Housing Operations Assistant - Campus Life

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Description

The Housing Operations Assistant is responsible for guidance and leadership of a residential customer service center to ensure consistent quality customer service is provided to all residents and visitors. Supervises service center operations by completing daily tasks, and assisting with department related functions such as lockouts, key audits, and maintenance requests, ordering supplies etc. Responds to customer inquiries, requests, and complaints. Interacts well with students, parents and families, university community, and guests, and is able to convey information promptly and accurately. Maintains a high level of professionalism. This position requires a collaborative approach with other staff of the housing operations, residence, sorority, and fraternity life teams to meet departmental goals.

KEY RESPONSIBILITIES: 

• Responsible for service center operations in person, via email, and on the phone.
• Oversees the day-to-day service center activities of student staff to ensure they expertly and effectively communicate key information to constituents (prospective and current students, parents and families, campus partners, and guests).
• Provides service center operations by completing daily tasks, including check-ins and check-outs, record-keeping, mail, and package handling, and assisting with department related functions such as room assignments, key audits for occupancy verification and process paperwork.
• Maintains accurate key inventory, key security, and key check in and out processes for residential facilities and submits work orders for key and core changes.
• Works with housing operations staff on administrative processes including housing applications, assignments, room moves, residency verifications, and census bureau counts, tours, website updates, damage appeals, and other business processes.
• Supervises service center student staff, assigns service center related work and prepares student staff work schedules.
• Trains and on-boards new student staff.
• Assists with the housing operations e-mail account and routine correspondences, screens department phone calls, and connects callers to the relevant department or resource.
• Assists students, families, guests, in person, by telephone, and in writing and functions as a resource and referral agent for university resources and programs.
• Refers or resolves concerns or complaints by conducting thorough research of situation and offering the most effective resolution.
• Communicates effectively with all service center staff and provides them with the necessary information to provide excellent customer service.
• Monitors performance of student staff and recommends training needs.
• Creates and modifies processes and documents for the service center to increase efficiency.
• Provides coverage or back-up for the Raoul/Clairmont service centers as needed. Attends and participates in department events and division meetings.
• Keeps current on industry best practices and technological innovations as related to position and notifies management of opportunities and makes recommendations on process improvements.
• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS:

• A high school diploma or equivalent, and three years of customer service experience.
• Excellent oral and written communications skills.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Excellent organizational skills.
• Ability to manage multiple tasks, set priorities, and work independently in a demanding environment.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location.  Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee. 

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week's advance notice is preferred.