Desk Clerk

Department

CSL Housing and Residence Life Operations 3

About the Department

The mission of Housing and 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.

Job Information

Job Summary:

A Desk Clerk performs clerical duties during the academic year and is responsible for building security, access control, equipment management, and mail processing. The front desk area of each building is unique and hosts one or more staff members throughout all hours of operation. A Desk Clerk must be able to handle low and high levels of activity while providing excellent customer service to our internal and external partners.

The Desk Clerk position has a 9-month schedule with multiple temporary seasonal shutdown periods during the winter and summer. This is a part-time, 32-hours per week position. The Desk Clerks work in a 24-hour operation. Multiple shifts are available primarily during evenings, overnights, and weekends.

Responsibilities:

• Perform clerical duties in accordance with Housing and Residence Life (HRL) policy and expectations, including answering phone calls, checking email regularly throughout their shift, communicating information between shifts to colleagues and supervisors, and processing resident room changes.
• Provide exceptional customer service to residents, staff, and visitors.
• 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. 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 the online package distribution system. Carry, lift, and move loads of supplies, materials, and mail up to 49 lbs regularly and manage heavier loads with the assistance of other building staff members as needed.
• Maintain vigilant awareness of security doors and lobby entryway; check resident, staff, and guest I.D.s as they enter the building; maintain resident, guest, and visitor sign-in/out records. Encode and invalidate campus cards for building room access.
• Check out and follow up for return of borrowed cleaning and recreational equipment and keys by accurately maintaining appropriate forms and records. Request front desk office supplies via the online system; stock as supplies are received.
• Adhere 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 Assistant Directors of Operations and Associate Director, Desk and Mail Operations and HRL. Responsible for accessing the automated on-call system to schedule replacement of staff.
• Knowledgeable in emergency protocols and evacuation systems, such as fire alarm procedures, keep alert to unusual circumstances and situations; take appropriate action and efficiently report critical issues to their supervisor and Facilities Services by phone and complete an online incident report for tracking purposes.
• Report building maintenance issues via phone or by submitting a service request through Facilities Services.
• Perform other tasks as requested by Assistant Director of Operations and Associate Director, Desk and Mail Operations and building management.

Competencies:

• Effective oral and written communication.
• Work with some independence, multitask, and work with frequent interruptions.
• Aware of, in control of, and professionally express one’s emotions.
• Manage peer-to-peer and supervisor interactions with courtesy, tact, and diplomacy.
• Identify priorities in order to recognize and resolve or refer problems.

Education, Experience or Certifications:

Education:

• High school diploma or GED required.

Experience:

• Previous customer service experience required.
• One year of general office or clerical experience required.
• One year experience in a customer service role in a college or university preferred.

Technical Knowledge or

Skills:

• Knowledge of general office procedures and practices required.
• Keep records; assemble and organize data, and prepare and submit reports in acceptable formats required.
• Working knowledge of Microsoft Word, Excel, Outlook, and navigate web-based systems required.
• Learn a range of position-related software applications required.

Working Conditions and

Physical…