for this position please visit our web site and apply on line at the following link:

    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.

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    Job No:
    Posted: 12/21/2018
    Application Due: 1/17/2019
    Work Type: