Desk Assistant at Norfolk State University

COCM•Norfolk, VA

2d•$16 - $17•Onsite

About The Position

The Desk Assistant is the front-line contact for Spartan Suites at Norfolk State University, providing residents and guests with a positive, comprehensive customer experience. The role responds to resident needs and issues, uses critical thinking and problem-solving skills to resolve concerns, and provides information and assistance to residents and visitors. The Desk Assistant follows established policies and procedures, including crisis management and after-hours protocols, and reports policy violations, security concerns, and maintenance issues to appropriate staff. The position also performs clerical and administrative duties, handles incoming and outgoing mail, checks out equipment, monitors access, assists with events and projects, and sets up and breaks down program spaces. The Desk Assistant helps residents and staff submit work requests, relays urgent issues to management, keeps the desk area organized, and attends scheduled meetings and training. This is a 32-hour-per-week position, scheduled from 4:30 p.m. to 12:30 a.m. Thursday through Sunday. The work environment typically has a moderate noise level. The role frequently involves sitting and reaching, and occasionally involves standing, walking, climbing or balancing, stooping, kneeling, crouching, crawling, and lifting or moving up to 35 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or GED required.
Strong customer service, communication, and interpersonal skills.
Ability to professionally address resident and visitor inquiries, concerns, and requests.
Ability to follow established policies, procedures, University regulations, and after-hours and emergency protocols.
Ability to recognize and report policy violations, security concerns, and maintenance issues.
Strong organizational and administrative skills, including clerical duties, mail distribution, and recordkeeping.
Ability to work independently, exercise sound judgment, follow instructions, and meet deadlines.
Strong attention to detail and ability to manage multiple responsibilities.
Ability to work 4:30 p.m. to 12:30 a.m. Thursday through Sunday.
Ability to move and lift up to 35 pounds.
Excellent listening skills, a clear and understandable speaking voice, presentation skills, and ability to communicate orally and in writing.
Ability and willingness to learn and retain information, remain organized, multitask, and pay attention to detail.
Commitment, dedication, reliability, punctuality, integrity, and competency with computers and the internet.

Nice To Haves

Experience working at an office or service desk.

Responsibilities

Serve as the primary point of contact for residents’ needs and issues.
Answer incoming telephone calls, determine callers’ needs, and direct calls to the appropriate personnel or department.
Answer questions and provide directions and other requested information to residents and visitors.
Follow policies and procedures related to crisis management involving residents and facilities.
Perform clerical duties as needed.
Assist with special events and projects.
Set up and break down program spaces.
Receive, sort, and route incoming and outgoing federal and campus mail.
Check out equipment to residents.
Monitor student and visitor access.
Enforce University regulations and policies after hours.
Report policy violations and security issues to appropriate staff.
Clean up spills requiring immediate attention, including water, sewage, and bodily fluids.
Help residents and staff enter work requests and relay emergent issues to appropriate management staff.
Attend scheduled desk staff meetings and training sessions.
Follow instructions and meet deadlines; keep the desk and immediate area clean and organized.
Maintain desk signs, daily event signs, and bulletin boards.
Make recommendations and provide feedback to enhance the department.
Provide friendly, professional customer service and communicate effectively with residents, visitors, community members, staff, students, and upper management.