Desk Services Team Lead

3 weeks ago


Burnaby, Canada Simon Fraser University Full time

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

Residence and Housing is an integral part of SFU's academic plan and student experience. The unit supports the academic mission of SFU and Campus Services by:

  • Creating purposeful and intentional communities that emphasize academic support, success, and leadership development through programs and services.
  • Providing market priced living and learning environments that are safe, clean, sustainable, attractive, well maintained, comfortable, and welcoming.
  • Ensuring financial stability, service viability, and effective management and administration of the operations.
  • Providing updated technology and data driven services that meet the needs of housing and residence students and users in a responsive, timely, courteous, efficient, and effective manner.
  • Fostering professional relationships with on and off campus partners to enhance services to students and guests.
  • Ensuring ongoing assessment of programs, services, and practices that are dedicated to an ethos of continuous improvement.
  • Arranging ongoing training and development for staff to ensure they are knowledgeable about best practices in the housing and residence life field; and able to properly contribute to the student affairs profession and SFU community.

About the Role

Monitors day-to-day operations of the front desk and services to students, guests, and the campus community. Provides comprehensive customer service; participates in the preparation and evaluation of training materials; trains new staff and monitors progress. Responds to diverse and complex in-person telephone, email, chat inquiries from prospective residents, guests, and others. Supports the supervisor in ensuring client reports are run to ensure smooth daily office functioning and daily reconciliation of accounts.

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