Residential Desk Services Supervisor

About the role

Department: Student Housing & Res Life

Provide guidance and leadership of a residential service desk to ensure consistent quality of customer service is provided to all residents and visitors in accordance with Student Housing & Residential Life standards. Receives and responds to the more difficult customer inquiries and complaints. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities, and residential desk department related administrative work.

Provide operational and administrative support to a residential area. Provides front-line leadership, supervision, and customer service for 24-hour residential desk. Administratively support student success in residential area.

Responsibilities

• Supervise residential desk operations and services by completing daily tasks and assist with residence hall desk related functions such as room assignments and transfers, room and building access, key audits, facilities walks and follow-up, and process electronic paperwork.
• Assist with recruitment, hiring, training, supervision, and evaluation of student desk staff; develop desk schedule, approve time, and conduct staff meetings; communicate effectively with all staff and provide information necessary to deliver excellent customer service in accordance with Student Housing & Residential Life standards; assign and instruct desk student staff in details of work and monitor desk traffic; may perform the duties of the desk as needed.
• Resolve customer inquiries and complaints by investigating, researching, and negotiating resolution to the situation.
• Assist visitors and/or students in person, via telephone, or email and provide general information to students and/or individuals outside of the University; verifies information.
• Accept and process requests for official university information or documents; provide instructions on how to obtain university information or documents.
• Perform regular facility walks, submit fix-it requests, and confirm completion. Communicate on-going concerns.
• Provide administrative support to Assistant Director and Residential Life Coordinators in area by scheduling academic interventions and other requests; assist staff with purchasing.
• Perform other job-related duties as assigned.

Requirements

• Basic knowledge of grammar, spelling, punctuation, and simple mathematical functions (percentages, ratios, etc.) typically acquired through a high school diploma or GED.
• Minimum of three (3) years of directly job-related experience.
• Education may be substituted for experience.

Pay

Salary: $20.67 – $23.51 per hour