General Information
| Job Description | ADMIN OFCR 2 CX | Working Title | Housing Customer Service Coordinator |
|---|---|---|---|
| Job Code | 004263 | Grade | |
| Department Name | Housing Services - D01322 | Department Head | Robert Brumbaugh |
| Supervisor | Emily Mccoy | Effective Date | 10/24/2022 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| The primary role of the Housing Contracts team is to provide approximately 8,000 university students with a successful transition to campus and a living environment complementary to their academic careers, while meeting department fiduciary responsibilities and maintaining maximum facility occupancy levels. The Housing Customer Service Coordinator provides responsive and consistent customer service that supports an exemplary university reputation and is critical to both current and future revenue generation in excess of $90M. Under the general direction of the Assistant Director of Housing Services for Housing Contracts, the Housing Customer Service Coordinator uses professional concepts to apply Housing Services policies and procedures to oversee ongoing administrative, customer relation, financial, analytical, and operational issues of moderate scope. Is responsible for customer service operations of the Housing Services Department via various communication media and in person with students, student families, university offices, external agencies, and the general public. Trains and supervises a student team of Housing Assistants to help ensure efficient and accurate communication of Housing Services information, including policies, procedures, and deadlines. Coordinates the residential tour program, as well as Housing outreach events and yield activities, including training and supervising a student team of Housing Outreach Ambassadors. Manages the online off-campus housing program and associated activities. Provides back-up support to the Housing Contracts Coordinators for contract, assignment, billing and reconciliation activities. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 2 - 4 years of related experience. | Required |
| Experience working in a customer service environment responding to and meeting the needs of the customer. | Required |
| Experience working in a high-volume environment, with frequent interruptions and shifting priorities. | Required |
| Experience working with contracts or accounts services. | Required |
| Experience working with online systems, databases and query tools. | Required |
| Experience working in university housing, or similar hospitality environment. | Preferred |
| Experience applying University of California policies and laws recommending write-off of uncollectible debts and resolving delinquent payment problems. | Preferred |
| Experience working with billing and accounts receivables and their associated systems. | Preferred |
| Experience working with StarRez, or similar housing management system. | Preferred |
| Experience and/or knowledge of UC/UCR systems, policies, procedures, and regulations. | Preferred |
License Requirements
| License | Requirement |
|---|---|
| Valid Driver License | Required |
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Functions as a resource on issues such as researching complex financial discrepancies, escalated customer service problems and vendor concerns. Provides primary, centralized frontline customer service response to current and prospective residents and families, commercial tenants, university offices, external agencies, and the general public via various communication media (e.g. in-person, email, postal mail, telephone, social media, etc.) with regard to fiscal contractual obligations, alternative fiscal arrangements, appeals, dispute resolution, and penalties. Clarifies campus housing and dining options and processes; interprets and applies Housing policy and procedures; advises customers on a variety of housing, contractual, financial and policy-driven options. Recruits, trains and supervises a student team of Housing Assistants to support customer service operations. Oversees Housing?s online off-campus housing resources and annual event, as well as vendor and third party apartment relations. | 30 |
| Administers a defined operational program or activities which may include some of the following functions: finance, facilities, payroll, space planning, student services, human resources, communications, informational technology or safety. Serves as the Housing Services liaison and coordinator for residential tours; Housing retention and recruitment events; Housing?s role at campus yield events, including presentations; and student/staff orientations. Develops, schedules and maintains an assortment of tours and messages tailored to meet specific guest and event needs. Oversees development and maintenance of Housing virtual tours, visitor maps and all related resources both physical and electronic. Recruits, trains and supervises a student team of Housing Outreach Ambassadors to support tour and outreach activities. Collaborate with strategic partners such as Residential Life and Dining Services for outreach event support. Prepares, edits and modifies support documents and conducts presentations for Housing outreach events. | 30 |
| Gathers and analyzes financial and other resource data; prepares reports or analyses of operational activities, evaluates current and proposed services, etc. Develops short and long term goals and objectives for marketing and logistical planning associated with campus and housing special events and housing tours. Establish and regularly evaluate appropriate tour schedules, routes, messages, resource materials and marketing. Provide analytical support to Assistant Director and Sr. Director to improve outreach planning/marketing and development with a focus on better utilization of departmental resources. Collaborate with other departments to achieve unit goals. Prepare reports of operational activities, evaluation of current and proposed services, etc., for internal/external stakeholder review and decision-making. | 10 |
| Conducts trends analyses and helps develop resulting recommendations. Under general supervision, provides analysis of moderate operational projects, produces monthly occupancy audits, and gathers and analyzes resource data; prepares and summarizes information and/or recommendations; and develops short term plans to decrease loss in occupancy/revenue. | 5 |
| Develops and maintains budgets. Participates in budget review process: Assist with monthly and annual budget preparation. Reconcile monthly budget reports, identifying revenue discrepancies and ledger errors and assist with correcting. | 5 |
| Provides guidance to supervisors and managers in developing job descriptions, facilitating benefits communications, and providing guidance on compensation programs, personnel policies, and procedures. Responsible for the training of new staff, student employees, as well as cross-training Housing partners, as needed. Provides guidance and work direction to student staff and associates, as appropriate. | 5 |
| Provides supplementary contract services support: Manages the campus housing application, contracting, assignment and financial accounting data and processes for the residential population. Administers the billing, collection, and reconciliation of residential and commercial accounts. Coordinates unlawful detainer actions with third party resources, law enforcement, and legal counsel. | 5 |
| Assesses and recommends changes to maintain compliance with federal and state requirements and internal policies. Documents processes and procedures for residential housing and financial activities. Represents department in campus work-groups or committees, as needed, to develop, implement, maintain and/or improve business processes. Participates in audits of internal records and processes and prepares recommendations for changes as needed. Ensures that the appropriate internal controls are addressed, maintained, and strengthened to protect University resources and align with federal and state requirements and internal financial/audit policies. | 5 |
| Participates in the development and revision of standard operating procedures and guidelines. Review and document Housing Services standard operating procedures, creating job aids as needed. Conduct research, develop and implement new and evolving business processes and procedures. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Ability to use discretion and maintain all confidentiality. | Required |
| Ability to use sound judgment in responding to issues and concerns. | Required |
| Solid organizational skills and ability to multi-task with demanding timeframes. | Required |
| Solid communication and interpersonal skills to communicate effectively with all levels of staff, both verbally and in writing. | Required |
| Ability to represent the department in a variety of settings to ensure positive reputational outreach and good stewardship of University resources. | Required |
| Demonstrated ability to work collaboratively, cooperatively, and maintain professional relationships with diverse populations, including students, faculty, staff in various campus departments as well as external stakeholders and agencies. | Required |
| Understanding of high quality service delivery and creating positive outcomes with customer service situations. | Required |
| Working knowledge of common organization-specific and other computer application programs. | Preferred |
| Understanding of how to lead, motivate and develop a team of staff (notably student level). | Preferred |
| Demonstrated working knowledge of commonly used software such as Excel, PowerPoint and other programs for creating visual communication across wide audiences. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles. | Required |
| Must successfully complete a background check through the DOJ and FBI prior to appointment start date. | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| Supervision |
Environment
Working Environment
| Campus |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |