Customer Engagement Manager - University Housing

Customer Engagement Manager - University Housing

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The Housing Information and Marketing team provides customer service, marketing, and assessment services to University Housing’s diverse audiences. HI&M also offers strategic, data‑driven guidance for the organization’s long‑term planning efforts, including occupancy management, marketing strategy, the residential experience, employee culture & climate, and more.

Responsible for the overall customer engagement experience delivered by the Housing Information Office. Ensures exceptional service and manages complex systems and processes for prospective residents and customers. Collaborates across University Housing to solve problems and ensure excellent service delivery, engaging with employees and students from diverse backgrounds to foster a culture of diversity, equity, and inclusion.

• Lead service interaction, triage, and resolution at all levels of customer inquiry, managing responses on multiple platforms including in‑person, phone, email, and events.
• Actively resolve problems and customer complaints, ensuring students, families, and community members receive positive support.
• Utilize knowledge of University Housing and Student Affairs functional areas to effectively resolve student concerns or provide appropriate referrals.
• Exercise discretion in addressing and resolving complex customer needs, including complaints and inquiries.
• Approve policy and procedural exceptions using independent judgment and serve as appeal agent for decisions by office staff.
• Collaborate with customer‑facing functions in other units or departments to ensure continuity of response and accuracy in information sharing.
• Create and manage regular customer experience evaluations for all aspects of service, defining metrics for performance goals related to successful customer engagement.
• Develop opportunities for customer feedback using multiple methods.
• Facilitate prospective student and family outreach, including large presentations and all aspects of the Housing Tour program.
• Develop and administer the Housing Ambassador Program.
• Represent University Housing and HI&M in meetings or on committees and cultivate positive public relations with campus and community partners.
• Establish and maintain partnerships with Housing colleagues and applicable campus units to administer operational tasks supporting the successful transition of new students on campus.
• Coordinate communication with residents, updating correspondence, publications, policies, procedures, and website content in conjunction with unit marketing staff.

• Lead thorough customer service delivery for the Housing Information Office.
• Manage response processes for customer inquiries related to contract details, billing, accommodation for disabilities, dietary needs, and other assignment considerations with precision and accuracy.
• Provide leadership and direction for University Housing customer engagement through training and escalation support of full‑time staff.
• Supervise student staff in the Housing Information Office, creating a consistent hiring, training, and evaluation cycle for student office assistants and housing student ambassadors.
• Maintain effective reference materials to guide staff in assisting students, parents, guardians, and community members.
• Maintain communication with the Assistant Director of Operations & Contracts for HI&M regarding critical situations or resident issues.
• Coordinate evaluation of customer experience strategies across University Housing.
• Develop service reports to anticipate and recommend improvements in efficiency and effectiveness of service delivery.
• Manage customer data and analytics using multiple sources, partnering with the assessment coordinator to build regular reports on the customer experience with recommendations for growth and improvement.
• Foster positive interpersonal interactions among staff and maintain a positive work environment.
• Engage in and implement…