Housing Services Assistant

Brock University•St. Catharines, ON

8d•CA$43,905 - CA$60,906•Onsite

About The Position

The Housing Services Assistant is the main point of contact for all students and guests who live and stay on campus. This role provides proactive, student focused, quality service to a diverse population of students and guests living in the 8 housing services buildings by staffing one of 3 of the 24-hour service desks. The Housing Services Assistant is expected to provide integrated services and information in an accurate, timely and service focused manner.

Requirements

Completion of a secondary school diploma, or an equivalent combination of education and experience;
Demonstrated front line experience in a customer service role (e.g. property management, hotel/hospitality front desk, or University/College student life/services environment);
Experience working or volunteering with young adults;
Solid computer competency including word processing, spreadsheet, database and web-based applications (e.g. Facilities Management System, eRez, residential software, Card Access software);
Knowledge of University and department policies and procedures;
Proven ability to provide quality front-line client service in a demanding, high volume, fast-paced environment;
Strong understanding of the student residence experience;
Strong document management, attention to detail, accuracy, and administrative skills;
Ability to operate efficiently and effectively in a fast-paced environment, switching constantly from task to task;
Ability to produce formal notes and records, including proofreading documents for accuracy and tone;
Knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) regulations and related University confidentiality and release of student information practices;
Exposure to building maintenance and service requirements;
Proven ability to exercise sound judgment, tact, discretion, and diplomacy;
Strong relationship building skills in order to be a collaborative team player;
Excellent customer service, diplomacy, and conflict resolution skills.

Nice To Haves

Previous experience in a 24/7 operation.

Responsibilities

Provide front-line in person, email and telephone response to all housing student and conference guest inquiries;
Identify and assess the nature and complexity of inquiries, determine action required by following procedure guidelines, standards and policies;
Triage all incoming residence requests and either redirect to various University services or initiate action as appropriate according to policies and procedures;
Monitor and respond to the Department’s general email and the 3 Service Desk emails in coordination with colleagues to ensure excellent and timely customer service;
Receive and prioritize housing maintenance work requests utilizing and gathering information provided by students, staff, tradespersons, and/or contractors;
Input work requests into the Facilities Management work order programme and identify urgent requests and assign maintenance work;
Prepare notices for room entries and utilities disruptions to advise occupants;
Provide in person service and process all residence check ins, check outs, and room movement for students and guests;
Coordinate short term housing accommodations as a result of medical or emergency need;
Participate in residence move in and move out and support day of logistics for conference events to ensure service provision elevates the student and client experience.