Job Overview

Coordinate day-to-day operations for a comprehensive Housing Services program, including daily processing and customer service activities related to contracting, room assignments, billing, and room changes for campus residents.

The employee has the opportunity to request a hybrid work schedule after 30 days of employment. Hybrid working arrangements are subject to change in accordance with University policies.

Essential Functions

• Assist with developing and coordinating contracting processes, room assignments, contract review, room changes, and bill processing for campus residents.
• Provide excellent customer service for campus residents and provide hands-on support to call center staff. Serve as an escalation point for referrals requiring supervisory authority.
• Maintain current understanding of the Housing Management System, Housing call center software and related systems for day-to-day processing needs.
• Develop ad hoc reporting. Assist staff members with design and development of reports.
• Maintain statistics and provide regular reports on processing activities and performance.
• Serve as liaison with other university offices.
• Resolve complex problems, work with appropriate staff to develop and implement intervention strategies using professional counseling techniques. Make expert referrals as needed.
• Design, develop, implement, and coordinate programs for students and other customers. Coordinate with other Campus Services departments on offerings and services.
• Develop and implement programs to assess student needs and expectations.
• Will be required to be on-call and/or have weekend responsibilities during heavy volume time periods (move in / move out) or to support response to emergency situations.
• Support activities of call center personnel and operations, including assisting with the hiring, training, scheduling, and evaluation of student staff and assisting with live call support.
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

• Bachelor's Degree.
• Five (5) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Required Experience

One (1) year of experience as a service provider.

Additional Qualifications Considered

• Three or more years in a service provider role
• Experience using Databases or Information Systems
• Experience working in housing industry (college, university, hotel, or property management)
• Experience working in a college or university

Physical Requirements/Work Environment

Application Process

Interested and qualified applicants must apply online and include a cover letter of interest, a current CV/Resume, and contact information for three professional references. All other documentation can be uploaded using the Additional Documents section in the application. Applications without the required materials will not be considered for the position.