Housing Representative - University Housing

University of Illinois Urbana-Champaign•Urbana, IL

15h•Onsite

About The Position

University Housing’s Family & Graduate Housing team manages housing units and leasing for students and their families in graduate and upper-division residence halls and apartment complexes. The Housing Representative provides leadership, management, and coordination for a residential community in the University Apartments, collaborating with campus colleagues to support University Housing’s mission and build safe, welcoming communities. The role involves resident and applicant interactions, applying housing procedures and policies, and supporting the daily operations of three apartment complexes through regular communication by email, phone, and in person. Staff are expected to foster a respectful, inclusive, and collaborative work environment. The position provides customer service and guidance about housing options, applications, documentation, leasing, and resident accounts; coordinates with operations and maintenance staff; supports check-in, events, and office coverage; and completes administrative tasks including billing, recordkeeping, unit inspections, data entry, and report preparation. The role also contributes to training, policy and procedure improvements, and clear and accurate resident-facing communications. This is a 100% full-time, 12-month Civil Service appointment at the University of Illinois Urbana-Champaign. The expected start date is as soon as possible after the search closes. The stated wage is $47,915.40. The regular schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with some evenings and weekends required during periods of increased operational demand. The position works on campus full-time and is not eligible for work-authorization sponsorship.

Requirements

High school diploma, GED, or equivalent.
Any combination totaling two years from housing, residential life, hospitality, business, or closely related work experience and qualifying college coursework. Coursework credit is calculated as follows: 30 semester hours equals six months; 60 semester hours or an associate degree equals one year; 90 semester hours equals two years; 120 semester hours or a bachelor’s degree equals three years; a master’s degree or higher equals four years.
Ability to manage multiple requests in a fast-paced, changing, complex environment while providing excellent customer service.
Ability to coordinate and complete several activities simultaneously and work independently within specified time constraints, using sound judgment and decision-making.
Effective communication skills with students, parents, university employees, and the public.
Interpersonal skills and ability to work with, counsel, and advise students, staff, and the public.
Problem-solving and conflict-resolution skills, including ability to work with difficult customers.
Ability to compile routine statistical data and complete simple research projects.
Computer proficiency in a Windows environment, including Microsoft Office and related products.
Ability to create simple reports, routine procedures, and standard business correspondence.
Ability to work some evenings and weekends during periods of increased operational demand.
Ability to work full-time on campus at the University of Illinois Urbana-Champaign.
Not eligible for work-authorization sponsorship.

Nice To Haves

Experience in customer service and property management.

Responsibilities

Provide customer service and discuss housing options with applicants and current residents.
Coordinate with operations and maintenance staff to communicate with residents about work in their apartments.
Serve as a primary resident contact, explaining application procedures, status updates, required documentation, affiliation verification, and lease options.
Coordinate with the leasing team to maintain current knowledge of leasing policies and ensure accurate, consistent communications.
Maintain positive public relations with students, leaseholders’ dependents, parents, and university employees.
Assist with workshops and open houses, including reservations, registration, and staffing.
Report customer feedback, identify problems, implement solutions, and provide suggestions to the supervisor.
Participate in staff meetings, training, and development activities.
Communicate daily with residents by email, phone, and in person; respond to inquiries and clarify policies and procedures.
Conduct check-in processes for new residents and groups as needed.
Respond to complex campus-client inquiries about University Housing services, programs, policies, and procedures.
Compile data for reports, including occupancy rates, and conduct simple research projects such as annual market comparisons.
Use clear, accurate writing and review website and application content for clarity and accuracy.
Perform billing and process resident-account adjustments, including damage charges, new keys, and refunds.
Maintain, review, and prepare check-in materials.
Visit apartment units to evaluate, verify, and record their condition and readiness for move-in.
Maintain and enter resident and application data in electronic records and use campus systems to verify affiliations and university accounts.
Recommend changes to housing operations, policies, and procedures, and carry out administrative procedures in leasing software.
Train student workers and other housing employees to support check-in and office coverage, and assist with developing training materials.
Perform other duties as assigned.