Housing Occupancy Management Coordinator

Housing and Real Estate Services (HRES) is seeking a Housing Occupancy Management Coordinator to join the team that develops, implements, evaluates, and maintains systems and processes for undergraduate and graduate students. This role supports assignment processes, including billing, annual graduate and undergraduate room selection, access coordination, intra- and inter-departmental operations, and data analytics. The team provides customer service through HRES in coordination with The Service Point, an integrated service center.

About the role

The Housing Occupancy Management Coordinator administers and coordinates housing space assignment, billing, and record systems for approximately 5,200 undergraduate and 1,800 graduate students during the academic year, while also managing ongoing and ad-hoc projects. The role supports the approximately 250 University-owned and managed faculty/staff rental units as needed. The Coordinator enhances the online and in-person experience for customers, resolves issues efficiently, and participates in cross-functional customer service initiatives within University Services.

The successful candidate must work independently, accurately, and with discretion in a fast-paced environment, demonstrating strong multitasking abilities, excellent communication skills, and a detail-oriented, organized approach. A positive attitude and welcoming demeanor are essential for serving as a representative of the HRES office.

Responsibilities

• Housing Occupancy Management, Systems, and Business Administration
  • Issues electronic housing contracts for academic year and summer programs, serving undergraduate, graduate, summer, and non-degree students (e.g., Visiting Scholar Research Collaborators, visiting and exchange students), and assists with faculty/staff contracting and billing.
  • Supports academic year and summer housing application and room selection processes for undergraduate and graduate students.
  • Processes billing for contracts, fire safety violations, damages during occupancy, and security deposit deductions, ensuring accuracy and confidentiality; collaborates with the Operations team on appeals.
  • Prepares housing system requirements for undergraduate and graduate programs and partners with third-party operators to ensure seamless resident services (e.g., move-in, billing, transfers, move-out).
  • Assists with the Housing Turnover Process (HTP), including confirming schedules, submitting service requests, and aligning turnover dates with graduate student and faculty/staff arrivals.
  • Serves as a contact for undergraduate and graduate dormitory keyless lock systems, troubleshooting access issues, liaising with the Department of Public Safety, and revising policies and procedures.
  • Collaborates with the Communications Specialist, Engagement team, and Service Point to develop housing documents (e.g., Draw Guide, application materials, informational resources).
• Online and In-Person Customer Service
  • Provides exceptional online and in-person support for undergraduate and graduate students, families, and internal/external administrative offices using the ServiceNow system.
  • Supports the distribution of work notifications for planned outages and emergency shutdowns to housing residents.
  • Ensures quality and consistency in customer interactions, supervises and trains casual and student employees, and assists with issue resolution.
  • Advises Engagement and Housing Facilities staff on situational problem-solving and implements communication programs for student housing, including website content maintenance.
  • Serves as the point of contact in the absence of the Associate Director as directed.
• Departmental Business Cycle Process and Program Administration
  • Manages recurring and transitional projects, including non-term time housing assignments and accommodations processes.
  • Coordinates the distribution of manual keys and collection of University-provided appliances (e.g., microfridges, Wi-Fi hotspots, temporary heating/cooling units).
  • Provides housing data to campus partners (e.g., ODOC, ODUS, Facilities, Department of Public Safety) to support student-facing initiatives and University operations.
  • Assists with move-in and move-out planning, including relocation administration for transitions between academic year, bridge housing, summer housing, and early arrivals.
  • Ensures clear and consistent communication within HRES, University Services, and partner offices (e.g., Dean of the College, Graduate School).
  • Serves as a census liaison, providing data for monthly and yearly inquiries.
• Communication, Innovation, and Data Analysis Administration
  • Collaborates with vendors and internal technical departments to revise, improve, and address system functionality.
  • Works with the Housing Information Technology Analyst and IT project teams to ensure accurate communication of processes and service delivery.
  • Initiates and assists with timely updates and maintenance of the website.
  • Generates reports and analyses from information management systems, queries data, and supports data analytics efforts.
• Other Duties
  • Performs additional duties as assigned.

Qualifications

• Essential Qualifications
  • High School diploma and 3–5 years of applicable office and customer service experience.
  • Experience delivering customer service both online and in person.
  • Availability to work a flexible schedule, including on-site support for major University housing events (e.g., Move-In and Move-Out weekends, often on holiday weekends like Memorial Day and Labor Day).
  • Availability during non-business hours to respond to after-hours occupancy-related inquiries.
  • Excellent multitasking skills, with the ability to organize and complete multiple tasks simultaneously.
  • Strong written and oral communication skills.
  • Keen attention to detail and accuracy, particularly in handling financial processes and confidential data.
  • Professionalism in a public-facing role, with tact and diplomacy in difficult situations.
  • Ability to work well under pressure and balance project leadership with service support.
  • Self-motivation and strong time management skills.
  • Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Access, Outlook).
  • Experience with housing system software (e.g., StarRez) or demonstrated ability to learn quickly.
  • Ability to create reports, analyze data, and solve problems creatively and collaboratively.
• Preferred Qualifications
  • Bachelor’s degree.
  • Experience in an academic or university setting.
  • Proficiency in case management software (e.g., ServiceNow) or computerized maintenance management systems (e.g., Maximo/Planon).
  • Experience with web content editing and management.

Pay

The posted salary range represents the University's good faith and reasonable estimate for a full-time position.