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 and housing operations duties with a high level of independence and accountability using multiple enterprise systems. Coordinates designated aspects of the student housing application, waitlist, and assignment processes according to institutional and departmental policies and procedures. Resolves and coordinates resolution of housing-related inquiries and service requests and coordinates housing-related student requests and assignment changes, including room changes and temporary housing arrangements, ensuring timely communication, accurate records, and effective coordination with students and campus partners. Coordinates the administrative components of housing-related disability accommodations, including maintaining confidential accommodation information, updating housing assignments and records, communicating required steps and available options to students, and coordinating with appropriate campus partners to facilitate timely implementation of approved accommodations.

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 On Flo (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 (Family Educational Rights and Privacy Act) 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 customer service in person, over the phone, via email and within the customer engagement system. Customers could be students, families, faculty, staff, or guests to the campus. 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 On Flo 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 and provides timely, accurate, professional, and responsive service. 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. Demonstrates patience, empathy and professionalism when assisting customers with questions, concerns or complaints, including situations involving frustrated or upset customers. Uses appropriate de-escalation techniques and refers complex or sensitive matters to the appropriate supervisor or department. Takes ownership of customer inquiries and communicates clearly regarding next steps, expected timelines and resolution status. Proactively follows up when additional research, coordination or action is required. Identifies recurring customer questions, service issues and process challenges and communicates trends and recommendations to the supervisor to support continuous improvement of departmental services and resources. Directs customers to appropriate self-service resources, online information, forms and housing systems when applicable, while ensuring customers understand the information and steps required to resolve their inquiry. 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. Responsible for the management and organization of electronic files related to Campus Housing.

Effectively utilizes the StarRez housing system and provides administrative coordination for all aspects of the housing application and waitlist processes, including reviewing application status, maintaining accurate timely records, monitoring outstanding requirements, and following up with students who have incomplete applications or who seek on-campus housing after established deadlines. Provides students with clear information regarding application requirements, deadlines, waitlist status and next steps. During application season, monitors applications for special groups like international students, Charleston Life, and athletes to ensure application completion.

Coordinates the room change process from initial request through completion, including reviewing and maintaining room change lists, communicating with students regarding available options and prices, coordinating with appropriate Residence Life staff and Campus Services HQ, documenting changes in StarRez, and ensuring that room assignments and related records are accurate and up to date. Manages multiple room change requests simultaneously, prioritizes time-sensitive requests, monitors outstanding actions, and follows up with students and staff to facilitate timely resolution.

Coordinates temporary housing assignments as needed for facility-related disruptions, emergency situations, or other circumstances requiring temporary relocation. Communicates assignment information and expectations to affected students, coordinates with appropriate staff and campus partners, maintains accurate records, and follows up to ensure temporary housing arrangements are implemented and updated as circumstances change.

Coordinates the administrative components of the disability accommodations housing process, including receiving and maintaining accommodation-related information in accordance with established procedures, entering approved accommodation information into StarRez, communicating with students regarding required steps and available options to coordinate housing assignments and related changes, monitoring outstanding actions especially related to approved animals, and following up with students and appropriate campus partners to facilitate timely implementation of approved accommodations. Maintains confidentiality and handles disability-related information in accordance with applicable laws, institutional policies and established protocols.

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.