Customer Communication Specialist

Location
California, United States
Posted
04 Jul 2019
End of advertisement period
04 Sep 2019
Ref
83801
Contract Type
Fixed Term
Hours
Full Time

Welcome to Land, Buildings & Real Estate

Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University’s physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university’s academic mission, as well as preserving and enhancing Stanford’s 8,180 acres, and pride ourselves on supporting the teaching and research of the university as “Caretakers of a Legacy."

Parking & Transportation Services (P&TS) manages Stanford’s award-winning Transportation Demand Management program, which includes Stanford’s Commute Club, free Marguerite shuttle, transit and car-free options, bicycle program, and parking operations.

JOB DESCRIPTION

TDM Customer Communication Specialist

Please note: This position is a one-year and located in the new Stanford Redwood City campus.

Job Family: Marketing
Job Series: Marketing Specialist 1
Job Code: 4892
Grade: G
Exemption: Exempt

Note: Not all unique aspects of the job are covered by this job description

SPECIFIC DUTIES:

  • Act as a key point of contact and subject matter expert for transportation programs at Stanford Redwood City (SRWC). This includes acting as a liaison (under the direction of the Marketing & TDM Program Supervisor) between Parking & Transportation Services, SRWC Operations, and SRWC commuters on all transportation programs and issues, including shuttles, parking for commuters and visitors, bicycling, retail, and transportation demand management (TDM) programs.  
  • Plan, implement, and staff outreach events, including the weekly new employee Welcome Center.
  • Provide marketing and communications support—including writing outreach messages, drafting web content, and producing collateral—for all SRWC transportation programs and issues.
  • Implement design of SRWC marketing and outreach communications—including images, ads, banners, and posters—by working with vendors at the direction of the TDM team.
  • Develop and present SRWC graphs, reports, and analysis to inform management decisions by utilizing the P&TS customer database and software tools.
  • Provide support for Commute Club operations and customer service. This includes responding to customer inquiries via phone and email, problem resolution, and providing commute planning assistance. Ensure the highest levels of customer service.
  • Provide guidance to customer service staff on established SRWC-related TDM policies, processes, and procedures.
  • Knowledge of transportation issues and/or transportation demand management (TDM) is desired 

JOB PURPOSE:

  • With minimal supervision, participate in the development and implementation of marketing initiatives that enable programs, services, events and/or products to meet business objectives. Support cross-functional collaboration across the organization.
  • Support Stanford’s transportation programs at its Stanford Redwood City campus, including Transportation Demand Management programs such as the Commute Club:
  • Stanford Redwood City (SRWC) is a new 35-acre Stanford campus that serves as the workplace for about 2,700 employees and a center of excellence for critical areas that support the university's mission of research and education.
  • Stanford’s Transportation Demand Management (TDM) program is nationally and internationally recognized as a leader in the field. Through a variety of incentive programs, it works to promote sustainable transportation and reduce single-occupancy vehicle commute trips to the main campus and Stanford Redwood City campus.
  • The Stanford Commute Club is a TDM incentive program, which rewards eligible commuters who forgo a long-term parking permit and, instead, choose sustainable transportation as their primary commute. 

CORE DUTIES*:

  • Execute marketing strategies to meet business objectives.
  • Implement marketing plans/programs to meet business objectives, including collaboration with internal stakeholders and vendor partners.
  • Write, edit and schedule select marketing communications, which adhere to communications and brand strategy for a variety of channels (i.e., web, print, email, online).
  • Manage the design and production of select marketing materials.
  • Conduct competitive benchmarking and analyze campaign/program/service/event effectiveness used to inform decisions regarding strategic marketing direction, product segmentation and customer targeting.
  • Assess market opportunities and research market trends.
  • May plan and execute events to support marketing objectives.
  • Monitor and oversee product/program budgets to meet program goals.
  • Coordinate vendor estimates and invoice processing.

* - Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:

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

Knowledge, Skills and Abilities:

  • Previous experience in product, program and/or services marketing.
  • Ability to work independently to meet expected deadlines and schedules.
  • Experience with managing projects.
  • Knowledge of marketing across channels including digital and print.
  • Familiar with market research and data analysis.
  • Creative problem solver.
  • Excellent oral and written skills.

Preferred Qualifications:

  • Excellent customer service skills.
  • Excellent presentation skills.
  • Ability to work as part of a team with internal and external constituencies
  • Excellent organizational skills.
  • Proficiency in compiling data, organizing it, and submitting it in the form of reports, analysis, and recommendations.
  • Detail-oriented with a high degree of accuracy.
  • Demonstrated skills in problem solving and facilitating positive, win-win outcomes.
  • Ability to work independently, demonstrating initiative and sound judgment.
  • Experience with Adobe Creative Suite and ArcGIS preferred.
  • Experience with or basic understanding of transportation programs and/or Transportation Demand Management (TDM) and/or marketing is desired.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

  • Constantly perform desk-based computer tasks.
  • Frequently stand/walk, sit, use a telephone, grasp lightly/fine manipulation, speaking.
  • Occasionally grasp forcefully, writing by hand.
  • Rarely sort/file paperwork.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

WORKING CONDITIONS:

Occasional work on evenings and weekends.

WORK STANDARDS:

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, https://adminguide.stanford.edu.

Additional Information

Schedule: Full-time
Job Code: 4892
Employee Status: Fixed-Term
Grade: G
Requisition ID: 83801