Description
Ensure consistent and reliable customer service delivery during peak operational and 24/7 transition periods for residential area office. Recruit, hire, train, and evaluate a varied team of student customer service assistants; design and facilitate comprehensive training sessions on university policies, customer service, and technical skills; and manage complex staff scheduling to ensure consistent and reliable service delivery. (20%)
Maintain accounting/ bookkeeping records for office services and guest housing programs. Execute and verify financial transactions for office services and guest housing programs, confirming payments and recording data in housing management software, while reconciling daily financial records and perform data analysis and regular audits of office accounts, inventories, and service transactions to ensure compliance with university fiscal policies. Coordinate the procurement of office supplies and residential materials, monitoring inventory levels and tracking expenditures against the area budget. (20%)
Process confidential information. Oversee the coordination, organization, audits, and distribution of residential, master, and access keys, maintain rigorous security protocols for tracking and retrieval. (13%)
Direct high-volume mail and package distribution systems for over 5,000 residents in accordance with federal guidelines and established departmental procedures. (13%)
Coordinate the area office logistics for residential move-in, move-out, and break housing, specifically managing the systematic execution of check-in and check-out procedures, the verification of occupancy status within the housing database, and the administrative oversight of front-desk transition workflows. (10%)
Act as a source of communication and coordination for Residence Life staff regarding administrative housing functions, ensuring seamless alignment on operational policies, procedural updates, and departmental expectations to maintain an integrated residential enterprise. (8%)
Manage the reservation database and logistical coordination for residential multi-purpose rooms, serving as the primary liaison for campus community requests. (8%)
Initiate and follow-up on professional correspondence and confidential information related to student and guest housing needs, service concerns, and behavioral issues, ensuring all interactions are handled with extreme discretion, empathy, respect, and a warm, practical tone. (8%)
NONESSENTIAL FUNCTIONS
Perform other duties as assigned. (<1%)
CONTACTS
Department: Daily contact with the assistant director of university housing. Regular contact with the associate director of university housing, director of university housing, and daily or frequent contact with all full-time professional, clerical, secretarial, and maintenance staff to exchange information.
University: Frequent or periodic contact with staff at all levels in Campus Services, Dining Services, Parking and Transportation, Facilities Services, Access Services, Safety Services, and CWRU Police & Security to exchange information.
External: Daily contact with family members of university students, vendors, and other guests to the university and department to exchange information.
Students: Daily interaction with graduate and undergraduate student employees. Daily customer service interaction with students and other members of the university community to exchange information.
SUPERVISORY RESPONSIBILITIES
Provide supervision to undergraduate student staff, provide functional supervision in the selection, training, scheduling and evaluation of student customer service assistants. Approve all work hours for student staff working in the customer service assistant capacity.
QUALIFICATIONS
Experience: 3 to 5 years of experience
Education: Minimum of high school education (prefer some college).
REQUIRED SKILLS
Excellent interpersonal communication, organizational abilities, and customer service skills, including the ability to multitask many responsibilities. The job requires continual contact with students, prospective students, parents, alumni, staff, faculty, and other university guests to answer questions, assist with problem resolution, and provide accurate information and referrals regarding the office.
Proficient in planning and logistics, and have comprehensive computer literacy.
The ability to work independently with initiative and minimum supervision is essential to success.
Knowledge of Case administrative policies and procedures is preferred.
Microsoft Office, copiers, database maintenance.
Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to meet consistent attendance.
Ability to interact with colleagues, supervisors, and customers face to face.
Willingness to learn and work with artificial intelligence (AI) tools and technologies.
WORKING CONDITIONS
General office environment. The employee will perform repetitive motion using a computer mouse and keyboard to type. The employee will also be required to lift items, use a hand truck, and push carts filled with packages.
