Contributes to the creation of a positive on campus residential experience by functioning as a front-line customer service professional for Campus Housing. Performs a diverse range of administrative duties with a high level of independence and accountability using multiple enterprise systems. Assists with the coordination of the student housing and assignment processes according to institutional and departmental policies and procedures. Coordinates the move-in/out appointment and the room condition reporting processes in StarRez and assists in managing the room change and contract cancellation request process.

High School diploma and a minimum of two years directly related customer service and administrative experience. Bachelor’s degree preferred and may be substituted for related work experience. Candidates with an equivalent combination of experience and/or education are encouraged to apply. Experience with college/university customer service is preferred. Must be proficient working with Microsoft Office Suite software. Candidates with an equivalent combination of experience and/or education are encouraged to apply.

Exceptional customer service skills and ability to manage multiple tasks in a fast-paced environment. Must be well organized, personable and detail-oriented. Excellent verbal and written communication skills. Knowledge of (StarRez) campus housing and meal plan system, (AiM) facilities management system, or Let’s Talk (customer engagement) system a plus. Excellent interpersonal skills; ability to effectively manage and facilitate work with diverse individuals and organizations; ability to establish and maintain collaborative working relationships with both internal and external colleagues. Ability to work both independently and as part of a professional decision-making team. Ability to make decisions and resolve problems. Ability to understand, interpret and explain policies and procedures in an engaging manner. Ability to maintain a courteous demeanor under stressful circumstances. Ability to learn, master and adapt quickly to new technology and software. Familiarity with FERPA a plus.

This position may be required to work a flexible schedule, with occasional evening and weekend hours. Must be able to navigate an urban campus and historic buildings that do not have elevators and lift 25 pounds.

Please complete the application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

*Salary is commensurate with education/experience which exceeds the minimum requirements.

Offers of employment are contingent upon a successful background and credit check.

All applications must be submitted online https://jobs.cofc.edu.

The College of Charleston is an equal opportunity employer and does not discriminate against any individual or group on the basis of sex, gender (including gender identity and/or expression), pregnancy, race, religion, color, national origin, age, disability, military or veteran status, sexual orientation, genetic information, and other classifications protected by applicable federal, state, and local laws. For more information, please visit eop.cofc.edu.

Serves as initial contact and provides front-line service in person, over the phone, via email and within the customer engagement system. Responds quickly and expediently to all customer service requests in order of priority and resolves problems and complaints quickly and appropriately. Follows up on complex issues until complete resolution is achieved. Maintains detailed records of customer transactions and interactions in Let’s Talk customer engagement software system and StarRez housing software system with a high level of professionalism, detail and accuracy. Develops and maintains a collaborative and supportive workplace for customers, partners, visitors and fellow team members. Adheres to departmental customer service standards to provide an engaging customer experience to exceed customer expectations. Utilizes multiple systems to provide accurate information and research problems. Maintains a thorough knowledge and understanding of policies and procedures, and effectively interprets, explains and enforces them. Safeguards confidential and protected information according to the Family, Education Rights and Privacy Act (FERPA). Monitors and responds to departmental email and voicemail, forwarding to appropriate staff in the office when necessary.

Effectively utilizes the StarRez housing system and assists with the housing application and waitlist processes including follow up with students who have not completed their applications or who are seeking on campus housing after the deadline. Maintains accurate up-to-date records. Coordinates the room change process including managing lists and contacting students. Coordinates temporary housing assignments as needed due to facility issues or students seeking emergency temporary housing. Coordinates the disability accommodations process including entering information into StarRez and following up with students as needed. Coordinates the housing application process for International Students including interfacing with International Education and providing information on outstanding applications.

Manages the set up and coordination of the room condition reporting process as well as the move-in/ out appointment process with in StarRez. Assists in the management of the contract cancellation request process including tracking and organizing requests and documentation. Collects and maintains Greek life contacts for housed Greek chapters as well as their certificates of liability insurance. Responsible for the management and organization of electronic files related to Campus Housing.

Participates in the department’s assessment and evaluation efforts by creating and providing timely and accurate information including historical trends and reports regarding housing related matters. Notifies management of opportunities and makes recommendations on process improvements. Performs other duties and special projects as assigned in support of institutional and divisional mission.