Operations Coordinator

Position: Housing Operations Coordinator
Current UC employees must apply internally via Success Factors

Next Lives at the University of Cincinnati

Founded in 1819, the University of Cincinnati ranks among the nation's best urban public research universities. Home to more than 53,600 students, 12,000 faculty and staff, and over 360,000 living alumni, UC, a Carnegie 1 institution, combines research prowess with a physical setting The New York Times has called "the most ambitious campus design program in the country." UC's momentum has never been stronger as the anchor of the Cincinnati Innovation District, the oldest cooperative education (co-op) program in the country with students earning $94 million annually through paid experiences, an academic health system, and as a member of the Big 12 Conference.

The university contributes $10.6 billion in economic impact to the city and $22.7 billion to the state of Ohio. At UC, next is all of us. Learn more  .

UC is a mission-driven organization where we are committed to student success and positively transforming the community through scholarship and service. We thrive on innovation, making an impact, and fostering an environment where staff and faculty are key contributors to UC's success.

Job Overview

Coordinate day to day operations for a comprehensive Housing Services program, including daily processing and customer service activities related to contracting, room assignments, billing and room changes for campus residents.

Essential Functions

• Assist with developing and coordinating contracting processes, room assignments, contract review, room changes, and bill processing for campus residents.
• Provide excellent customer service for campus residents and provide hands-on support to call center staff. Serve as an escalation point for referrals requiring supervisory authority.
• Serve as liaison with other university offices.
• Maintain current understanding of the Housing Management System, Housing call center software and related systems for day-to-day processing needs.
• Develop ad hoc reporting. Assist staff members with design and development of reports.
• Maintain statistics and provide regular reports on call center activity and performance.
• Resolve complex problems, work with appropriate staff to develop and implement intervention strategies using professional counseling techniques. Make expert referrals as needed.
• Design, develop, implement, and coordinate programs for students and other customers. Coordinate with other Campus Services departments on offerings and services.
• Oversee activities of call center personnel and operations.
• Hire, train, schedule, supervise and evaluate student staff.
• Responsible for quality assurance including monitoring of live calls.
• Develop and implement programs to assess student needs and expectations.
• Will be required to be on-call and/or have weekend responsibilities during heavy volume time periods (move in / move out) or to support response to emergency situations.
• Perform related duties based on departmental need. This job description can be changed at any time.

Required Education

• Bachelor's Degree.
• Five (5) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.

Required Trainings/Certifications

N/A

Required Experience

One (1) year of experience as a service provider.

Additional Qualifications Considered

University or student housing or related area (i.e., multifamily housing, hotel, etc.) experience.

Physical Requirements/Work Environment

• Sitting - Often
• Talking - Often
• Hearing, listening - Often
• Repetitive hand motion (such as typing) - Often
• Bending - Seldom
• Standing - Seldom
• Walking - Seldom
• Climbing stairs/ladders - Seldom
• Crouching - Seldom
• Kneeling, squatting - Seldom
• Lifting - up to 20 pounds - Seldom
• Reaching overhead - Seldom
• Crawling - Not Required
• Pulling, pushing - Not Required
• Shoveling - Not Required
• Stooping - Not Required
• Lifting - up to 50 pounds - Not Required
• Lifting - over 50 pounds - Not Required

Compensation and Benefits

UC offers an exceptional benefits package designed to support your well-being, financial security, and work-life balance. (UC Benefits) Eligibility may vary by position and FTE status. Highlights…