"Guest Services Specialist"

The Division of Public Safety and Security (DPSS) leads all public safety functions within the university, including police, security, and emergency management, and offers an integrated approach to safety and security, operating 24 hours a day, seven days a week, 365 days a year. DPSS combines Ann Arbor, Dearborn, and Flint operations to provide students, visitors, faculty, and staff with a safe and secure environment. Through our partnerships across the university and local, state, and federal law enforcement agencies, we use a blended service model to meet the needs of our community and exceed expectations.

The Guest Services department seeks to fill several Guest Services Specialist (GSS) positions. As a GSS, you are a member of DPSS and report to a GSS Supervisor. You will provide guest relations functions and security screening and will be the first contact for staff, patients, families, and visitors. You will facilitate a safe environment for patients, families, and visitors, providing service beyond expectations.

Recognizing your dedication and contributions, the Guest Services department offers a comprehensive salary program tailored to reward long-term commitment and excellence. As a Guest Services Specialist, you are eligible for a 7% increase in salary after completing one year of employment. This approach to compensation underscores our commitment to fostering a supportive and rewarding work environment for our team members.

• Use your customer service skills and inclusive mindset to respectfully work with all community members
• Anticipate customer needs and use your problem solving skills to find constructive solutions to difficult situations
• Be the initial greeter for all individuals entering the buildings
• Handle protected health information with confidentiality and discretion
• Communicate with community members verbally, by phone and e-mail and security radio
• Create and issue ID badges and screen individuals according to security protocols
• Offer assistance for way-finding, parking validation, deliveries and other requested information
• Uphold visitation and other applicable policies, procedures, guidelines and restrictions
• Monitor the immediate environment, report any suspicious activity to Michigan Medicine Security and share relevant information
• Assist during emergencies that may include fire, natural disasters and health-related situations
• Move throughout the building to assist our patients and families

Graduation from high school or GED equivalent and at least six months customer service experience

Demonstrated commitment to a respectful, inclusive environment

Interest in handling large volumes of customers in a healthcare setting and balancing multiple priorities

Demonstrated proficiency with standard business software applications including Microsoft and Google applications

You must pass a comprehensive public safety background investigation and drug screening

All members of the Division of Public Safety and Security (DPSS) are considered Campus Security Authorities (CSAs) under The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. As such, you are required to report Clery reportable offenses that come to your attention. DPSS employees are required to complete Clery Compliance Training within the first 14 days of employment and annually thereafter.

This position is a 100% regular appointment and is 40 hours per week. The department is a seven (7) day per week, twenty-four (24) hour per day operation. Work schedules are typically 12 hour shifts and may include extended shifts, nights, weekends, afternoons, holidays and occasional unanticipated overtime. You must pass a thorough background investigation and drug screening.