Student Housing Occupancy Management Coordinator

Details

Posted: 04-Feb-24

Location: Princeton, NJ, US, 08544

Type: Full-time

Salary: Open

Categories:

Other Staff/Administrative

Internal Number: 236312111

Student Housing Occupancy Management Coordinator
US-NJ-Princeton
Job ID: 2024-18454
Type: Full-Time
# of Openings: 1
Category: Administrative Support
Princeton University
Overview

Housing and Real Estate Services (HRES) is seeking to fill the role of the Student Housing Occupancy Management Coordinator who will be a member of the team that develops, implements, evaluates, and maintains systems and processes for undergraduate and graduate students. This team is responsible for assignment processes, including annual Room Draw, billing, access for students and alumni/ae, and data analytics efforts. This team will provide customer service directly through the HRES organization in coordination with The Service Point (an integrated service center).

Princeton University currently has enrolled approximately 7,900 students (5,300 undergraduates and 2,600 graduate students) and employs approximately 6,100 benefits-eligible employees. As a research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching. Interdisciplinary work is vital to Princeton and is reflected in a full spectrum of academic programs.

Departments that comprise University Services provide an integrated set of services to students, faculty and staff. In addition to HRES the division includes Campus Dining; Campus Support Services; Conference and Event Services; Business Services; Print and Mail Services; Transportation and Parking Services; The Service Point, and University Services administrative offices inclusive of Communications, University Services IT, Finance and the Office of the Vice President.

Reporting to the Associate Director for Occupancy Management in HRES, the Student Housing Occupancy Management Coordinator is responsible for administering and coordinating housing space assignment, billing, and record systems for approximately 5,200 undergraduate students and 1,800 graduate students during the academic year, managing projects on an ongoing and ad-hoc basis. The Coordinator must be able to work independently, accurately, and with discretion in a fast-paced University office. The Coordinator will provide combined support to enhance the online and in-person experience for our customers, assist with resolution of issues quickly and effectively, and will also participate in initiatives to support cross functional customer service initiatives within the University Services organization. The successful candidate must have strong multi-tasking experience, with excellent communication skills, both written and oral. Additionally, the Coordinator must be highly organized, detail-oriented, have a positive attitude, pleasant demeanor, and serve as a welcoming agent in the HRES office for the student housing area.

The scale of student housing operations at Princeton is unique and diverse and the Universityâ™s Strategic Framework Plan and Campus Plan have committed to the expansion of the undergraduate student body by 500 students between 2022 and 2026. The departmentâ™s business processes have largely been digitized. These processes include work in the keyless lock entry system for all dormitories and annexes, the housing management system, and the Service Now at Princeton (SN@P) case management system for undergraduate and graduate housing inquiries. The Coordinator will play an integral role in the departmentâ™s efforts to ensure that its business processes and functions continue to align with the goals of the student life program. In order to achieve success, the Coordinator will need to work easily and effectively with all members of the University community, students, parents, alumni, and campus partners.

Responsibilities

Key Responsibilities

Student Housing Occupancy Management, Systems, and Business Administration

• Issues electronic contracts for housing and dining, for academic year, Resident Graduate Student, and summer housing programs.
• Assists with academic year and summer housing student housing application and room selection processes for both undergraduate and graduate student populations.
• Processes billing for contracts, fire safety inspection violations, damages during occupancy, and security deposit deductions for damages upon move out.
• Serves as contact for all undergraduate and graduate dormitory keyless locks system and/or user issues and record keeping.
  • Troubleshoots and works with team to correct issues.
  • Serves as liaison to the Department of Public Safety on customer service issues.
  • Works with Site Protection and HRES staff to create, revise, and adjust policies and procedures for keyless locks system.
• Prepares housing system requirements for undergraduate and graduate housing programs.
• In conjunction with Engagement team, creates, edits, and publishes (maintains web site) for all undergraduate and graduate housing documents (Draw Guide, application materials, informational materials, etc.).

Online and In-Person Customer Service

• In coordination with the Service Point, provides exceptional online and in-person service support for undergraduate and graduate customers, their families, and other inquiries from internal and external administrative offices.
• Supervises and trains casual and student employees.
• Assists with follow-up and remediation of issues.
• Work within the SN@P system workflow to ensure timely response to housing inquiries.
• Works as part of a team ensuring the quality and consistency of customer interactions.
• Advises and counsels Engagement and Housing Facilities staff in situational problem solving.
• Together with the Engagement team, implements communications program for student housing, including web site content maintenance.
• Serves as point of contact in the absence of Associate Director as directed.

Departmental Business Cycle Process and Program Administration

• Manages recurring and transitional portfolio of projects as assigned including coordination of the Early Arrival program and the special needs housing processes.
• Supports undergraduate and graduate residents and applicants as part of HRES team.
• Coordinates and facilitates the process for distribution of manual keys when necessary.
• Census liaison providing data as needed for monthly and yearly census inquiries.
• Assists with all stages of move-in and move-out planning.
• In coordination with the Engagement team ensures clear and consistent communication within HRES, University Services, and partner offices such as Dean of the College, Dean of Undergraduate Students, Graduate School, and various academic departments.
  

Communication, Innovation, and Data Analysis Administration

• Works with vendor and internal technical departments to revise, improve, and address functionality of systems.
• Works closely with Housing Information Technology Analyst and IT project teams to ensure accurate communication of processes, functional requirements, and service delivery to our constituents.
• Initiates and assists with timely updates and maintenance of web site.
• Provides reports and analyses from information management systems.
• Queries and analyzes data, providing support to data analytics efforts when necessary.

Other Duties as Assigned

Qualifications

Essential Qualifications

• A High School diploma and 3-5 years of applicable experience in an office and customer service experience.
• Successful experience delivering customer service online and in person.
• In addition to a regular work schedule, availability to work a flexible schedule, when necessary, to be on site and to support major University housing events, including Move In and Move Out weekends. These events regularly occur on holiday weekends, including Memorial Day and Labor Day. Availability during non-business hours to respond to after-hours occupancy-related inquiries.
• Excellent multi-tasking; must be able to effectively work on, organize, and complete many tasks simultaneously.
• Excellent communication skills, both written and oral.
• Demonstrated capacity for exhibiting and conveying professionalism in a public-facing role.
• Tact and diplomacy when dealing with difficult situations.
• Demonstrated ability to work well under pressure.
• Ability to balance project leadership and service support roles successfully.
• Must be self-motivated and manage time well.
• Strong technology experience and full functional use of Microsoft Office applications (Excel, Word, Power Point, Access, and Outlook).
• Aptitude and quick learning ability for use of a housing system software package.
• Ability to create and structure reports; provide data analysis.
• Strong problem-solving abilities.
• Creativity, flexibility, and collaborative skills.

Preferred Qualifications

• A Bachelorâ™s degree.
• Experience in an academic or university setting.
• Proficiency in or quick learning ability for use of a case management software package such as Service Now.
• Web content editing and management.

Core Competencies

• Excellent customer service orientation
• Good interpersonal skills
• Good communication skills (written/verbal)
• Technological savvy
• Takes initiative
• Strong sense of ownership
• Good judgment
• Discretion
• Good problem solver/critical thinker
• Collaborative approach to work
• Baseline of knowledge of facilities, Residential Life, and their intersection
• Basic understanding of the budget and economics of the department

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Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

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About Princeton University
Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and in the service of all nations. Chartered in 1746, Princeton is the fourth-oldest college in the United States. Princeton is an independent, coeducational, nondenominational institution that provides undergraduate and graduate instruction in the humanities, social sciences, natural sciences and engineering.As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.Today, more than 1,100 faculty members instruct approximately 5,200 undergraduate students and 2,600 graduate students. The University's generous financial aid program ensures that talented students from all economic backgrounds can afford a Princeton education.
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