Note: 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.
Provide and maintain the highest level of service to the customer using judgment and discretion. May process special orders.
Serve as a subject matter expert for the unit. Participate with other departments and represent the unit as needed.
Handle complex cases while exceeding established performance metrics; such as quality, production and average handling time / calls / transactions per hour.
Process special requests and initiate appropriate documentation and notify other departments and coordinate with outside agencies as needed. May involve database research.
Ensure that appropriate agreements exist with external customers; provide appropriate paperwork to new and potential customers.
Provide training support for live calls.
Participate in compliance meetings to respond to and resolve compliance issues.
Provide coaching and mentoring to associate/intermediate levels in workgroup.
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 a lead for the unit.
May determine methods and procedures on new assignments. May handle systems testing.
May represent Stanford at public events, such as fairs, athletic events and registrations, 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:
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 other 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 customers and use information to make sound decisions.
Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).
Certifications and Licenses:None 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.
* - 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. WORKING CONDITIONS:
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, 12000 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 is an equal empl...oyment 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. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.