Coordinator, Residential Services

M-F; 8:15 a.m.-4:30 p.m.

Northern Kentucky University is an Equal Opportunity/Equal Access institution. We embrace inclusiveness, equity, and global awareness in all dimensions of our work and seek excellence through diversity among our students, administrators, faculty, and staff. Application by members of diverse groups is encouraged.

This position is directly responsible for the overall customer care as well as transactional and administrative services of University Housing. This includes oversight of all residential front desks and services (including the University Housing central office), direct supervision of the desk managers, mitigation of all initial and escalated customer services issues, creating communication transcripts for major departmental initiatives, all mail and package services and processes, and all University Housing operations student staff hiring, onboarding, and separations.

In addition, this position will play a key role in organizing and developing the guest and conference services program through a lens of hospitality management and is charged with maximizing revenue in this area.

Desk Services
This position manages all aspects of desk services for all residential facilities including direct supervision of Desk Manager (DM) positions, serves as a liaison between University Mail and third-party deliveries ( USPS, UPS, FedEx, Amazon, etc.), and tracks University Housing keys and equipment. Provide leadership ensuring 24-hour coverage of each front desk.

Customer Care
Answers customers' questions, resolve problems, and maintains customer satisfaction by providing problem-solving resources. Audits customer service procedures and trends while determining systematic improvements. Enforces policies and procedures. Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Conference Services
This position will work on a team that manages all of our summer camps and conferences, registrations, reservations, sponsor communication, and billing. Plans, schedules, documents, and supports service delivery for events using established policies and procedures to meet customer need and ensure event compliance with institutional policy. Greets customers/guests assist with registration, answers questions, and refers complex issues to appropriate entities.

Supervision
Manages customer service staff, communicates job expectations, and performs appraisals and job reviews. Recruit, hire, train, and evaluate Desk Managers, Desk Assistants, and Summer Conference Assistants while also assisting in planning and facilitating the corresponding training.

Bachelor's Degree and two (2) years related experience. Acceptable equivalency: Four (4) years related experience.

Supervisory experience.
Customer Service experience.

Any candidate who is offered this position will be required to go through a pre-employment criminal background check as mandated by state law.