Visitor Relations Coordinator

Offices of Undergraduate Admission and Financial Aid 

 Visitor Relations Coordinator

The Office of Undergraduate Admission’s Visitor Center welcomes more than 100,000 visitors to campus annually, offering campus tours and providing information about the university and the surrounding area. The trained staff of student tour guides represents many academic disciplines and campus activities including student leadership, performing arts, community service, and athletics. They help visitors navigate and enjoy Stanford’s world-class facilities, sprawling foothills, and distinctive sandstone and tile architecture.

 

The Visitor Center seeks a Visitor Relations Coordinator who, under the supervision of the Director of Visitor Relations, will lead a group of 75+/- student tour guides and 10+/- students managers to provide and maintain the highest level of service to welcome visitors to campus, offering campus tours and providing information about Stanford and the surrounding area.

 

Your responsibilities include:

  • Serving as a subject matter expert on a variety of Stanford offerings – academic to student life and greeting and serving as a resource on general inquiries.

  • In collaboration with the Director of Visitor Relations, determining methods and procedures on new assignments.

  • Serving as a subject matter expert for the Visitor Center; [omit: may] participating with other departments and representing the Visitor Center as needed.

  • Processing non-standard requests, initiating appropriate documentation and notify other departments and/or coordinating with outside agencies as needed.

  • Handling escalated and unresolved calls.

  • Administering and educating others on visitor relations offerings, providing accurate information and updates to policies and procedures and improving overall customer satisfaction in the process.

  • Determining whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures.

  • Working closely with the Director and Assistant Director in identifying and correcting problems and making recommendations to remedy them.

  • Keeping track of correspondence and interactions with customer using a customer relationship management tool.

  • Handling complex visitor cases.

  • Periodically act as a lead for the Visitor Center.

  • Determining methods and procedures for new tour guide assignments.

* - Other duties may also be assigned

In addition, requirements include:

  • Bachelor’s degree and two years of relevant experience or combination of education and relevant experience.

To be successful in this position, you will bring:

  • Strong problem solving and decision making skills.

  • Strong customer service experience and a proven ability to meet performance standards.

  • Clear and effective oral and written communication skills.

  • Strong organizational skills, and ability to coach student staff.

  • Ability to communicate effectively in English, both verbally and in writing with individuals and groups of diverse backgrounds.

  • Ability to work independently and as a member of a team.

  • Strong attention to detail and accuracy.

  • Ability to use authority, knowledge and judgment to effectively respond to complicated requests.

  • Ability to multi-task.

  • Ability to learn policies and procedures and correctly provide that information to campus visitors and use information to make sound decisions.

  • Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).