Summary:
Administration and management of the day-to-day Department of Residence Life (DRL) customer service operations. Advises and provides executive support to the Department of Residence Life (DRL) through a variety of functions. Knowledge of office, departmental and institutional procedures, practices, programs, and policies is required as well as the ability to use good judgement and exercise discretion to manage and develop confidential information and systems. Develops and distributes any other correspondence/reports as directed. Serves as a liaison to provide information, assistance and advice to departments, various constituents, and the public. The ability to operate a variety of office equipment and the ability to operate computer systems utilizing various office software packages is central to the performance of duties. Performs related duties as assigned.
Duties & Responsibilities:

• Responds to routine inquiries from clients (incoming and current residents, parents, faculty/staff, student organizations, etc.) to provide or clarify information regarding departmental services, policies, and procedures. This includes responding to, resolving, or referring all incoming queries and outgoing information via e-mail and web-based interfaces, phone, mail, and in-person visits. This generally involves the relay of information about housing facilities, how to apply for and/or cancel housing contracts, deposit information, student crisis notification, facility questions, etc.
• Provides point of initial contact for quality control concerns and consistency of related solutions (facility concerns, billing problems, roommate issues, etc.). This includes a liaison role between student applicants, university clientele, and external vendors. Composes routine correspondence regarding student applications, residency verification, resident compliance matters, utility/energy conservation, cancellation requests, etc.
• Routine tasks including filing, logging packages, move-in/move-out paperwork, mail dissemination, file preparation, customer service responses, etc. Maintains and orders office supplies utilized by all professional Residence Life staff members.
• Reports client feedback to senior Residence Life staff while addressing the situation to the appropriate administrator. This would include student and parental concerns, facility matters, suggested billing issues reported by clients, etc., to improve the overall student residential experience. This includes recording of the details related to the issues, inquiries, and interactions, including any actions taken.
• Oversees package room operations including incoming and outgoing packages. Serve as departmental liaison with mail and package carriers (USPS, UPS, FedEx, etc.). Manage mail and package transitions from semester to semester.
• Communicates with and informs campus clients and external stakeholders regarding recent improvements and departmental developments that occur semester to semester. Departmental changes could include staffing, infrastructure, process changes, physical facility updated, etc.
• Delegates tasks and trains student Housing Office Desk Assistants in tasks including filing, logging packages, move-in/move-out paperwork, mail and package dissemination, file preparation, application database entries and updates, customer service responses, etc.
• Conducts surveys and gathers information for senior Residence Life staff regarding occupancy status, move-in and move-out status, contractual returns, etc. Prepares information for the campus on departmental standards and policies such as resident reservation processes, move-in and move-out processes, energy conservation issues, etc.