Front Office Coordinator

Job Summary

Performs duties under direct supervision but works independently to assist with the coordination of a variety of projects and activities in support of the day-to-day processes of University Housing Services. The incumbent is responsible for providing department wide reception and clerical support. The incumbent will provide department support in customer service, managing phone calls, answering general housing questions and emails, and appropriate treatment of confidential information.

Key Responsibilities

• Answers telephone calls, takes messages and screens calls for all Housing staff. Responsible for screening voice mail messages to all department phone lines; responds, documents and or redirects as appropriate.
• Maintains schedules associated with Housing processes including interviews.
• Monitors department radio communication to facilitate maintenance needs.
• Captures and distributes application materials and selection processes for UHS including Residential Life Student Staff selection and administrative student assistant applications, and new hire paperwork.
• Coordinates hiring, training, scheduling and evaluation of student assistants for the UHS Front Desk.
• Provides workflow and work coordination and monitors work of student assistants.
• Greets students, staff and general public. Answers inquiries concerning Housing and related functions.
• Maintains schedules associated with Housing processes including interviews.
• Tracks department wide student inquiries for year end analysis.
• Coordinates Early Arrival process for residents needing to move in early in August to their residence hall rooms.
• Makes information available to residents via the Housing website.
• Works with supervisor and IT to set up the Early arrival application on the Housing portal, through the Starrez database.
• Works with campus departments to provide information on how their students can apply early and move in early if needed.
• Works with accounting to bill campus departments that are responsible for early arrival student charges.
• Reviews all early arrival requests and approves or denies.
• Coordinates the Housing office Live Chat feature on the Housing website.
• Responds daily during business hours to all live chats that come into the Housing website.
• Collects information regarding housing processes, policies and important dates for Chat Bot questions and answers.
• Meets with housing staff and reviews Housing and University websites for information. Creates content for the Chat Bot questions and answers.
• Works collaboratively and serves as counterpart/back-up for other Receptionist.
• Assists in documenting department policies and procedures and trains department staff in their implementation.

Knowledge, Skills & Abilities

• Demonstrated knowledge of computer applications: MS Word, Excel, Internet tools.
• Ability to learn and use Housing Database system.
• Ability to learn and use the Housing and University Live Chat feature for the Housing website.
• Ability to learn, set up and use the Housing Chat Bot feature for the Housing website.
• Experience to be fully functional in all technical aspects of work assignments.
• Thorough knowledge of University methods, procedures, and practices.
• Thorough knowledge of English grammar, business writing, punctuation, and spelling. Ability to compose and appropriately format correspondence and reports.
• Ability to work independently and handle multiple work unit priorities and projects.
• Ability to solve common and unique problems using reasoning and judgment to develop practical, thorough, and creative solutions.
• Ability to apply independently a wide variety of policies and procedures where specific guidelines may not exist.
• Demonstrated competence in effectively presenting standard information in writing.
• Ability to coordinate and prioritize multiple administrative and clerical tasks for a variety of users, set schedules, and complete projects accordingly.
• Ability to coordinate and direct the student assistants.
• Ability to maintain confidentiality and appropriately handle sensitive communications with employees and external agencies.
• Ability to display a strong sense of commitment to customer needs, and possess excellent customer service and public relations skills.
• Ability to communicate with constituents in a professional and respectful manner.

Required Qualifications

• Equivalent to a bachelor’s degree in a related field.
• Relevant education and/or experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.

Preferred Qualifications

• Bachelor’s Degree in Education, Hospitality Management, Business Administration, or a related field.
• Experience supervising student staff.
• Experience coordinating an administrative process.
• Experience in an educational and/or residential setting.
• Customer Service experience.