Travel Customer Service Specialist

MINIMUM REQUIREMENTS:

Education & Experience:

• Associate’s Degree and two years of relevant experience or combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Knowledge of business travel operations
• Strong customer service experience and a proven ability to meet performance standards.
• Able to use authority, knowledge and judgment to effectively respond to complicated requests
• Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions
• Strong problem solving and decision making skills.
• Ability to work independently and as a member of a team.
• Strong organizational skills and ability to coach other staff.
• Clear and effective oral and written communication skills.
• Strong attention to detail and accuracy.
• Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds
• Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint), Smartsheet, and ServiceNow.
• Proficiency in use of collaboration tools including Jabber, Zoom, G-Suite, and Salesforce

Certifications and Licenses:

Global Business Travel Association certificate or The Travel Institute certification preferred.

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, 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.

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, http://adminguide.stanford.edu

*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.

*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.