Customer Support Assistant, Residence

Customer Support Assistant, Residence Primary Purpose: The incumbent will provide a range of administrative and clerical support within the Residence Services Office and act as the first point of contact with residents/guests and students providing administrative support and high-level customer service, as well as providing additional administrative, coordination and data entry support to the Residence Office. The incumbent will be asked to perform tasks that are varied with a moderate level of complexity. Nature of Work: Reporting to the Assistant Manager, Residence Operations, but working independently with minimal supervision, the incumbent is expected to understand and apply the core values of residence life when engaging with students. They will work cooperatively with staff and residents to ensure seamless customer service and operational efficiency, while providing additional administrative and coordination support to the Residence Services Administrative team. The incumbent is accountable to the Consumer Services Team Charter and is aligned with its purpose, vision, and values, holding themselves and each other accountable to these guiding principles. They are expected to provide solutions to problems using known methods and practices, treat all information and materials confidentially, and communicate issues of importance or concern to their immediate supervisor in a timely manner. Collaboration with others to complete assignments, support team efforts, resolve conflicts, and maintain harmony among co-workers is essential. The incumbent will effectively manage assigned projects as directed, set priorities, demonstrate strong organizational skills, and meet deadlines. They must comply with all relevant legislation, regulations, policies, and procedures, and participate as an active and supportive member of the Residence Services Office. The incumbent is also expected to take initiative in broadening their knowledge of Residence Services operations and continue to advance their abilities through daily application of their skills and self-motivated personal development. Typical Duties: The incumbent provides frontline administrative and clerical support, responding to calls and emails, resolving student and customer concerns, and delivering a high standard of customer service. They assist residents with the Residence Housing Portal, including applications, payments, and maintenance requests. In support of Residence and Conference Services, they help process applications, facilitate room assignments, and coordinate move-in preparations, check-ins, key coding, unit bookings, and turnover tasks. They handle payment processing (debit, credit, cheques), prepare daily cash reports, and provide word processing and general administrative support. Responsibilities include creating and updating documents, issuing maintenance notices, liaising with maintenance and custodial teams, and meeting with residents to address concerns. The incumbent performs data entry and reporting in the StarRez system, encodes student cards using the PERSONA system, and manages various Residence Services forms and notices. Additional duties include supporting the front desk, handling counter service, phone and email correspondence, mail and parcel distribution, cheque processing, and office supply management. They maintain office organization, electronic files, and unit key inventory, and schedule meetings for Residence leadership as needed. The incumbent also works closely with the Assistant Manager and Operational Support Assistant to coach and mentor casual front desk and full-time reception staff, coordinating and overseeing tasks for casual Front Desk Assistants. They will also support coverage of tasks and responsibilities for team members based on operational needs, ensuring continuity and flexibility within the Residence Services team. Qualifications Education: A relevant post-secondary certificate from a recognized post-secondary institution. An equivalent combination of education and experience will be considered. Experience: Experience in an educational and/or property management environment where rent or rental issues were handled will be considered an asset. High level of customer service and administrative experience is required. Must be bondable and have cash handling and reception experience. Knowledge of the Persona electronic locks system and StarRez database system is a definite asset. As a condition of employment, the successful applicant must provide a current criminal record check. Skills: If you are the right person for this opportunity, you will have previous experience providing administrative support within a busy office environment using Microsoft Office in addition to being passionate about self-growth, team collaboration and constantly striving to improve the level of support and service offered to our residents and guests. Additional skills include excellent verbal and written communication skills; strong organizational, problem solving and time management skills; demonstrated attention to detail; the ability to assess priorities and work in a self-directed manner; demonstrated ability to work effectively as part of a team; the ability to manage multiple projects with competing demands and adhere to deadlines in a fast-paced and evolving work environment, including the demonstrated ability to show initiative and proficiency in all facets of clerical and administrative work; dedication to providing quality service and to ensure University of Saskatchewan standards in communication and professionalism are met. Duties are performed on location, offering in-person support to the Residence Services team as a whole, student residents and applicants as well as various campus partners and affiliates. Work schedule will consist of Monday-Friday, 8:30am-4:30pm during the Fall/Winter term (Sept-April) and shift to Monday–Friday, 1:00-9:00pm based on operational need throughout the Spring/Summer term (May-Aug). This position is in scope of CUPE 1975.