Representative - University Housing

University Housing provides an essential element of the Illinois experience, with hundreds of employees across seven units working together to build and maintain safe, healthy and welcoming homes for our residents. We value the many diverse voices, opinions, experiences and identities of the Illinois community, and our commitment to diversity, equityand inclusion is woven into each of our interactions, programs and decisions.

The Family & Graduate Housing team manages the housing units and leasing process for the students and their families living inour graduate-upper division residence halls and apartment complexes. This roleis responsible for the leadership, management, and coordination of aresidential community in the University Apartments. They will work collaboratively with colleagues on campus to support the University Housing mission and vision, build safe, inviting communities through leadership,supervision, crisis management, and implementation of a residential curriculum.

Interacts with University Housing residents and applicants; implementation of housing procedures and policies; and contribute to daily operations of three apartment complexes. Includes regular communication by email, phone and in person. All University Housing staff foster a respectful, inclusive, and collaborative work environment within University Housing.

Customer Service and Resident Relations

• Provide customer service and discuss housing options with applicants and current residents.
• Communicate with operations and maintenance staff to coordinate with residents regarding work in their apartment.
• Serves as a primary point of contact for residents by clearly communicating application procedures, status updates, required documentation, proof of affiliation processes, and lease-related options.
• Maintain up to date knowledge of leasing policies through ongoing coordination with the leasing team to ensure accurate and consistent communication with residents and applicants.
• Maintain excellent public relations with students, dependents of leaseholders, parents, and university employees.
• Assist with the coordination workshops, and open houses including reservations, registration and staffing the table.
• Report on customer feedback, identifying problems, implementing solutions and providing suggestions to supervisor.
• Participate in staff meetings, training and development activities.

Communication Responsibilities

• Daily communication with residents by email, phone, and in office interactions.
• Respond to inquiries; and clarifying departmental policies and procedures.
• Conduct check-in process with new residents and groups as needed.
• Respond to complex inquiries from campus clients to provide or clarify information on University Housing services, programs, policies or procedures.
• Compile data for reports such as occupancy rates and complete simple research projects, including annual market comparison research.
• Utilize effective writing skills to communicate, including mastery of grammar, spelling, and punctuation for clear written communication.
• Review website and application content for clarity and accuracy of information.

Administrative Responsibilities

• Perform the billing process, and process account adjustments (damage charges, new keys, refunds, etc.) on resident accounts.
• Maintain, review, and prepare all check-in materials. Perform onsite visits to apartment units to evaluate, verify, and record the condition of each unit.
• Maintain and enter resident and application data into electronic records.
• Utilize campus computer system to verify information for affiliation and university accounts.
• Recommend changes in housing operations, policies and procedures.
• Effective execution of administrative procedures within leasing software.
• Conduct onsite review of apartment units to determine condition and move in readiness.
• Train student workers and other housing staff employees to assist with check-in and office coverage. Assist in the development of training materials, as needed.

Perform other duties as assigned.

• High School Diploma, GED, or equivalent.
• Any combination totaling
  two years
  from the following categories:
• Housing, residential life, hospitality, business, or closely related work experiences.
• College course work in Higher Education Administration, Student Personnel Administration, Hospitality Sciences, Business Sciences, Social or…