On/Off-Campus Housing Customer Service Supervisor

University of Southern California•Los Angeles, CA

1d•$30

About The Position

USC Auxiliary Services , one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our unifying values. USC Housing , a division of USC Auxiliary Services, hosts more than 9,000 students, athletes, faculty, and staff throughout the year in over 50 properties on and off campus. Housing meets the challenge of inviting students into our Trojan family by making them feel comfortable, safe and welcome. We boast top-notch amenities including comprehensive recycling programs, simplified online repair requests, and more. Serving our students’ wellbeing is the reason that we are here and we share the same vision and excellence that they do. We are seeking a Customer Service Supervisor to join our rapidly growing team. The Opportunity: The Customer Service Supervisor will be the first point of contact for our students, faculty, staff, parents, and guests. You will coordinate and monitor building and office operations to ensure best quality practices are met daily. As a member of the Housing team, you will take pride in providing the best customer service and maintaining the University’s high standards for excellence. Our team keeps the work environment positive and friendly, so that we can always greet our guests with a smile. If you enjoy interacting with and helping guests, join us today!

Requirements

High School Diploma.
2 years.
Two (2) years' experience in property management, customer service, administration or relevant field with some experience in a management/leadership role.
Experience advising and counseling students.
Proven knowledge of residential building operating procedures, layouts, configurations, and inventories.
Working knowledge of California tenant laws and issues, rental market conditions and trends, and resources available to university students.
Proven interpersonal, analytical, and oral and written communication skills.
Demonstrated experience interacting with communities diverse with regard to cultures, backgrounds, and socioeconomic status, exercising diplomacy, tact, and discretion.
Ability to help foster environments of trust, collaboration, transparency, and accountability.
Proven organization and project management skills, able to successfully multitask and shift priorities.
Experience resolving conflicts, problem solving, and encouraging partnerships.
Valid CA driver's license required.
Position will participate in the Department of Motor Vehicles (DMV) Pull Notice System. A copy of DMV record will be required as a final condition of employment.
In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC's Unifying Values.

Nice To Haves

Associate's Degree.
Bachelor’s Degree.
Four years’ experience in residential property management, customer service, maintenance, higher education, and/or other relevant fields.
Proven knowledge of undergraduate and graduate student development theories, from psychosocial and cognitive/structural theories, to ecological and integrative ones.
Demonstrated experience with computer operating systems, mobile applications, and social media (e.g., Microsoft Office, Instagram, Google Docs, Slack).

Responsibilities

Coordinate and monitor office operations to ensure best quality practices are met daily.
Hires, trains, supervises, coaches, counsels and evaluates 15-20 student employees, on average.
Create and revise semester schedule, review and approve time cards and adjust for missing or inaccurate time punches.
Create reports on work orders, occupancy discrepancy and key tracking.
Maintain and print building rosters weekly, assesses condition of rooms, and bill residents for damages, lost keys, access cards and more throughout the year.
Develop and maintain open, positive, effective and constant communication with residents, parents, fellow staff, custodians and vendors, following up on work orders and resolving any complications efficiently and in a timely manner.
Is mindful of inter- and cross-cultural communication within university living environments when conducting complaint and dispute resolutions.
Document staff infractions and holds one-on-one biweekly staff meetings to ensure best practices.
Accept, log, oversee, return and review all mail provided by federal and private mail/parcel carriers.
Responsible for troubleshooting at print stations before requesting assistance from Housing IT.
Conduct regular supply inventory audits and oversees items needed for move-in/out (labels, envelopes, signage, etc.).
Order supplies for offices, managers and print stations.
Conduct regular building inspections, and inspect rooms for working smoke detectors and any health and safety violations.
Communicate in advance with residents prior to entering apartments and before and after completing work requests.
Ensure all physical keys accounted for and tested prior to resident assignments or key changes.
Oversee locks for programming of rooms, stairwells and lounges residents are assigned and given access to.
Provide and maintain keys for reserved areas and common spaces.
Structure open house tours and prepare for move-in events.
Facilitate summer rental offers for conferences, coordinating with linen and maid services to ensure rooms are prepared and serviced weekly.
Maintain reservations and records of accommodations, manage records of all transactions, and turn in payment slips daily.
Perform other related duties as assigned or requested.
The University reserves the right to add or change duties at any time.

Benefits

We pride ourselves in creating the BEST USC EXPERIENCE , and that begins with our employees!
We offer a wide variety of benefits and programs that support our staff and their families.
For more information please visit https://employees.usc.edu/benefits-perks
This support advocates work-life balance and employee well-being.
As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!
The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

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