Campus Welcome Services Lead (12 Month Fixed-Term)

USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day.  Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

In the ever-expanding city of Los Angeles, Trojans need reliable and convenient transportation options. USC Transportation has risen to meet that need, operating parking structures, busses, student-run Campus Cruisers and a fuel station. To meet the unique needs of each Trojan, Transportation also coordinates with numerous taxi companies and rental car agencies to provide a vast source of transit options. A division of USC Auxiliary Services, Transportation is always looking for new ways to make USC safer and more convenient for students, athletes, faculty, staff, and visitors.

We are seeking a Campus Welcome Services Lead (12 Month Fixed-Term)to join our rapidly growing team.

The Opportunity:

Our Campus Welcome Services Lead coordinates and monitors guest-service booth operations to ensure best quality practices are met daily. Performs and supervises guest-service work in a fast-paced environment, ensuring guest needs are met in accordance with industry best practices. Develops and maintains open, positive, effective, and constant communication with university guests. Partners with management to accomplish team goals and communicate area needs with appropriate stakeholders.

The Accountabilities:

• Trains, supervises, coaches, and counsels guest service employees. Leads employees to comply with university and department policies and procedures. Provides consistent employee feedback, maintaining professional composure and confidentiality as appropriate. Resolves employee issues, escalating to senior
  leadership as necessary.

• Ensures department adherence to all applicable safety and loss-prevention procedures and best practices. Upholds image standards through regular checks and employee briefings. Disciplines department employees as necessary or appropriate.

• Follows up on work orders and resolves any complications efficiently and on time. Efficiently transitions shift handover to incoming lead by thoroughly communicating employee incidents and other area updates. Assists management with providing feedback on scheduling for operations.

• Successfully completes all required administrative functions in a timely manner. Assists employees with credit card and reservation handling duties and inventory reconciliation. Conducts regular supply inventory audits and oversees items needed for move-in/out (e.g., labels, envelopes, signage). Maintains and orders supplies for booths, field office, and other areas as needed.

• Demonstrates university’s unifying values to achieve personal goals while benefiting employees and the university. Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics. Understands and promotes a safe work environment by adhering to all applicable policies, procedures, and guidelines.

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

The Qualifiers:

• Minimum Education: High school or equivalent. Combined experience/education as substitute for minimum education.

• Minimum Experience: 3 years.

• 2 years in customer service, administration, or relevant fields.

• 1 year in a management role.

• Minimum Expertise:

  • Proven knowledge of parking operating procedures, layouts, configurations, and inventories.

  • Proven interpersonal, analytical, and oral and written communication skills.

  • Demonstrated experience interacting with communities of diverse cultures, backgrounds, and socioeconomic status, exercising diplomacy, tact, and discretion.

  • Ability to help foster environments of trust, collaboration, transparency, and accountability.

  • Proven organization and project management skills, able to successfully multitask and shift priorities.

  • Experience resolving conflicts, problem-solving, and encouraging partnerships.

  • Ability to understand and apply policies and procedures.

  • Excellent written and oral communication skills.

  • Valid CA driver's license required. Position will participate in the Department of Motor Vehicles (DMV) Pull Notice System. A copy of DMV record will be required as a final condition of employment. For more information please visit the policy website.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

What We Prefer:

• Preferred Education: Bachelor's degree.

• Preferred Experience: 5 years in customer service, handling financial transactions in a high-volume environment.

• 2 years in a leadership role, advising and counseling subordinate staff.

• Field of Expertise: Experience with special events.

• Experience in a university environment.

• Fluency in one or more language in addition to English (e.g., Spanish, Korean).

Other Job Factors:

• May be required to work weekends, evenings, and/or holidays.

• Must possess the ability to walk to and from work site while carrying departmental supplies and materials.

• Must be able to stand at-will, with the possibility of some work being performed outside the work site during inclement weather.

The Trojan Family Rewards:

We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit http://benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity, equity and inclusion in the workplace. The work culture thrives on mutual respect, trust and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The hourly rate for this position is $23.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.