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The University of Miami is home to nearly 16,000 undergraduate and graduate students from every state in the nation and 140 nations around the world. The Department of Housing and Residential Life is home to an extensive and diverse residential program featuring seven residential communities. The cornerstone of the residential program is a system of five residential colleges that blend the Oxford and Cambridge tradition of live-in faculty with the American commitment to student development and academic success. Residential Colleges range in size from 400 – 700 students. The University also offers University Village, an apartment area housing approximately 800 upper-class students and Lakeside Village offering suite/apartment style living that houses approximately 1,100 sophomore and above students. We strive to fulfill our vision – Student Housing for Student Success.

General Description (Purpose and Function): 

Works with on-line student housing applications / agreements and makes building / room assignments, room changes, agreement cancellations / releases, and billing. Responds to student / parent inquiries regarding on-campus housing. Works with other University departments to accomplish these activities. Assists students and parents to resolve on-campus living problems, including matters related to individual disabilities, sensitive issues, and of a confidential nature. Is the primary departmental contact with individual students and parents regarding these activities. Prepares lists, rosters, letters, and reports.

Primary Duties and Responsibilities:

Administrative / Technical (40%)

Maintain the confidentiality of all student information as well as maintain and adjust student housing records as needed, including applications / agreements, correspondence, charges and billing, etc.Utilize StarRez, the department’s web-based and cloud mobile housing management system, to make assignments, indicate housing related charges, and make adjustments to student and facility records in a highly interactive, student-centered work environment.Maintain Onity & CBord room/apartment access system records for all new housing assignments and as part of room change processes after initial upload with Facilities Management Access Control unit.Assist in the management of on-campus housing occupancy through the utilization of various software applications to correspond via e-mail, generate letters, maintain student records and produce reports.Troubleshoot building access in CS-GOLD for resident students and adjust records for individual ‘Cane cards that are not working.  Provide coverage during vacation/absences by the other housing assignments representative.Contribute to assessment activities by providing relevant resident student data as neededReview and provide content on the departmental website involving assignments-related and student service areas.Assists in the development, implementation, and communication of departmental policies and procedures.

Customer Service (45%)

Act as a primary customer service representative for students and parents who seek information on charges, room change opportunities, and roommate issues.Assist students and parents who inquire about / request housing by providing personal attention, including students from out-of-state and from other countries, as well as following up on individual circumstances.Review and respond to inquiries sent via SalesForce customer management software; also makes referrals to and collaborate with other university departments as necessary.Evaluate and triage complex resident student situations along with diverse parental issues/concerns, make an assessment of the particular circumstances involved, and utilize independent and collaborative decision-making to take appropriate action(s) to resolve problems and coordinate solutions.Demonstrate sound judgment and sensitivity when counseling students about individual situations in addition to sorting out student conflicts.Assist reception desk staff with in-person/telephone inquiries and provide updates on policy/procedure changes.Must be familiar with and ensure compliance with various regulations, including the Americans with Disabilities Act (ADA), the Family Educational Rights and Privacy Act (FERPA), and the Health Insurance Portability and Accountability Act (HIPAA) along with being able to explain the application thereof.Make and implement decisions based upon departmental guidelines.Make valuable contributions to constituents utilizing Student Affairs Standards/Expectations and University Core DIRECCT Values.

Liaison / Representative (10%)

Form a relationship with and act as a resource for residential college/area staff to ensure that needed assignments/occupancy-related reports are generated, that student records are accurately maintained, and that changes are communicated between the central housing office and the residential areas.Form a relationship with and act as a resource for other University departments, including but not limited to Facilities Administration, Canes Central, Admissions, and Athletics.Represent the Department of Housing and Residential Life at various University events including Orientation, August Opening, and Admissions Showcase events.

Other (5%)

Performs other duties as assigned

Knowledge, Skills, and Abilities:Work in a fast-paced environmentComprehensive knowledge of office practices and proceduresDynamic interpersonal and customer service skillsStrong organizational skills with attention to detailExcellent listening and verbal communication skillsKnowledge and understanding of the undergraduate experienceThorough knowledge of business English, grammar, spelling and punctuationSolid skills in Microsoft Office (Outlook, Word, and Excel – PowerPoint and Access a plus)Be able to critically think/ think outside the boxSkill in planning and coordinating clerical workSkill in interpreting and applying departmental policies and proceduresKeeping up with constant change of information / ability to adaptAbility to enter and verify information with accuracy and a reasonable rate of speedAbility to utilize computerized information systemsAbility to understand and follow oral and written instructionsAbility to manage stressful circumstances associated with providing quality customer serviceBasic knowledge of databasesSkill in data entry or typingAbility to establish and maintain effective work relationships

Education & Work Experience Requirements (Essential Requirements):A minimum three (3) to five (5) years of progressive related experience working in a college or university housing and residential life setting or similarly applicable experience is preferred.High School diploma required; associate or bachelor’s degree preferred.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

A4