Guest Service Manager

15 hours ago


Stanford, United States Stanford University Full time
Job Summary

The Guest Service Manager is a leadership role that oversees the day-to-day operations of a customer service team. The successful candidate will provide exceptional service to customers, lead and mentor staff, and make sound decisions to resolve complex issues.

Key Responsibilities
  • Supervise and lead a team of customer service representatives
  • Provide input in hiring decisions and performance evaluations
  • Act independently to determine methods and procedures on new assignments
  • Serve as a subject matter expert for the unit and participate with other departments as needed
  • Process non-standard requests and handle escalated and unresolved calls
Requirements
  • Bachelor's Degree and four years of relevant experience or combination of education and experience
  • Demonstrate ability to effectively coordinate and provide oversight to a diverse work staff
  • Excellent problem-solving and decision-making skills
  • Leadership traits including effective communication, supervisory skills, and ability to manage workflow
  • Excellent customer service experience and proven ability to meet performance standards
Working Conditions

Varied shifts required, including evenings and weekends. May work extended hours.



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