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Customer Service Specialist

Employer
University of Colorado Colorado Springs
Location
Colorado Springs

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution
Customer Service Specialist - 28225 University Staff

Description
The purpose of the Office of Residence Life and Housing is to offer a living environment that will be an integral part of the educational experience offered at the University of Colorado Colorado Springs. The UCCS residential facilities should provide an atmosphere that is conducive to study, as well as social interaction and individual development. The Office of Residence Life and Housing is part of the Auxiliary Services Team and administratively reports to the Associate Vice Chancellor for Student Affairs.

The Customer Service Specialist (CSS) is a member of the housing team and contributes to the overall administration of the Housing Office, a seventeen-hundred plus bed residential facility at the University of Colorado Colorado Springs. This position serves as a contributing member of the Residence Life and Housing Management Team and must work collegially with all members, including the Director of Housing Operations, Associate Director of Housing Operations, Office Coordinator, Director of Residence Life, Residence Hall Managers, Housing Occupancy Specialist, and Graduate Assistants.

The Customer Service Specialist works with other University departments regarding facility and program issues, including Orientation, First Year Experience, Admissions, Recruitment, Financial Aid, Student Financial Services, Athletics, Sustainability, and other student and academic services.

Who We Are:

The purpose of the Office of Residence Life and Housing is to offer a living environment that will be an integral part of the educational experience offered at the University of Colorado Colorado Springs (UCCS). The UCCS residential facilities should provide an atmosphere that is conducive to study, as well as social interaction and individual development.

The University of Colorado Colorado Springs (UCCS) is one of four campuses in the University of Colorado system and is home to over 9,000 undergraduate and 1,800 graduate students. UCCS offers 53 undergraduate degree programs, 24 graduate degree programs, and 8 doctoral programs. UCCS is also home to the world's only Bachelor of InnovationTM program, which allows our graduates to master multi-disciplinary skills and graduate ready to create real change in the world. UCCS was recently classified as a "High Research Activity" university by the Carnegie Foundation and takes pride in being the only higher education institution in southern Colorado that explicitly includes research as part of its mission. We have a strong focus in fueling student success by creating, using, and maintaining a multitude of offices – First Year Experience, Excel Centers, Academic Advising, and the Career Center just to name a few. Overall, UCCS is constantly focused of preparing our students to have success in the future, and we understand that every single employee on our campus has a significant effect on that focus.

The city, which was recently ranked as the number two Best Places to Live by U.S. News & World Report in 2022, known as Olympic City USA, rests at the base of Pikes Peak, the inspiration for the song "America the Beautiful" and a must-see for residents and visitors alike. The 14,115 foot summit is just one of dozens of area attractions, including scenic trails, museums, parks, a zoo and more. With a mild climate and 247 days of sunshine each year, the Springs boasts some of the state's best recreation opportunities.

Job Duties:

General Housing Operations

  • Oversee the housing cancellation and petition processes to include facilitating meetings with the petition committee and ensuring the office is meeting best practices regarding petitions and cancellations.

  • Oversee the logistics for opening and closing of the residence halls each semester and assist with term transition, as needed.

  • Assist the Associate Director with move-in logistics and planning.

  • Coordinate the administration of resident satisfaction surveys.

  • Assist with conducting room inspections at the end of each term.

  • Assist with the renewals process and information dissemination.

  • Assist with housing software management and education.

  • Assist, as needed, with miscellaneous billing to student accounts, as it relates to petition billing adjustments.



Communications, Marketing, and Recruitment

  • Coordinate all housing tours and develop orientation presentations and procedures for prospective and current students and families.

  • Assist with the Mountain Lion Experience program (in addition to new student recruitment activities) and give presentations to prospective students, as requested.

  • Oversee general communications from the Housing office to students, parents, and families.

  • Assist the Office Coordinator with monitoring and responding to general housing email questions and requests.

  • Participate in a yearly review of the housing handbook and contract and assist in formulating rules and procedures, as appropriate for operations.

  • Provide information and customer service to residents and parents or guardians in accordance with federal and state laws.



Off-Campus Housing Relations

  • Oversee the off-campus housing program within the Housing office to facilitate resident students' transition to off-campus living.

  • Oversee the education of residents regarding off-campus living options.

  • Conduct meet and greets with nearby, third-party, student housing complexes, as well as other unaffiliated apartment complexes.

  • Arrange an annual off-campus housing fair for resident students to meet and interact with nearby complexes.



Front Desk Operations & Supervision

  • Directly recruit, select, train and supervise all Front Desk Assistants (FDAs) for both housing areas.

  • Provide semi-annual training for FDAs as well as ongoing training and development.

  • Conduct annual performance reviews/evaluations for all FDAs.



Facilities Management

  • Coordinate with Auxiliary Operations to oversee the maintenance work order process to ensure maintenance staff complete projects in a timely manner.

  • Communicate with residents regarding large-scale maintenance projects.

  • Report any building safety concerns to the Director of Housing Operations and maintenance staff.



Ancillary Responsibilities

  • Serve as an additional in-house resource for community development and programming.

  • Establish and maintain positive professional staff and student staff relationships.

  • Serve on campus committees, as they promote the department or foster excellence in the university community.

  • All other duties that are assigned by the Director or Associate Director of Housing Operations.



The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Job Competencies:

To be successful in this position, the employee will need the following:

  • Excellent critical thinking skills

  • Ability to make decisions for the department in an ethical, judicious and timely manner

  • Excellent customer service skills

  • Ability to effectively supervise and manage a team of student staff

  • Excellent communication skills, including public presentations

  • Proven customer service and budgeting experience

  • Ability to work in a fluid and ever-changing environment

  • Demonstrated conflict resolution skills

  • Working knowledge of computer equipment and technology and the implementation of such within an office/business environment.

  • One plus year of Microsoft software experience

  • One plus year of database software management to include set-up or changing of software configurations

Work Location: On-site

Remote work will be available for emergency events. This will be offered based on the emergency and allowance will come from leadership and the guidelines provided at the time of the emergency.

This position has been determined to be exempt from the overtime provisions of the Fair Labor Standards Act (FLSA).

What We Offer:

Salary Range: Generally starting at $37,973 per year

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The University of Colorado Colorado Springs offers excellent benefits), some of which include:

    Medical insurance, with the lowest cost option being $0 to the employee

    Dental, Vision, Life and Disability insurance

    Generous paid vacation and sick time accruals (14.67 hours of vacation and 10 hours of sick accrued per month, prorated if part-time)

    Mandatory retirement plans. Employees contribute 5% of their annual compensation. CU doubles that and contributes 10%

    Tuition Assistant Benefit available to you or a dependent

    Paid Parental Leave after 12 months of employment

    Off Campus Housing Resources

Tentative Search Timeline:

    Priority will be given to applications submitted by December 12th, 2022. However, this posting will remain open until filled.

    The potential dates for interviews with the search committee will be the week of December 19th through December 23rd, 2022.

    The potential dates for interviews with the supervisor and appointing authority will be the week of January 3rd through January 13th, 2023.

    The potential employee start date is February 1st, 2023.

The University of Colorado Colorado Springs is committed to providing a safe and productive learning, living and working community. To assist in achieving this goal, we conduct background investigations for all prospective applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history check.

UCCS is an equal opportunity and affirmative action employer. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, the University of Colorado does not discriminate on the basis of race, color, creed, religion, national origin, gender, disability, age, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation or political philosophy in its programs or activities, including employment, admissions, and educational programs. Alternative formats of this ad can be provided upon request for individuals with disabilities by contacting the Office of Human Resources at (719) 255-3372.

The Immigration Reform and Control Act requires that verification of employment eligibility be documented for all new employees by the end of the third day of work.


Qualifications
Please note that while the position details both required qualifications as well as preferred qualifications below, we want applicants to be aware that they do not need to have all of the preferred qualifications to be considered for this position. If you meet the minimum qualifications, have passion for the work, along with experience in a related field, you are encouraged to apply. We encourage on-the-job training for any additional skills or knowledge that become relevant to the position.

Minimum Qualifications:

  • Bachelor's degree in related field

  • One year of experience in higher education administration, business administration or related field

Preferred Qualifications:

  • Master's degree or substantial work experience in related fields

  • Three to five years of professional experience in higher education administration, business administration or related field

  • Experience in higher education housing operations or residence life

  • Experience using StarRez software system or comparable housing management software

  • Knowledge of student development and higher education administration

  • Working knowledge of facilities management

Physical Requirements:

While performing the duties of this job, the employee is frequently required to move. Employee is occasionally required to stoop, kneel, crouch, reach and finger; fine motor skills. The employee must occasionally lift and/or move up to 50 pounds and will frequently lift and/or move up to 20 pounds

To perform this job successfully, an individual must be able to perform each of the established essential functions and meet the physical and environment demands described satisfactorily. The requirements listed are representative of the knowledge, skill, ability, physical and environmental conditions required of the employee on the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, physical and environmental demands.

Applicants with disabilities: If you have a mental or physical impairment, which limits one of your major life activities (e.g. walking, hearing, seeing, speaking, breathing, or learning) and require special accommodations for testing or interviewing, it is your responsibility to notify the office scheduling the interview or test at least 3 working days before the interview or test date. If you need special accommodations at the work site, you must notify the appointing authority or Human Resources.
Special Instructions to Applicants: · Applications submitted by 12/12/2022 will receive full consideration. · Applications submitted through email or surface mail will not be considered. Please apply at cu.edu/cu-careers (job #: 28225). · Official transcripts will be required upon hire. · Upon request, please be prepared to provide five professional references (at least two previous/current supervisors), including their email contact information If you have technical difficulties with your application, please contact the CU Careers help desk at 303-860-4200 #5 or cucareershelp@cu.edu. Job related inquiries should be directed to the posting contact. The University of Colorado Colorado Springs will not sponsor work visas or permanent resident applications for this position. Application Materials Required: Cover Letter, Resume/CV Application Materials Instructions: Please identify the job-specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications. When submitting the materials, check the Job Specific Attachments box next to each document in order for the search committee members to see your materials.

Job Category: Student Services

Primary Location: Colorado Springs Department: C0001 -- Colorado Springs Campus - 40129 - VCSA-AUX-RES LIFE & HOUSING

Schedule: Full-time

Posting Date: Nov 29, 2022

Unposting Date: Ongoing Posting Contact Name: Shawn Hood Posting Contact Email: shood2@uccs.edu Position Number: 00002308





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