Customer Service Team Leader

Valet Service Position

Purpose: Under direct supervision, provide personal customer service to all UPMC Presbyterian Shadyside patrons in a manner consistent with the hospital's policy of service excellence and the Pennsylvania Motor Vehicle Code. This position will be the overnight shift times.

Responsibilities:

• Direct valets in directing/coordinating vehicle traffic.
• Utilize radio communication.
• Identify a problem and resolve it promptly or contact the appropriate resource.
• Respond to the needs of patrons with wheelchairs or other physical disabilities, using quick judgment on whether or not to assist them.
• Work as a team leader in resolving any problems that would conflict with the prompt delivery of the valet service.
• Issue parking tickets to all vehicles that pull into the driveway.
• Greet all patrons with a smile; identify themselves, and direct patron to the appropriate valet lane with the utmost personalized service.
• Respond to requests for information or assistance into the hospital.
• Ability to use independent judgment.
• Maintain a professional appearance (displaying UPMC ID at all times) and demeanor at all times.
• Demonstrate behavior above and beyond normal expectations on a consistent basis.
• Assist patrons in and out of their vehicles in a prompt and courteous manner.
• Report any damage or accident with a patron's vehicle.
• Monitor level of customer service and inform supervisor of any issues affecting a patron's satisfaction.
• Upon departure, ensure timely return of vehicle, verify the ticket stub and number, open door(s), and assist patrons into the vehicle if necessary.
• Present constructive suggestions and ideas to improve efficiency.
• Demonstrate sensitivity toward all patrons, using good judgment and being conscious of the emotional state of each individual.
• Greet patrons in a professional manner and exhibit the Basics of Service Excellence.
• Work as a team leader to direct vehicle traffic, acknowledge patrons' vehicles, and provide access to the medical center.
• Communicate with both escorts and valets via radio using proper radio etiquette at all times.
• Provide full attention to a situation; offer assistance without being asked.
• Must operate customer vehicles in accordance with the Pennsylvania Motor Vehicle Code.
• Ability to move a vehicle safely to the staging area, if needed.
• Adhere to philosophy and standards of UPMC Presbyterian Shadyside by conveying respect, enthusiasm, professionalism, and a positive attitude in work situations with patient, peers, medical staff and visitors.
• Communicate any problems clearly and effectively with all valets via radio using proper etiquette at all times.

High School diploma or equivalent preferred. Ability to operate all types of passenger vehicles. Excellent interpersonal and verbal communication skills. 1-2 years of customer service experience is required.

Licensure, Certifications, and Clearances: Driver's License

UPMC is an Equal Opportunity Employer/Disability/Veteran