Campus Services Lead

Land, Buildings & Real Estate – Caretakers of a Legacy

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 values 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 8,100 acres, and pride ourselves on supporting the teaching and research of the university as "Caretakers of a Legacy."

Stanford Redwood City (SRWC) is a 35-acre campus located 5 miles north of the historical Palo Alto campus. It opened in March of 2019 and provides a workspace for about 2,200 employees, including three of the university's eight vice presidents. Employees work in critical areas such as the School of Medicine, Business Affairs, Human Resources, and Office of Development. Stanford is the third-largest employer in Redwood City. The campus offers amenities such as an on-site café and dining pavilion, a fully equipped conference center, a high-end fitness facility with an outdoor rooftop pool, a childcare center for Stanford families, and a credit union.

The SRWC Operations team is looking for a full-time, on-site Customer Services Lead to join our diverse team. The ideal candidate will have strong leadership, intuition, collaboration, communication, and time management skills. They will proactively work to support the success of our campus and the needs of our staff and visitors.

This position reports to the Associate Director of Campus Engagement. The candidate should be able to make decisions and think objectively.

This role is designated as essential and requires onsite work; telecommuting is not available.

Primary responsibilities include coaching and training a team of three Lobby Ambassadors to ensure that each customer interaction is handled with care and efficiency. In this role, you will be the first and last point of contact for our staff, visitors, and service providers. You will provide a service that encompasses hospitality, security, risk management, and SRWC support. The ideal candidate is a motivated and articulate self-starter who enjoys being around people, is enthusiastic about customer service, and thrives in fast-paced environments, often with frequent interruptions. You should be a skilled multitasker who excels in a team environment and has impeccable follow-through skills. If you are excited about new opportunities to learn, grow, and impact Stanford's mission, this may be the right career opportunity for you!

In this role, you will:

• Greet visitors and act as primary contact with customers.
• Act as a bridge between the Cardinal Conference Center and its clients.
• Utilize Outlook to schedule appointments, meetings, and use of campus event venues.
• Organize and maintain team/department files.
• Generate, format, and analyze basic reports.
• Keep track of inventory using tracking logs.
• Create and manage the daily work schedule for the team.
• Process and monitor visitor information.
• Train and support new staff, on-site vendors/contractors, and other lobby ambassadors.
• Be a knowledge base and make independent decisions following campus and university policies.
• Manage the Lost and Found process and procedure plans for the SRWC campus.
• Track correspondence and interactions with customers.
• Represent Stanford at various events throughout the year.

Additional responsibilities:

• Assist with website and event content.
• Act as the point of contact for general maintenance, health and safety, and other facility concerns.
• Process and monitor routine financial transactions, including researching and resolving discrepancies.
• Perform other assigned tasks.

Minimum Requirements:

• Education & Experience: Associate Degree and two years of relevant experience or combination of education and relevant experience.
• Knowledge, Skills, and Abilities: Excellent customer service and interpersonal skills experience and a proven ability to meet performance standards. Clear and effective oral and written communication skills. Strong organizational skills. Ability to work independently and as a member of a team. Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds. Strong attention to detail and accuracy. Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint) and Google Suite. Ability to multitask. Ability to learn policies and procedures and correctly provide that information to customers.

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, write by hand, and sort/file paperwork. Rarely kneel/crawl.

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.

The pay range for this position is between $23.28 and $32.76 per hour. Stanford University provides these pay ranges to give an estimate of what they expect to pay for the position. The actual pay offered to a selected candidate will be determined based on various factors, including 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 similar jobs. At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website provides detailed information on Stanford's extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

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 enriches 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 course auditing. Join a TedTalk, 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.

Envidable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more.

How to Apply: We invite you to apply for this position by clicking on the "Apply for Job" button. To be considered, please submit your résumé and cover letter with your online application. Both documents are required for full consideration. Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form. 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.

Schedule: Full-time

Job Code: 4614

Employee Status: Regular

Grade: C

Requisition ID: 107328

Work Arrangement: On Site