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Service and Solutions Advisor

Employer
Princeton University
Location
New Jersey, United States
Salary
Salary Not specified
Posted Date
Sep 29, 2022

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Position Type
Administrative, Business & Administrative Affairs, Auxiliary Services
Employment Level
Administrative
Employment Type
Full Time
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Service and Solutions Advisor

US-NJ-Princeton

Job ID: 2022-15696
Type: Full-Time
# of Openings: 1
Category: Campus and Auxiliary Services

Princeton University

Overview

Princeton University invites applications for the position of Service and Solutions Advisor for The Service Point 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 Service Point is the centerpiece of an overall strategy to create a valuable customer service experience for University students, faculty, and staff. The Service Point’s initial service components are those from TigerCard, Parking and Transportation, Campus Dining, and Housing and Real Estate Services. The future expansion of The Service Point’s service offerings is very likely. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, The Service Point team works across campus departments to complement the customer-facing systems, services, and resources available. In addition to The Service Point Manager, The Service Point team consists of the following positions: The Service and Solutions Advisor, two (2) Solutions Specialists, and two (2) Service Coordinators.

SUMMARY OF POSITION:

Under the direction of The Service Point Manager, the Service and Solutions Advisor provides day-to-day customer-related services, products, and operations at The Service Point. This position serves as both the Service and Solutions team lead and the operational lead of The Service Point, overseeing the daily functionality of the services provided in The Service Point. The Service Point is a new University Services initiative, and as such requires a diligent, flexible, and calm-under-pressure Service and Solutions Advisor to support The Service Point Manager in the Center’s daily operations. The Service and Solutions Advisor is the leader of the Center in the absence of The Service Point Manager.

The Service and Solutions Advisor may assist The Service Point Manager in training staff and in reinforcing procedures and policies to ensure an exceptional customer experience, maintaining high standards for accurate and timely responses to all consultations. With direction from The Service Point Manager, the Service and Solutions Advisor must create a team environment that encourages accountability, high standards, and optimization. Also, in partnership with The Service Point Manager, the Service and Solutions Advisor is responsible for handling and addressing customer complaints, conflicts, and matters that have been escalated from Solutions Specialists and Service Coordinators. Additionally, the Service and Solutions Advisor will routinely support frontline service delivery within the Center, both in case management with the Solutions Specialist team and with customer interaction with the Service Coordinator team.

The Service and Solutions Advisor is responsible for the physical and technical operation of the Point, day-to-day. Opening hours, shift scheduling, technology and system troubleshooting, and all daily operational issues having to do with customer support for the Point are the responsibility of the Service and Solutions Advisor. This position must have in place specific processes for escalation of internal IT issues, building or facility issues, and personnel issues when problems arise that the Service and Solutions Advisor cannot readily resolve alone. As needed, the position will augment The Service Point front line delivery.



Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES Staff and Customer Service Center Operations

  • Assists with all customer service aspects of Service Point operations including, but not limited to include campus housing, dining, parking, TigerCard, transportation, and commuter programs to ensure customer needs are met in a prompt and courteous
  • Processes customer financial transactional deposits and payments, and ensures proper reconciliation.
  • Assists with internal workflows between Service Coordinators and Solutions Specialists to ensure smooth, timely, and accurate customer resolution
  • Ensures alignment and communicates departmental program and policy changes to Center
  • Handles difficult customer complaints from faculty, staff, students, visitors, and
  • Serves as office manager, responsible for customer service area configuration and displays, maintaining supplies, and submitting maintenance
  • Works with The Service Point Manager to recommend and implement process improvements.
  • Assists Customer Service Center Manager with thinking about process change and strategic planning, and functions as the overall center manager in the absence of The Service Point
  • Acts as a primary liaison and regularly engages with business units serviced in The Service Point, in alignment with policies and
  • Assists in the training of a high-performing team and co-manages training documentation.
Technology and Administration

  • Responsible for the integrity and security of all transactions in The Service Point departmental databases by developing clear processes and maintaining accurate data entry and transactions.
  • With direction from The Service Point Manager, manage internal knowledge bases and standard operating
  • Maintain records of customer interactions and metrics of services
  • Responsible for maintaining smooth working state of walk-in and transactional support systems, escalating any performance issues for quick technical
  • Manages digital signage content for The Service Point.
Supports major University functions and events

  • Serve on committees and supports University Services in major University events, such as Move- In, Reunions, Commencement, and Opening
Other duties as assigned



Qualifications

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE

  • Bachelor’s degree plus a minimum of five years’ experience in a customer-oriented leadership role, or combination of management experience and relevant education, training, and/or related experience
  • Excellent and demonstrable project management skills and experience managing multiple projects and sometimes conflicting priorities
  • Demonstrated ability to initiate work proactively, act independently, anticipate needs, and use data to make sound decisions to resolve complex logistical or procedural problems.
  • Experience presenting information in a team setting, as well as to senior administrators.
  • Knowledge of management and team leadership methods, development, goal setting, and project management experience.
  • Ability to balance the demands of day-to-day operations while serving as a highly visible, positive role model to staff.
  • Demonstrated ability to maintain appropriate confidentiality for customer and staff issues.
  • Strong technical and 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.
PREFERRED KNOWLEDGE, SKILLS & EXPERIENCE:

  • Five years of professional administrative experience in a higher education environment with supervisory responsibility of a team of 2 or more.
  • Knowledge of data analytics, database management, dashboards development for reporting and project management, and other related tools/software.
  • Experience with higher education dining, parking, housing, and/or campus card technology platforms and vendors.
  • Experience working in a higher education environment.
  • Knowledge of ServiceNow or CRM platforms preferred.
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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