Service Coordinator

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 is the gateway for TigerCard, Parking and Transportation, Package and Mail, Dining, Housing and Real Estate Services, and student and classroom print operations. 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.

The Service Coordinator is the knowledgeable and talented first point of contact for all customers of the Service Point, which include students, faculty, staff, parents, alumni, contractors, visitors, and more. They are part of a cross-functional team responsible for consulting with customers—focusing primarily on in-person inquiries and attending to phone, email, and other channels as availability allows—related, but not limited, to Transportation, Package and Mail, TigerCard, Dining, Housing, and student and classroom print operations.

The Service Coordinator must be an upbeat, curious problem-solver, who drives to find sustainable solutions to a variety of customer issues. One-part host, one-part problem-solver, one-part campus concierge, the Service Coordinator fulfills basic requests such as TigerCard replacements and housing form submission, but also handles a wide range of inquiries by the University community that often require research and some consultation. The Service Coordinator must therefore operate with an extremely high level of emotional intelligence to assist members of the community who require calm and considerate consultation to find the appropriate resolution.

Using established guidelines and working as a strong partner with colleagues across University Services and beyond, the Service Coordinator is responsible for making every client feel welcomed and oriented, as a member of the Princeton University community. This may involve making phone calls to external departments or doing quick research to get to the bottom of an issue. The Service Coordinator will use sound judgement when escalating issues, engaging regularly with the Service and Solutions team in the Service Point to smoothly hand off complex or more intensive customer issues for case management as needed. Service Coordinators must have strong interpersonal and communication skills and find ways to work effectively with each other and the Solutions Specialists as one team. Seamless handoffs between team members across and up/down the organization are critical.

Service Coordinators must be technically savvy, working in a variety of systems and software to ensure customer records that allow building access, parking permits and commuter programs, and housing records are accurate and up to date. During major University events, such as Move-In, Reunions, Commencement, and Opening Exercises, the Service Coordinator team may provide additional levels of support at the direction of the Assistant Director, Customer Services and the Customer Service Operations Manager.

A cover letter is required for full consideration. A full job description will be furnished prior to interview. 

Customer engagement and transaction fulfillment

• Serves as the first point of contact for customers arriving at the Service Point, ensuring every interaction is engaging and friendly, and that customer issues are addressed quickly and expediently in order of priority and resolves problems.
• Consults with customers to resolve basic Campus Dining, Housing, TigerCard, Transportation and Parking, Package and Mail, and student and classroom print operations inquiries and other additional inquiries as the Service Point’s menu of service options expands.
• Uses excellent communication skills to explain University policies clearly.
• Works closely with University Services departments, as well as business units outside of University Services, on customer issues that can be readily resolved with an email, phone call, or ticket/case creation. Groups external to University Services include, but are not limited to:
  • Building Services
  • Grounds and Building Maintenance
  • Human Resources
  • Department of Public Safety
  • Alumni Affairs
  • Faculty and academic departments
• Must develop expert working knowledge of Transportation and Parking, TigerCard, Dining, Housing, and student and classroom print operations systems to ensure accurate and secure database management and maintenance of customer records, making sure critical feeds are working properly between systems.
• Must be detail-oriented, entering data accurately and in a timely fashion into separate but interactive systems.
• Uses discretion to seek help and/or escalate urgent or sensitive issues to the Service and Solutions team.
• Shares new ideas for process improvement and more effective customer service with team leadership.

Supports major University functions and events and other duties as assigned

• Supports University Services in major University events, such as Move-In, Reunions, Commencement, and Opening Exercises.

Other duties as assigned

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE

• One to three years of experience in a customer service role, or combination of customer service experience, relevant education, training and/or related experience. 
• Excellent and demonstrable customer service skills and experience. 
• Ability to initiate work proactively, act independently, anticipate needs, and use data to make sound decisions to resolve complex logistical or procedural problems.
• Ability to balance demands of day-to-day operations while serving as a positive team member.
• Demonstrated ability to maintain appropriate confidentiality for customer and staff issues.
• Strong 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.
• High School Diploma, or GED equivalent.
• Excellent conflict resolution, ability to de-escalate.
• Mindset of continuous improvement.
• ServiceNow or service management system proficiency or ability to learn.

PREFERRED KNOWLEDGE, SKILLS & EXPERIENCE

• Bachelor's degree and two years of professional administrative and customer support experience in a University environment.
• Experience with higher education dining, parking, housing, campus card technology platforms and vendors, or print services. 
• Experience working in a University Services department.

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Princeton University is an Equal Opportunity 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.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.