Princeton University invites applications for the position of Service Coordinator for the Customer Service Center of University Services. Chartered in 1746, Princeton University currently has enrolled approximately 8,200 students and employs approximately 7,000 benefits eligible employees. As a research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching. Interdisciplinary work is vital to Princeton and is reflected in a full spectrum of academic programs.

The Customer Service Center is the centerpiece of an overall strategy to create a valuable customer service experience for University students, faculty, and staff. The Customer Service Center is the gateway for TigerCard, Parking and Transportation, Dining and Housing and Real Estate Services. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, the Customer Service Center team works across campus departments to complement the customer-facing systems, services, and resources available. In addition to the Customer Service Center Manager, the Customer Service Center team consists of the following positions: The Service and Solutions Advisor, two (2) Solutions Specialists, and two (2) Service Coordinators.

SUMMARY OF POSITION

The Service Coordinator is the extremely knowledgeable and talented first point of contact for all customers of the Service Center, which include students, faculty, staff, parents, alumni, contractors, visitors, and more. They are part of a cross-functional team responsible for consulting with customers—focusing primarily on in-person inquiries and attending to phone, email, and other channels as availability allows—related, but not limited, to Transportation, TigerCard, Dining, and Housing.

The Customer Service Center is a new University Services initiative which will require a high-performing team of Service Coordinators who are upbeat, curious problem-solvers, and drive to find sustainable solutions to a variety of customer issues. One-part Center host, one-part problem-solver, one-part campus concierge, the Service Coordinator fulfills basic requests such as TigerCard replacements and housing form submission, but also handles a wide range of inquiries by the University community that often require research and some consultation. The Service Coordinator must therefore operate with an extremely high level of emotional intelligence to assist members of the community who require calm and considerate consultation to find the appropriate resolution.

Using established guidelines and working as a strong partner with colleagues across University Services and beyond, the Service Coordinator is responsible for making every Service Center client feel welcomed and oriented, as a member of the Princeton University community. This may involve making phone calls to external departments or doing quick research to get to the bottom of an issue. The Service Coordinator will use sound judgement when escalating issues, engaging regularly with the Service and Solutions team in the Center to smoothly hand off complex or more intensive customer issues for case management as needed. Service Coordinators must have strong interpersonal and communication skills and find ways to work effectively with each other and the Solutions Specialists as one team—seamless handoffs between team members across and up/down the organization are critical.

Service Coordinators must be technically savvy, working in a variety of systems and software to ensure customer records that allow building access, parking permits and commuter programs, and housing records are accurate and up to date. During major University events, such as Move-In, Reunions, Commencement, and Opening Exercises, the Service Coordinator team may provide additional levels of support at the direction of the Customer Service Center Manager and Service and Solutions Advisor.

Customer engagement and transaction fulfillment

• Serves as the first point of contact for customers arriving at the Service Center, ensuring every interaction is engaging and friendly, and that customer issues are addressed quickly and expediently in order of priority and resolves problems.
• Consults with customers to resolve basic Campus Dining, Housing, TigerCard, and Transportation inquiries and other additional inquiries as the Center’s menu of service options expands.
• Uses excellent communications skills to explain University policies clearly.
• Works closely with University Services departments, as well as business units outside of University Services, on customer issues that can be readily resolved with an email, phone call, or ticket/case creation. Groups external to University Services include, but are not limited to:
  • Building Services
  • Grounds and Building Maintenance
  • Human Resources
  • Department of Public Safety
  • Alumni Affairs
• Must develop expert working knowledge of Transportation, TigerCard, Dining, and Housing systems in order to ensure accurate and secure database management and maintenance of customer records, making sure critical feeds are working properly between systems.
• Must be detail-oriented, entering data accurately and in a timely fashion into separate but interactive systems.
• Uses discretion to seek help and/or escalate urgent or sensitive issues to the Service and Solutions team.
• Shares new ideas for process improvement and more effective customer service with team leadership.

Supports major University functions and events and other duties as assigned

• Serves on committees and supports University Services in major University events, such as Move-In, Reunions, Commencement, and Opening Exercises.

Other duties as assigned

REQUIRED QUALIFICATIONS:

• One to three years of experience in customer service role, or combination of customer service experience, relevant education, training and/or related experience.
• Excellent and demonstrable customer service skills and experience.
• Ability to initiate work proactively, act independently, anticipate needs, and use data to make sound decisions to resolve complex logistical or procedural problems.
• Ability to balance demands of day-to-day operations while serving as a positive team member.
• Demonstrated ability to maintain appropriate confidentiality for customer and staff issues.
• Strong interpersonal skills with excellent written and verbal communication skills.
• Excellent knowledge of Microsoft Office computer applications including Excel, Word, and PowerPoint, and other computer applications.
• High School Diploma, or GED equivalent.
• Excellent conflict resolution, ability to de-escalate.
• Mindset of continuous improvement.
• ServiceNow or service management system proficiency or ability to learn.

PREFERRED QUALIFICATIONS:

• Bachelor's degree and two years of professional administrative and customer support experience in a University environment.
• Experience with higher education dining, parking, housing, and/or campus card technology platforms and vendors.
• Experience working in a University Services department.

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

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