Customer Service Specialist 2- Fixed Term 9 months

Stanford University

Job Number: 85640

Welcome to Land, Buildings & Real Estate

Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University's physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university's academic mission, as well as preserving and enhancing Stanford's 8,180 acres, and pride ourselves on supporting the teaching and research of the university as “Caretakers of a Legacy."

Stanford Transportation manages Stanford's award-winning Transportation Demand Management program, which includes Stanford's Commute Club, free Marguerite shuttle, transit and car-free options, bicycle program, and parking operations.

Immediate Opening: The Customer Service Representative (CSR) reports to the Customer Service Supervisor (CSS) in department of Stanford Transportation. The Customer Service Representative interacts with Stanford faculty, staff, students, departments, vendors, and visitors on a daily basis, providing customer service via email and phone regarding all transportation products and services.

Job Title: Customer Service Specialist 2- 9 month fixed term

Department: Transportation

Job Code: 4622

Exemption: Non-Exempt

Location: Redwood City Campus

What you will do in this role:

You will be responsible for (but not limited to):

• Answers a high volume of calls made to the department's general telephone line and provides information to customers regarding parking and alternative transportation options.
  

• Corresponds with customers via email. Responds to a high volume of emails sent to the department's general email address.
  

• Sells virtual parking permits, carpool permits, transit passes and other products offered by Stanford Transportation. Processes applications received by email, mail or fax.
  

• Reconciles virtual cash drawer and daily sales log, balancing credit cards, etc., for daily sales of all the transportation products. Resolves discrepancies, working with the supervisor or systems analyst.
  

• Enters data into POS system for ridesharing, Guaranteed Ride Home and Emergency Ride Home alternative programs.
  

• Provides transportation information, including Marguerite and public transit information and schedules.
  

• Responds to request for special event parking arrangements and updates the event parking calendar and customer on their request.
  

• Serves as a back-up for Events Program Service Representative.
  

• Attends and participates in meetings that may include overseeing a project, offers ideas and suggestions to improve programs and customer service.
  

• Works closely with department's analysts and programmer to identify and correct database problems and make recommendations.
  

• Work with the team to continually revise the POS system training manual based on policy or protocol changes.
  

• Provides first-hand training and assistance to temporary employees.
  

• Performs other general duties relevant to job and department needs as determined by supervisor.
  

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

To be successful in this role you must bring:

• Associate Degree and 2 years of relevant experience or combination of education and relevant experience.
  

• Demonstrated ability to interact patiently and courteously with a variety of people.
  

• Strong communication skills, both verbal and written.
  

• Ability to learn policies and procedures and use information to make sound decisions on a routine basis.
  

• Strong administrative and organizational skills; detail-oriented.
  

• Work independently with minimal supervision and as part of a team.
  

• Ability to multi-task and function effectively in a fast-paced, high-pressure environment, with frequent interruptions.
  

• Be able to perform detailed and repetitive work accurately and expeditiously.
  

• Requires work schedule adjustments and ability to work overtime.
  

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!
  

Additional Information:

Physical Requirements*:

• 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.
  

Working Conditions

• Occasional work on evenings and weekends.
  

• May work extended hours.
  

Work Standards

• 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, https://adminguide.stanford.edu/.
  

Note: Not all unique aspects of the job are covered by this job description

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 his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.


Additional Information

• Schedule: Full-time
• Job Code: 4622
• Employee Status: Fixed-Term
• Grade: C
• Requisition ID: 85640

Job:

Location: Land, Buildings and Real Estate, Redwood City, California, United States
Schedule:
Classification Level:

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.







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