Customer Service Representative

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 (TDM) program, which includes sustainable commute programs, free Marguerite shuttle, free transit and car-free options, a platinum-level bicycle program, and parking operations.

Immediate Opening:

The Customer Service Representative (CSR) is a member of the Retail Division for the Stanford Transportation department. The Customer Service Representative responds to telephone, emails and online inquiries from Stanford faculty, staff, students, departments, vendors, and visitors on a daily basis, providing information and assistance for all transportation programs and services.

 Exemption: Non- Exempt

Location: Redwood City Campus

Work Arrangement:  Hybrid (working 2 or more days a week from the office to support operational needs. Frequency is subject to change.)

What you will do in this role:

• The ideal candidate will answer a high volume of calls and needs to possess a positive attitude, be customer service oriented, and have strong communication and listening skills.  Needs to enjoy talking to people daily and patiently provide information regarding parking and alternative transportation options.
• De-escalate situations involving dissatisfied customers, offering assistance with a calm demeanor and support
• Have good writing skills to respond effectively to a high volume of emails.
• Sell virtual parking permits, carpool permits, transit passes, and other products offered by Stanford Transportation.  Process applications received by email, mail and fax.
• Reconcile virtual cash drawer and daily sales reports for all transportation products.
• Enter data into POS systems for ridesharing, Guaranteed Ride Home and Emergency Ride Home programs.
• Provide information regarding transportation, including Marguerite Shuttles and public transit information and schedules.
• Attend and participate in meetings that may include overseeing a project, offer ideas and suggestions to improve programs and customer service.
• Identifying recurring problems that result in customer service issues, and work with other team members to determine the root cause and potential solutions
• Work with the team to continually revise the POS system training manual based on policy or protocol changes.
• Provide first-hand training and assistance to temporary employees.
• Perform other general duties relevant to job and department needs as determined by the supervisor.

The successful candidate will embrace the following:

LBRE Core Values of Leadership, Exploration, Gratitude, Accountability, Community and You, and Diversity, Equity, and Inclusion in their management style and help to build an organization where these qualities serve as the foundation for successful and rewarding careers for all employees.

LBRE views a strong culture of diversity, equity, and inclusion as one where everyone can thrive. It is a culture of trust and respect, where staff can be their authentic selves, feel safe and work in a place that they feel they belong. We strive to create a community that draws upon a wide pool of talent to unify excellence while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

To be successful in this role you must bring:

• Requires at least 2-3 years of customer service experience.  Combination of education and experience that demonstrates the skills necessary to always provide friendly customer service and act in a professional manner.
• Good computer skills and familiar with Microsoft Office and Outlook
• Demonstrated ability to interact patiently and courteously with a variety of people.
• Strong communication and interpersonal skills. Excellent listening skills and ability to communicate clearly and professionally, especially over the phone.  Ability to write email messages with clear step-by-step instructions and professionally address complaints about Stanford policies or technology issues and limitations.
• Ability to learn policies and procedures and use information to make sound decisions on a routine basis.
• Strong administrative and organizational skills; detail oriented and work accurately and expeditiously.
• Work independently with minimal supervision and as part of a team.
• Strong ability to multi-task and function effectively in a fast-paced, high-pressure environment, with frequent interruptions.
• Requires work schedule adjustments and ability to work overtime.
• Valid driver’s license is required to attend and transport supplies to tabling events, compliance surveys and support other divisions or administrative needs relevant to job and department needs.
• Spanish verbal and written skills desired and preferred.

Pay Range:
The expected pay range for this position is $50,000 to $58,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

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.

* – 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.

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, http://adminguide.stanford.edu .

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 courses. Join a Ted Talk, 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!

  *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.