Job Description Summary: | In the heart of the nation’s capital with additional programs in Virginia, the George Washington University (GW) was created by an Act of Congress in 1821. Today, GW is the largest institution of higher education in the District of Columbia. The University offers comprehensive programs of undergraduate and graduate liberal arts study, as well as degree programs in medicine, public health, law, engineering, education, business and international affairs. Each year, GW enrolls a diverse population of undergraduate, graduate and professional students. As one of the largest private employers in the District of Columbia, the University seeks employees who support the teaching, research, and public service mission of the University.
The Customer Engagement and Service Enhancement Specialist position is a role within the Division of Safety and Operations (DSO) at The George Washington University. The primary focus of this position is to support the Division’s customer engagement and service initiatives within the various units. This position serves as a liaison to key stakeholder individuals/departments throughout GW to ensure appropriate service solutions are provided by the Division. This position will work closely with the Division to ensure timely responsiveness, effective coordination, consistent service delivery, and optimal operations of a diverse range of coordinated services within the Division. A core function of this position will be to ensure the Division continually strives to enhance its customer engagement and service initiatives while also finding and implementing new initiatives to assist with this effort.
Key job duties include:
- Provide assistance in the oversight of solving service-related issues that arise throughout the Division including but not limited to facilities and maintenance, housekeeping, major building projects/construction, campus planning, transportation shuttles, sustainable initiatives, safety, security and events;
- Develop and implement service metrics before/during/after major collaborative efforts with stakeholders to both help ensure the Division’s response is focused on enhanced customer engagement while also identifying key areas for improvement in future similar efforts;
- Lead Division efforts to coordinate with student led organizations (especially the Residence Hall Association or the Student Government Association) to improve service efforts, address specific concerns, or participate in new initiatives;
- Develop, supervise, and implement digital, visual, and traditional communication strategies that support the mission and vision of the organization, as well as, create and provide clear and concise opportunities to share information to Division staff, key campus stakeholders and customers on both a routine and emergency basis;
- Manage one full time employee (Stakeholder Engagement Coordinator) student interns
- Cultivate relationships and build consensus with administration and stakeholders with regard to the 2027 Campus Planning initiative;
- Responsible for research and publication of updates on campus planning report requirements and associated materials as outlined within campus plan and zoning approvals as well as collaborating with all associated university, regulatory and neighborhood stakeholders in the creation and dissemination of this information.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as deemed necessary.
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Minimum Qualifications: | Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 5 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study plus 3 years of relevant professional experience. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience. |
Preferred Qualifications: | The ideal candidate will have a proven track record of integrity and success in prior roles with the ability to apply sound judgement and build consensus with University collaborating departments and stakeholders, local governing agencies and also residential and institutional neighborhoods adjacent to GW campuses. Communication and interpersonal skills with the ability to work collegially across all levels of the organization in a fast paced and changing environment is desired.
This position desires an individual with the following characteristics: - Commitment to GW’s values;
- Intellectual, professional and a person of integrity;
- Honest, with the highest ethical standards;
- Passionate, collaborative, strategic, and smart with a hands-on, roll-up-the-sleeves orientation;
- Ability to work independently. Self-starter; hard worker. Takes initiative; very high energy;
- Personally accountable. Assumes ownership, control and accountability for all areas of responsibility and commitments made to others;
- Sincere, open, and direct communicator. Puts organizational interests above self-interests and is comfortable expressing candid opinions;
- Highest levels of responsiveness;
- Combination of strong intellect that is combined with a practical and realistic common sense understanding of how to get things done;
- Ability to demonstrate initiative, a strong desire to succeed and exert the extraordinary effort often required;
- Ability to work in a fast-paced, high growth, entrepreneurial environment;
- Ability to work with faculty and staff in a respectful way;
- Establish trust and credibility with institutional leadership and across the University;
- Seeks “win-win” solutions to help foster continued integration and collaboration;
- Flexible and receptive to change; and
- A positive “can-do” attitude
ADDITIONAL KNOWLEDGE, SKILLS, AND ATTITUDE
- Sensitivity for and understanding of academic disciplines and issues;
- Ability to work with faculty, staff, and professionals in multiple settings and locations and to promote diversity in the workplace;
- Appreciation for the data that will be required to make meaningful management decisions;
- Comfort with loose, matrix organizational structures; and
- Recognizes that being effective and results oriented is paramount.
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