Description:

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.

1. Supervise residential service desk operations by completing important daily tasks and assist with department desk related functions such as room assignments, key audits, and process paperwork.
2. Assign and instruct front desk student staff in details of work and monitor desk traffic.
3. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
4. Prepare desk staff schedules and conduct desk staff meetings. Communicate effectively with all staff and provide them with any information necessary to provide excellent customer service in accordance with Student Housing & Residential Life standards.
5. Monitor performance of desk student staff with performance evaluations and make recommendations for training when needs develop at the residential desks.
6. May perform the duties of desk staff when needed.
7. Answers telephones and provides general information to students and/or individuals outside the University; verifies information.
8. Assists visitors and/or students in person and by telephone and informs them of offices or departments on campus that can assist them.
9. Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents. 10. Performs other job-related duties as assigned.

MQ:
Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of three (3) years of directly job-related experience.

Summary
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.

Job Duties:

• 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 confirms completion. Communicate on-going concerns.
• Provides administrative support to Assistant Director and Residential Life Coordinators in area by scheduling academic interventions, and other requests; assists staff with purchasing.
• Performs other job-related duties as assigned.

Additional Job Posting Information:
- Department is willing to accept education in lieu of experience.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.