*Housing Customer Experience and Engagement Coordinator
250302
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This position is responsible for designing, implementing, and managing customer service standards, communication, and community engagement programs and services for the Housing and Food Services office. This position supervises the Administrative Lead position for the front office and is responsible for the overall supervision of the front office, including a full-time receptionist and student staff positions.
Typical Duties Include:
- Responsible for the management of day-to-day operations of front Housing office including providing expert customer service to students and their supporters as well as faculty and staff.
- Supervise, Train, Recruit two professional administrative staff who are responsible for running the front office and supervision of student assistants.
- Compose and deliver informational and promotional mass communications to approximately 7000 residents in collaboration with the Occupancy Management and Systems teams using StarRez software.
- In collaboration with Housing and Food Services Marketing and Communications, regularly review, update, and create website content, presentations, marketing materials, and social media content.
- Monitor and maintain Housing and Food Services main email account & respond to all customer inquiries promptly and professionally ensuring department and university policies and procedures are followed.
- Represent Housing and Residence Life at University recruitment events both on and off campus.
- Manage housing show rooms, access, and associated inventory and coordinate all regularly scheduled tour activities within housing.
- Train Office of Admissions and Recruitment tour guides and Housing Office tour guides to ensure consistent delivery of housing information.
- Assesses the needs of students and helps to develop and implement targeted programs and services.
- Serves as liaison with offices on and off campus.
- Counsel's students, facilitates support groups and advises student organizations.
- Conducts workshops, seminars, classes, and other special programs for students.
- Maintains records, to include but not limited to student files, inventory, personnel, and other office files.
- Assists with development and administration of office policies and procedures.
- Researches, collects, and analyzes data or information and preparing reports or responses to inquires
- May coordinate or assist in the coordination of special projects or student related events.
- Performs various duties as needed to successfully fulfill the function of the position.
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Required Education: Bachelor's degree
Equivalency/ Substitution: Will accept 48 months of equivalent experience in lieu of a Bachelor's degree.
Skills:
- Effective verbal and written skills
- Proficient in addressing customer concerns with should judgment, empathy, and effective problem-solving skills
- Computer skills, including proficiency in navigating and maintaining databases
- Detail oriented for accuracy of data and information
- Skilled in prioritizing and managing multiple tasks, projects, and cases simultaneously, ensuring deadlines are met and objectives are achieved.
- Experience working in a dynamic office environment, with the ability to quickly adapt to changing processes and procedures and effectively communicate these changes to both internal and external constituents.
- Ability to convey information clearly and effectively through presentations, in writing, and other forms of communication.
Certifications:
- None
Advertised Physical Requirements:
- Standard office environment
- Sit for long periods of time.
- Ability to bend, lift, stoop and carry.
- Ability to engage in repetitive motions
- Frequent exposure to pressure caused by deadlines and busy periods.
- Ability to effectively work with wide range of constituencies
Department Preferences:
- 36 months of Customer Service Experience
Supervision:
- This position directly supervises the Administrative Lead for the front office and is responsible for the overall supervision of the front office, including a full-time receptionist and student staff positions who report directly to the Administrative Lead.
Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.
Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.
Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.
