Position Number: 010565

Department: Housing and Residence Life (Adm)

Employment Type: Permanent - Full-time

Months Per Year: 12

Essential Duties and Responsibilities:

• Create, adjust and distribute schedules for housing tours and student office coverage by term to ensure sufficient coverage for Admission tours, walk in tours and maximum student office coverage for Assignments.

• Serve as department liaison for the Assignments Team with Admissions, Disability Services, Office of International Programs, Athletics, Honors/Levine and the learning communities assignments and recommend needed process or staffing changes to support university initiatives.

• Serves as the on- site supervisor for both students and full time staff in the absence of the Associate Director for Administration.

• Create and monitor the budget for the Housing Ambassador Program.

• Process and submit all Housing Ambassador time sheets as required by University protocols.

• Make recommendations on marketing expenditures to support customer outreach initiatives for both onsite and regional events.

• Research residents account history and process all housing related charges and credits on a daily basis

• Create and maintain a comprehensive Housing Ambassador training program that include industry based customer service, marketing and communication modules that promote the benefits and importance of living on campus.

• Conduct biweekly meetings with Housing Ambassador Team to ensure sharing of internal marketing updates, changes from campus partners, group processing of problems, identification of department sanctioned responses to inquiries and to reinforce department performance standards.

• Maintain a working knowledge of occupancy management and relevant information systems to develop and implement appropriate protocols, including: applications and website processes, university billing financial systems, inventory management, configurations and auto allocation.

• Serve as a primary presenter for all university events requiring presentations about on campus housing (ie Explore, Admitted Students Day, new student orientation and all requested regional outreach events with Admissions).

• Conduct and review daily billing file for errors and work with Associate Director and Student Accounts to resolve issues.

• Review all student ineligibility and compliance reports weekly to identify students and notify essential staff for action required for students that need to be removed from campus.

• Review and coordinate housing placement of general and special student populations to ensure compliance with university and federal guidelines.

• Orient, create work plans and evaluate all Housing Ambassadors.

• Conduct ongoing tracking and evaluation of tour program to identify and address needed program changes.

• Conduct biweekly meetings with Housing Ambassadors to update and provide guidance on sensitive matters.

• Conduct data collection and necessary follow up on all complaints received from Admissions, other campus partners, visitors, parents or residents and keep Associate Director for Administration informed of progress.

• Mediate and appropriately address any less than optimal interactions between campus visitors and our student or full time frontline staff as needed.

• Coordinate all Housing Ambassador and student worker applications and selection process.

• Recommend changes to salary and employment status for student staff.

Minimum Experience / Education:

Required Minimum Qualifications:

Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

University Preferred Qualifications:

Graduation from a four year college or university and two years of related experience; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Education Skills and Experience:

• Bachelor’s degree from an accredited college or university.

• Previous experience working in a university Housing and Residence Life Department strongly preferred (Housing and Residence Life Advisor, Program Assistant or Coordinator).

• Experience using Microsoft Office Suite programs, Google Suite, and Mercury/StarRez.

• Experience managing customers with high expectations.

• Experience working with a wide variety of campus partners.

• Resourcefulness, attention to detail, and ability to monitor multiple tasks in a very busy office environment.

• Must have the ability to decrease tension and mitigate personal conflict between stakeholders (families, students, university staff and visitors).