Residence Administrator Position

3 weeks ago

Waterloo, Ontario, Canada Wilfrid Laurier University Full time
Job Summary

The Residence Administrator is responsible for the day-to-day administrative functioning of the Residence Office. This position requires a high level of organization, communication, and customer service skills to effectively manage the front line of the Department of Residence.

Key Responsibilities

Customer Service:

  • Act as the main point of contact for the Department of Residence, responding to general enquiries via email and phone from students, parents, and visitors.
  • Interact with a diverse student population, providing support and direction throughout the application and room assignment process.
  • Provide customer-sensitive support related to residence waitlists and other exceptional circumstances.
  • Liaise with campus partners, including OneCard Office, Parking & Transportation Resources, Conference Services, and Special Constable Service on residence student matters and logistics.

Administrative:

  • Manage the residence key inventory, including recordkeeping of all key codes, distribution and collection of residence keys at check-in and check-out, and processing key replacements and lock changes.
  • Liaise with property management companies for various leased residence buildings to report issues with door codes and locks, order additional keys to maintain stock, and initiate door code and lock changes.
  • Assist in the administration of the Early Room Set-Up program for selected residence buildings, including preparation of daily room set-up schedules for each station and tracking of completed student room set-ups.
  • Ensure the smooth operation of the residence student move-in process through careful administration of early move-in lists and preparation of key envelopes, including tracking of parking permit and residence linen pick-ups.
  • Process residence room switches and withdrawals, including appropriate notification to various stakeholders and updating of permissions for OneCard access to residence buildings.
  • Support end-of-term check-out processes, including preparation of check-out bags and student key labels for all residence communities, and distribution of check-out information to all residence students.
  • Maintain conference keyboards throughout the school year, ensuring all loaned keys are re-hung and keys for lock changes are updated.
  • Process room bookings for the King Street Residence Boardroom.

Financial:

  • Create and distribute invoices to students for damages and cleaning.
  • Administer charges for residence key replacement and lock changes as required.
  • Review residence fee charges on student accounts in response to student inquiries and provide clarification on debit and credit activity.
  • Issue income tax receipts, upon request, for students residing in non-traditional residence accommodations.

Marketing and Communications:

  • Assist in review and updating of marketing and recruitment materials, including website content.
  • Organize summer tour rooms and keysets, ensuring that spaces are cleaned, staged, and ready for start of tours in May and are dismantled in August.
  • Staff information booths at student recruitment events, such as Open Houses, Tour+ Day, and Headstart sessions, as required.
  • Participate in information sessions for ambassadors as well as residence webinars, as required.

Reporting Relationships:

  • Supervise two seasonal Residence Office Student Assistants (student employees who work full-time in the Residence Office from May through August).
  • Assist the Administrative Manager, Residence in hiring two students for the Seasonal Residence Office Student Assistant positions.
  • Provide training to the students on various tasks and work processes throughout the course of the summer.
  • Provide ongoing advice and support to the student staff as required, and in particular when students are navigating difficult conversations with students and parents about residence placements and the room assignment process.

Qualifications:

  • Minimum high school diploma plus one (1) year post-secondary school and one (1) to two (2) years related experience.
  • Well-developed organizational and time management skills with proven ability to set priorities, meet deadlines, and handle multiple tasks, frequent interruptions, and periodic pressures.
  • Proven ability to work independently and with minimal supervision, and to take initiative.
  • Demonstrated compassionate and considerate customer service skills, with a commitment to service excellence and to representing the department with a high degree of professionalism.
  • Excellent interpersonal and communication skills, both written and verbal, with a proven ability to handle and de-escalate difficult situations with discretion, tact, and diplomacy.
  • Proven ability to supervise student staff and enhance their performance through mentorship and coaching.
  • Understanding of basic accounting, with demonstrated ability to accurately analyze and interpret debit and credit activity on accounts.
  • Demonstrated sensitivity to current student issues such as gender neutrality, mental health, sexual violence, and the like.
  • Proven record of accuracy and attention to detail in a fast-paced multitasking environment.
  • Strong computer proficiency, including Word, Excel, PowerPoint, as well as Banner Student; intermediate Excel skills and familiarity with COUNT, COUNTIF, and VLOOKUP functionality would be an asset.
  • Willingness to work some evenings and weekends, as required.

Compensation:

Level: C

Range: $33.72 to $35.66 per hour with an annual step progression on anniversary date up to $38.55 per hour.

Considerations for new hire step placements include qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Hours of Work:

This is a full-time, continuing position. The normal hours of work are 8:30 am to 4:30 pm, Monday to Friday. Flexibility in hours will be required, including evening and/or weekend work due to programming and events. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

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