Parking & Transportation Services (P&TS) 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.
We have an exciting opportunity and looking for a Customer Services Representative to join the team in our brand new Stanford University Redwood City Campus.
Job Family: Administration Job Series: Customer Service Specialist Job Code: 4622 Grade: C
The Customer Service Representative (CSR) reports to the Customer Service Supervisor (CSS) in department of Parking & Transportation Services.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.
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 Parking & Transportation. Processes applications received by 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.
Processes bike registrations for students and the Stanford community entering data into database.
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.
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, which may not include supervisor's assistance.
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.
Requires at least 2-3 years of customer service experience. Combination of education and experience that demonstrates the skills necessary to provide friendly customer service and act in a professional manner at all times.
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.
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.
* - 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, https://adminguide.stanford.edu
Location: Land, Buildings and Real Estate, Redwood City, California, United States Schedule: Classification Level:
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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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford University is an ...equal opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.