Description:

Provide guidance and leadership of a residential service desk to ensure consistent quality of customer service is provided to all residents and visitors in accordance with Student Housing & Residential Life standards. Receives and responds to the more difficult customer inquiries and complaints. Investigates and researches complaints and participates in negotiating solutions. Conducts proactive customer services activities, and residential desk department related administrative work.

1. Supervise residential service desk operations by completing important daily tasks and assist with department desk related functions such as room assignments, key audits, and process paperwork.
2. Assign and instruct front desk student staff in details of work and monitor desk traffic.
3. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
4. Prepare desk staff schedules and conduct desk staff meetings. Communicate effectively with all staff and provide them with any information necessary to provide excellent customer service in accordance with Student Housing & Residential Life standards.
5. Monitor performance of desk student staff with performance evaluations and make recommendations for training when needs develop at the residential desks.
6. May perform the duties of desk staff when needed.
7. Answers telephones and provides general information to students and/or individuals outside the University; verifies information.
8. Assists visitors and/or students in person and by telephone and informs them of offices or departments on campus that can assist them.
9. Accepts and processes requests for official university information or documents; provides instructions on how to obtain university information or documents.
10. Performs other job-related duties as assigned.

MQ: Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of three (3) years of directly job-related experience.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are Equal Opportunity Institutions. Everyone is encouraged to apply.