Description

UPMC Mercy is hiring Full-Time Customer Service Team Leaders to support the New Mercy Pavilion!

Purpose:
Under direct supervision, provide personal customer service to all UPMC Mercy patrons in a manner consistent with the hospital's policy of service excellence and the Pennsylvania Motor Vehicle Code.

Responsibilities:

• Direct valets in directing/coordinating vehicle traffic.
• Utilize radio communication.
• Identify a problem and resolve it promptly or contact the appropriate resource.
• Respond to the needs of patrons with wheelchairs or other physical disabilities, using quick judgment on whether or not to assist them.
• Work as a team leader in resolving any problems that would conflict with the prompt delivery of the valet service.
• Issue parking tickets to all vehicles that pull into the driveway.
• Greet all patrons with a smile; identify themselves, and direct patron to the appropriate valet lane with the utmost personalized service.
• Respond to requests for information or assistance into the hospital.
• Ability to use independent judgment.
• Maintain a professional appearance (displaying UPMC ID at all times) and demeanor at all times.
• Demonstrate behavior above and beyond normal expectations on a consistent basis.
• Assist patrons in and out of their vehicles in a prompt and courteous manner.
• Report any damage or accident with a patron's vehicle.
• Monitor level of customer service and inform supervisor of any issues affecting a patron's satisfaction.
• Upon departure, ensure timely return of vehicle, verify the ticket stub and number, open door(s), and assist patrons into the vehicle if necessary.
• Present constructive suggestions and ideas to improve efficiency.
• Demonstrate sensitivity toward all patrons, using good judgment and being conscious of the emotional state of each individual.
• Greet patrons in a professional manner and exhibit the Basics of Service Excellence'
• Work as a team leader to direct vehicle traffic, acknowledge patrons' vehicles, and provide access to the medical center.
• Communicate with both escorts and valets via radio using proper radio etiquette at all times.
• Provide full attention to a situation; offer assistance without being asked.
• Must operate customer vehicles in accordance with the Pennsylvania Motor Vehicle Code.
• Ability to move a vehicle safely to the staging area, if needed.
• Adhere to philosophy and standards of UPMC Mercy by conveying respect, enthusiasm, professionalism, and a positive attitude in work situations with patient, peers, medical staff and visitors.
• Communicate any problems clearly and effectively with all valets via radio using proper etiquette at all times.

Qualifications

• High School diploma or equivalent preferred.
• Ability to operate all types of passenger vehicles.
• Excellent interpersonal and verbal communication skills.
• 1-2 years of customer service experience is required.

Licensure, Certifications, and Clearances:

• Driver's License
• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.