Job description


  • Entry level
  • No Education
  • Salary to negotiate


Customer Service Specialist 3

Stanford University

Job Number: 85469

Stanford University

Customer Service Specialist 3 Job Family: Administration Job Series: Customer Service SpecialistJob Code: 4623 Grade: D Exemption: Non-Exempt Effective/Revision Date: 04/02/2015Job Series Matrix URL: View PDF
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.
Job Code: 4623Job Grade: D
- 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.

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
- 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.
- 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,

Additional Information
- Schedule: Full-time
- Job Code: 4623
- Employee Status: Regular
- Grade: D
- Requisition ID: 85469


Location: Land, Buildings and Real Estate, Redwood City, California, United States


Classification Level:

To be considered for this position please visit our web site and apply on line at the following link:

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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