Customer Service Coordinator - Residential and Hospitality Services

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Customer Service Coordinator - Residential and Hospitality Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Customer Service Coordinator - Residential and Hospitality Services

Job Profile Title
Administrative Coordinator

Job Description Summary
The position provides high-level administrative support and project management to Schools/Centers. The incumbent will engage in a wide range of activities including budget management, administrative support, interaction with students, faculty, and staff on campus and at local events. The position also interacts with senior administrators, prospects, donors, faculty, alumni, board members, and senior government and corporate executives. The position includes budget oversight of a wide variety of programs involving multiple travelers and currencies as well as preparing staff for domestic and international travel. Generally included in confidential, ongoing cross divisional projects as directed by the Dean/Department Leader's Office program. The Administrative Coordinator interacts with important external constituents, and therefore must prioritize while delivering a very high level of service. Responsible for developing and maintaining communications, fielding inquiries, and guiding both graduate students and faculty through a variety of University policies, resources, and procedures.

Job Description

This position provides primary staffing and support for Residential and Hospitality Services Customer Service Center. Works collaboratively with Residential and Hospitality Services to provide information and assistance to customers via phone, e-mail, and personal contact. Promotes a positive image of Residential and Hospitality Services through professionalism, knowledge, efficiency and excellent customer service. Excellent organizational and interpersonal skills; attention to detail, ability to focus simultaneously on competing priorities, collaborate with a variety of internal partners to accurately interpret their communications needs for electronic/print resources, and work independently and collaboratively. This position is responsible for budget oversight of a wide variety of programs involving multiple travelers and currencies as well as preparing staff for domestic and international travel. Provides reception services and mail distribution to all offices to Stouffer Commons, which includes the Office of College Houses & Academic Services and Weingarten Learning Resources Center. Hires, trains, and supervises student or temporary employees. Work directly with the RHS Communications team on special projects. Completes projects as assigned that support day-to-day operations of Residential and Hospitality Services. Maintain content for University of Pennsylvania's department of Residential and Hospitality Services web properties with some attention to associated social media accounts including Facebook, Instagram, and Twitter. Assist and support in executing communications and marketing activities and writing materials in support of all RHS brands, their initiatives, and events. Assist and support the implementation and maintenance of processes, guidelines, and schedules to ensure content remains up-to-date and is continually refreshed on all RHS web properties. Reports to the Senior Associate Director for Residential & Hospitality Services. Alternate work schedule and evening and weekend hours may occasionally be required.

A high school diploma or GED and 5 to 7 years of experience or equivalent combination of education and experience is required. A Bachelor's Degree and 3 years to 5 years of experience, with a minimum of 3 years being customer service experience, preferably in an academic setting or related area, are strongly preferred. Strong oral and written communications skills, as well as interpersonal skills, with an understanding of and deep commitment to service excellence. Demonstrated experience providing front line customer service to a culturally diverse population of students, parents, staff and guests of a prestigious University. Must be able to develop good working relationships with colleagues and other University staff and students. Demonstrated initiative, curiosity, and problem solving skills. Demonstrated ability to work independently, utilizing sound judgment working independently within a supportive team environment. Organization, multi-tasking, and attention to detail are essential. Experience in hiring, training, supervising and evaluating student staff and/or part-time staff strongly preferred. Proficiency in workplace computing required: word processing, spreadsheet, database management, Internet. Occasional evening or weekend work may be required during peak periods.

Working Conditions
Office, Library, Computer Room

Physical Effort
Typically sitting at a desk or table

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Residential and Hospitality Services

Pay Range
$20.00 - $36.00

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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