Guest Services Rep II

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

Opening:

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Scheduled Weekly Hours:

As Scheduled

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The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

JOB DUTIES AND RESPONSIBILITIES:

• Serves as the front-line individual for greeting visitors to assigned location(s).
• Utilizing soft skills, assists diverse population of visitors to assure proper information is provided in a meaningful way. Communicates effectively and works through interactions where barriers to communication are present.
• Greets and checks in all visitors, which includes verifying information including, but not limited to: name of visitor, time of appointment/meeting, location of appointment/meeting, and office contact information.
• Effectively communicates accurate wayfinding instructions.
• Expertly navigates difficult visitor encounters. Determines when to escalate to management or Public Safety.
• Act as the liaison between visitors and assigned location(s) contacts or key stakeholders, communicating regularly and efficiently to ensure visitors are able to access the intended location(s).
• Communicates daily with departmental contacts and/or key stakeholders to ensure visitor logs are accurate and updated regularly.
• Enforces specific visitation guidelines as appropriate; consults with key stakeholders to determine exceptions to existing guidelines. Informs visitors of University policy and procedures, and independently determines appropriate next steps based on individual situation.
• Keeps abreast of changes policy, procedure and guideline changes to ensure compliance and safety for all visitors.
• Independently answers large volume of general inquiries involving all aspects of the University, including needs specific to the assigned location(s).
• Utilizing expert knowledge of available resources, uses critical thinking skills to ascertain individual needs/requests and provides accurate information. Directs visitors to proper resources as needed.
• Other duties as assigned

QUALIFICATIONS:

• High School diploma or equivalent required
• 2 years of customer service experience required;
• or equivalent combination of education and experience required.
• Ability to communicate effectively with a diverse population and work through interactions where barriers to communication are present required.
• Ability to handle highly stressful and emotional situations professionally and respectfully required.
• Strong communication skills required.
• Ability to diffuse difficult situations with tact, respect, and professionalism required.

Schedule: 8 AM-4:30 PM

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.