Desk Clerk II

Department CSL Housing and Residence Life Operations 5

The mission of Housing & Residence Life is to help develop and support inclusive communities that engage residents in exceptional living experiences within secure and well‑maintained environments that foster a sense of belonging and support the academic initiatives of the University. The primary strategy for the delivery of such an environment is through a residence life program that aims to develop strong residential communities that are self‑regulating, supportive of academic success;

provide a strong sense of belonging, and rich opportunities for personal, cultural, social and intellectual development. The leadership of residential faculty and adult staff in fostering these experiences is key to the success of the mission.

The Desk Clerk II performs lead receptionist and clerical duties during the academic year. The front desk area is an intimate area overseeing building security and mail. The Desk Clerk II must be able to handle high and low levels of activity while providing excellent customer service to our internal and external partners.

• Responsible for performing receptionist and clerical duties of moderate difficulty in accordance with HRL policy and expectations. Responsible for preparing materials for the opening and closing of residence halls. Ensure key inventories are updated and completed, resident room changes are properly documented and update desk related documents upon request.
• Demonstrates leadership among desk clerks in providing exceptional customer service to residents, staff, and visitors. Proposes suggestions for service improvement. Performs any and all duties of lower classification in same occupational group.
• Cheerfully greet residents, staff and visitors in person or by phone. Engage residents, staff and visitors as they utilize the amenities of the residence hall, including services of the front desk. Thoughtfully provide information about campus, and residence hall policies and procedures.
• Receive, record, and distribute U.S. mail, as well as U.P.S., Fed Ex and other packages. Enter packages into online package distribution system. Carry, lift and move loads of supplies, materials and mail up to 49 lbs regularly and managing heavier loads with the assistance of other building staff members as needed. Contact shipping companies when a pickup or investigation is needed regarding one or multiple packages.
• Maintain resident, guest and visitor sign‑in/out records. Check out and follow up for return of borrowed cleaning and recreational equipment and keys by maintaining appropriate forms and records. Request front desk office supplies via online system; stock as supplies are received.
• Adheres to directives and policies outlined by leadership during trainings, via email and in the Desk Clerk manual; provide routine orientation to new employees in coordination with Residence Hall Managers and HRL. Responsible for accessing the automated on‑call system in order to schedule replacement of desk clerks.
• Complies with building management emergency response and evacuation systems, such as fire alarm procedures. Keep alert to unusual circumstances and situations; take appropriate action and efficiently report critical issues to Assistant Director of Operations and other building management staff by phone and or an incident report via an online system.
• Participate in monthly administrative processes such as Lead Clerk meetings or on‑campus interviews for full‑time Housing & Residence Life staff members.
• Work 1‑3 shifts prior to the start of the academic year to prepare the desk for student return as well as Saturday/Sunday shifts during the closing and opening of break periods as needed.
• Perform other tasks as requested by Assistant Director of Operations.

• Display emotional intelligence.
• Demonstrate strategic agility.
• Foster positive partnerships and collaboration.
• Identify priorities in order to recognize and resolve or refer problems.

• High school diploma or equivalent required.

• Previous customer service experience required.
• Prior experience as a Desk Clerk I…