Front Desk Supervisor
Front Desk Supervisor
Job Number: 89329
ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:
Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.
Residential & Dining Enterprises, the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $206 million, oversees a 5 million sq. ft. physical plant across the campus, and provides housing for over 12,000 students, serves over 18,000 daily meals at 30 dining and retail locations and over 500,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 660 FTE staff in the following divisions: the Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, and Information Technology.
“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”
The Office of the Senior Associate Vice Provost for R&DE provides strategic and tactical direction to the business units across R&DE and ensures that consistent practices and policies are deployed across the business units and are in alignment with R&DE's mission and vision.
Stanford and R&DE are committed to creating and sustaining a diverse environment. R&DE's dedication to promoting diversity, multiculturalism, and inclusion is reflected in our work of providing service excellence to our students. Diversity is more than a commitment—it is foundational to what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other characteristics that make us different.
Lead a group of customer service representatives who provide and maintain the highest level of service to the customer using judgment and discretion.
- Supervise the day-to-day operations of the unit, leading and mentoring staff. Provide orientation and training to lower-level representatives.
- Provide input in hiring decisions and performance of workgroup.
- Act independently to determine methods and procedures on new assignments.
- Serve as a subject matter expert for the unit 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 the highest level of escalated and unresolved calls.
- Administer and educate others on the supported program, providing accurate information and updates to policies and procedures, improving 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 others in department 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 supervisor in supervisor's absence.
- May train and supervise other staff, volunteers, and temporary workers.
- Provide advice to students on a range of issues, including, but not limited to, academic progress, academic program policies, career plans, accessibility, community standards, etc., to guide them in making appropriate choices and decisions.
- Resolve multi-dimensional matters in response to students in crisis, at risk, or who have other program issues, counsel students and parents on sensitive and confidential issues.
- May represent Stanford at public events, such as fairs, athletic events, and registrations, greet and serve as a resource on unit and general inquiries.
- Apply knowledge, expertise, and experience to resolve issues in a timely fashion, including those that are ambiguous and/or sensitive.
* - Other duties may also be assigned.
Education & Experience:
Bachelor's Degree and four years of relevant experience or combination of education and relevant experience.
Knowledge, Skills and Abilities:
- Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
- Demonstrates excellent problem solving and decision-making skills to effectively solve and respond to complicated requests.
- Excellent customer service experience and a proven ability to meet performance standards.
- 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.
- Excellent attention to detail and accuracy.
- Able to use authority, knowledge, and judgment to effectively respond to complicated requests.
- Ability to multitask.
- 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).
- Ability to promote diversity, multiculturalism, and inclusion in the execution of role.
- Successfully combine hard (e.g., technical knowledge, critical and analytical thinking, problem solving) and soft skills (e.g., people skills, communication, such as active listening, interpersonal and intrapersonal relationship, teamwork, emotional intelligence, collaboration/conflict management) to meet position requirements.
- Demonstrates a wide range of people (or soft skills) to build and sustain respectful and collaborative relationships/networks, internal and external to R&DE.
- Demonstrates effective emotional intelligence, especially in situations with time constraints.
Certifications and Licenses:
- 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 his or her job.
- Occasional work on evenings and weekends
- May work extended hours.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford's 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.
This role is designated as essential and requires incumbents to report to the worksite. Telecommute is not an option for this role.
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.
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.
- Schedule: Full-time
- Job Code: 4624
- Employee Status: Regular
- Grade: F
- Department URL: http://cancer.stanford.edu/
- Requisition ID: 89329
Location: Residential & Dining Enterprises, Stanford, California, United States
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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