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Guest Services Rep II

urmc.rochester.edu Logo

University of Rochester

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Location:
United States of America , Rochester

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

18.00 - 23.81 USD / Hour
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Job Description:

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 Responsibility:

  • Serves as a problem solver, advocate and liaison for patients, visitors and staffs
  • Functions as a resource for patient and visitor information and assistance
  • Assists patients and/or visitors with wayfinding, transports patients and visitors, and maintains cleanliness of areas
  • 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

Requirements:

  • 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

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Parttime
Work Type:
On-site work
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