Customer Service Representative - Redwood City, United States - Stanford University

Description

Customer Service Representative (Fixed Term)


New

Job Summary

• DATE POSTED 4 days ago
• Schedule

Full-time

• Job Code

4731

• Employee Status

Fixed-Term

• Grade

G

• Requisition ID

92833

Separately, the
Stanford Alumni Association
(SAA) reaches, serves and engages all Stanford alumni and students, and fosters a lifelong intellectual and emotional connection between the University and its graduates.

We deliver the most effective alumni relations program anywhere in higher education, including a bimonthly magazine; online communication and networking tools; academic and social programming (on and off-campus); a worldwide travel/study program; and numerous Stanford-related products and initiatives.

The
Customer Service Representative is a member of the Technology Support & Training (TST) team within Business Technology Services.

Under direct supervision, the
Customer Service Representative responds to telephone, email, and online general inquiries from Stanford Alumni and Donors, related to Stanford alumni web sites, alumni directory, alumni email accounts, and the Giving to Stanford web site.

The
Customer Service Representative also manages simple requests submitted by OOD and SAA staff that are related to computer hardware, software, and applications and systems used for alumni engagements and fundraising efforts; escalates complex requests appropriately.

The
Customer Service Representative may also work on small projects.

Identify

ing recurring problems that result in customer service issues, and work with other Technology Support and Training team members to determine the root cause and potential solutions.

• Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
• Working experience with Microsoft Office applications (Word, Excel, Outlook), and web browsers.
• Working experience with ServiceNow or any ticketing system is a plus.
• Strong communication and interpersonal skills.

Excellent listening skills and ability to communicate clearly and professionally in English, especially over the telephone; ability to write email messages with clear step-by-step instructions; empathy and patience assisting alums or donors with limited computer experience or knowledge; ability to professionally address complaints about Stanford policies or technology issues and limitations.

• Ability to provide excellent client service.
• Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
• Experience and facility with learning new procedures and handling exceptions in a time-pressured environment with changing, and sometimes conflicting priorities.
• Demonstrated ability to work both independently and as part of a team.
• A high level of initiative, flexibility, conscientiousness and meticulousness using good judgment, and a sensitivity to confidential information.
• Ability to apply diagnostic techniques for problem troubleshooting.
• 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,

.

Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a Ted Talk, film screening, or listen to a renowned author or global leader speak.


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.

We invite you to apply for this position by clicking on the Apply for Job button. To be considered, please submit your rsum and a one-page cover letter along with your online application.

*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.


Hiring process

Advancing Education

Through rigorous research, model training programs and partnerships with educators worldwide, Stanford is pursuing equitable, accessible and effective learning for all.

I love that Stanford is supportive of learning, and as an education institution, that pursuit of knowledge extends to staff members through professional development, wellness, financial planning and staff affinity groups.

Nora Cata
School of Engineering

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