Assistant Director of Communications and Customer Relations

8797BR

Finance & Administration

Aux-Housing

Job Summary

Please note: This position may require some weekend and evening work throughout the year.

Manages RIT Housing’s marketing, communication, myLife portal, and social media plan as well as our website in order to increase engagement, educate, inform, and promote RIT Housing.  Marketing RIT Housing also includes creating an environment, expectations, and on-going training that promotes providing an outstanding customer experience to all who interact with our front office.  Hires and supervises approximately 25 student ambassadors that provide services at front desk, gives tours of RIT Housing, and assists at events.  Assists the RIT Service Center (RSC) with escalated tickets and calls and answers agent’s questions via Slack and email.  Assists with all events related to RIT Housing: semester move-in/move out, Admission open houses, pop-up events, housing fairs, academic presentations, etc.  This position reports to the associate director.

Job Responsibilities

• Develop, write, review and approve content and design of over 200 RIT Housing printed and electronic publications.
  • Develop and deliver a communication journey for incoming freshmen, transfers, and graduate students related to RIT Housing.  A portion of the journey communications is exclusive to RIT Housing and other parts are integrated into the larger RIT communication journey for these groups.
  • Develop and deliver a communication journey for every RIT Housing process and event.
  • Write and then update StarRez and the myLife portal with required content, auto emails, and mass texting communications for each RIT Housing process and general content.
  • Manage RIT Housing’s website. Involves continuously creating and updating content that supports our communication journeys, business processes, and markets RIT Housing to prospective students.
  • Collaborate with RIT Housing staff to understand processes and create necessary content.
  • Develop a digital communications plan that grows RIT Housing’s presence on social media and other digital outlets while promoting RIT Housing and educating our followers on processes and policies.
  • Monitor social media accounts and respond as needed to comments, customer inquiries, and report meaningful threads to associate director. 
  • Consistently assess campaign outcomes, website engagement, reviews, likes, shares, growth of followers, and highest return on investment. 
  • Create events/contests that focus on growth of our social media accounts by both students and families.
  • Collaborate with Auxiliary Services Marketing.
• Hire, train, supervise, and evaluate 25 student ambassadors for front desk coverage, daily in-person and virtual housing tours, tours associated with Admission open houses and Brick City, to participate in Admissions’ accepted student webinars, semester move-ins, move-outs, and to assist in managing tickets in Service Now.Develop strategies and trainings that foster an environment of innovation and continuous improvement in order to provide an outstanding customer experience to all who interact with our front office. 
• Assists RIT Housing’s management of RSC level two tickets by answering tickets and assistants RSC agents via Slack.Oversite of student ambassadors’ work with RSC level two tickets. 
• Manage administrative functions related to payroll, HR, and on-boarding new student staff.
• OTHER DUTIES AS ASSIGNED

Required Qualifications

Education/Experience:

• Bachelor’s degree in business, communications, or other applicable major 
• 4+ years’ experience

Skills:

• Website management: demonstrated ability to maintain and update websites, ensuring accurate and relevant content.
• Proficiency in social media and website reporting. Skilled in analyzing and reporting on social media performance and website metrics.
• Familiarity with platforms such as Instagram, Facebook, Twitter, and Tik Tok.
• Exceptional proofreading skills: meticulous and thorough in reviewing content for accuracy, grammar, and consistency. 
• High level of experience in leading, building, training, and supervising a large team.
• Strong experience in developing digital and written communication plan for web and social media.
• Proven customer-centric focus; ability to influence culture, drive change.
• Excellent proficiency in language skills, grammar, and editing.
• Proven experience with process improvement.
• Proven experience using technology and common software – MS Office Suite.
• Proven experience using website editing software such as Drupal preferred.
• Outstanding interpersonal and communication skills, speaking/presenting to small and large audiences, verbal and written.
• Strong collaboration skills.
• Strong analytical and problem solving skills.
• Detail oriented with ability to effectively handle multiple and changing priorities.
• Skilled in sign language or willingness to learn.

Required Minimum Education Level

BS

Work Location

Hybrid — Remote/On-campus

Employment Category

Fulltime

Required Application Documents

Cover Letter, Curriculum Vitae or Resume

What do we believe at RIT?

Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. We are dedicated to building a diverse community, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring.

As a member of the RIT community, you'll receive a comprehensive employee benefits package that offers multiple options and access to additional employment advantages. You can tailor your benefit elections to meet your needs (affordable medical/dental/vision benefits; paid vacation/sick time/retirement saving plan with exceptional employer match; and tuition assistance for you and your family, to name a few).

Department/College Description

RIT Housing/ Auxiliary Services

How To Apply

In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff . Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.

Additional Details

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.