Administrative Specialist, Customer Service

PAY GRADE: 29E

CONTEXT OF THE JOB

Residence Life & Housing (RLH) plays a key role in furthering the strong residential character of the University of Delaware. RLH focuses on the campus residential community, comprising over 42 residence halls housing 7,200 students with over $68 million in annual transactions, as it relates to the student experience and belonging and ensures that programs and operations align with and support Divisional and institutional missions.

Under the limited supervision of the Senior Associate Director for Housing Systems and Assignments, the Customer Service Specialist manages all front office operations and customer service activities using web-based interactive technology for a large campus housing system comprised of over 40 residence halls housing 7,300 graduate and undergraduate students with over $68 million in annual transactions. Develops a high level of competence navigating and interpreting StarRez housing software to effectively assist with a high-volume, wide variety, and complex set of student and guardian/family concerns.

The Administrative Specialist is responsible for complex duties to ensure overall efficient implementation of departmental strategic and operational initiatives. These duties include conducting research; preparing reports; oversight, direction, and resolution of information requests; financial and human resources functions; and preparing correspondence frequently of a highly confidential and sensitive nature requiring the utmost discretion and tact in guarding confidentiality.

The Administrative Specialist interacts regularly with divisional administrators, university colleagues, students, the public, and members of diverse audiences on behalf of the Assistant Director to answer questions, provide information, and resolve issues that arise. A high level of independent judgment, organization, communication skills, discretion in handling confidential information, initiative, and problem-solving skills are required.

Develops high quality first-point of response reception, phone, and departmental e-mail response to approximately 17,000 thousand calls and approximately 40,000 emails from guardian/family, student, and UD community contacts ranging from simple inquiries to highly complex issues.

This position performs essential functions and has vacation restrictions and expectations for overtime during peak periods including room-assignment releases and residence hall opening.

MAJOR RESPONSIBILITIES:

• Maintain an exceptional help-oriented response system to address needs of guardian/family and students in a high-volume call and email environment. Maintain a high level of sensitivity and empathy for students. Ensure that all student privacy rights are maintained.
• Perform a broad range of complex administrative duties, including those of a highly confidential nature, on a regular basis and exercise initiative and judgment to make independent decisions.
• Produce and disseminate to all staff on the department phone-tree a comprehensive understanding of each assignment phase (new, returning, break, transfer, etc.) of the residence hall operation and adjust response protocols relative to 13 distinct classifications in the housing system. Create updated frequently asked questions documents for each unique phase and train student phones team and fellow Administrative Specialists with phone responsibilities.
• Prepare data and reports related to presentations, strategic planning materials, and other departmental priorities to inform the work of the department and stakeholders. Share with stakeholders as appropriate.
• Respond to front-line approaches to address highly complex, emotionally charged, and sensitive student issues and calls that cannot be addressed by staff on the phone treee. Effectively de-escalate situations and refer callers to appropriate resources if unable to resolve. Serve as resource and training for front-line response staff in effective de-escalation techniques and boundary setting frameworks.
• Effectively interprets and communicate institutional policies and procedures to a wide variety of constituents. Effectively addresses concerns or routes them to other personnel or departments.
• Hires, trains, and develops a team of student front-line staff focused on providing accurate and client focused services. Ensures consistent coverage of main office customer support operations. Tracks customer needs and trends and develops proposals for service improvements. Supports and assists with functions of room assignments and room changes.
• Gather Confidentiality Agreements and ensure that new staff are effectively trained on relevant federal laws and UD/RLH protocols for information sharing. Coordinate coverage of phone/front desk operations to provide customer support for 9-hour daily operation and for peak time weekend and evening operations. Develop and oversee student employee schedule and initiate coverage for absences, departmental training sessions, etc. Develop training and oversight strategies ensuring effective reception staff response to issues ranging from simple information requests to crisis situations. Take corrective action with student employees within the RLH supervision framework. Utilize UD Time to verify logged hours of staff.
• Represent UD and Residence Life & Housing by serving as a central first point of contact for guardians/families, students, and members of the University community (phone/e-mail/in-person) to effectively answer questions, address concerns, or route them to personnel who can assist. Maintain detailed knowledge of relevant policies, processes, protocols, and resources and effectively convey complex information and rationale. Assist students, guardians, and UD community members in obtaining accurate information from appropriate staff members within and outside of the department.
• Manage main telephone lines. Responsible for daily monitoring of the voice mail system for main lines. Compose and record outgoing messages to inform callers of Residence Life & Housing news and deadlines. Initiate modification of system rollover times according to academic calendar.
• Review all e-mail messages sent to reslife-housing@udel.edu and develop professional responses on a wide variety of inquiries. Accurately refer central account e-mails to appropriate staff for responses outside of scope.
• Use effective judgement in determining speed and routing of reported concerns. Develop accurate and detailed summaries of student and guardian issues and send concerns to the appropriate personnel within and outside of the department for problem resolution.
• Develop strong, collegial communication lines with Residence Hall Coordinator staff to discuss student concerns and status on resolution.
• Monitor and document frequently asked questions and initiate proposals for improved departmental communication strategies. Review RLH related FAQ documents hosted by UD Admissions and the Office of Communications and Marketing and make suggestions for updates based on current phase of the housing cycle.
• Stay up to date on Residence Life & Housing activities and administrative calendar; organize and disseminate information to front desk student customer service employees and others.
• Develop proficiency with StarRez System. Initiate problem-solving steps to commonly experienced student and guardian concerns.
• Access StarRez System and/or UDSIS Student Information System to assist with housing assignments and billing questions.
• Develop resource manuals and training information for front desk needs; coordinate and conduct training for front desk student customer service employees; develop information dissemination plan and provide regular updates. Assist in developing and conducting training seminars for student staff.
• Respond to routine and non-routine inquiries. Initiate fact-finding to resolve issues independently. Refer inquiries to appropriate staff members and University offices for assistance. Prepare, draft, edit, and distribute a variety of highly confidential specialized, and recurrent reports and correspondence.
• Develop and maintain administrative and office management strategies; analyze office operations and strategies; propose and implement new strategies, procedures, and systems designed to improve administrative functioning and increase efficiency. Initiate resolution to in-office issues and needs that arise.
• Maintain up to date understanding of campus resources and services offered by a wide variety of Division of Student Life units and other student services providers; coordinate with Division of Student Life units and other service providers to maintain up-to-date literature for student distribution in the reception area.
• Coordinate support projects and tasks with other Residence Life & Housing staff during periods of low call volume.
• Assume active roles in Assignments and Business team meetings to improve the overall functioning of central office practices and communication. Engage in cross training with department non-exempt staff in order to cover duties when necessary.
• Keep reception area presentable, welcoming, and professional
• Assist Assignments Specialist with roster appointments with Residence Hall Coordinators at the beginning of each semester. These include appointment schedules, roster reconciliations, and room assignment updates
• Provide general support and assistance with a wide variety of administrative and assignment tasks.
• Responsible for closing office daily.
• Other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in business administration or other job-related field and three years job-related experience supporting an executive, or equivalent combination of education and experience.
• Effective organizational skills and attention to detail, with ability to operate independently and to use sound judgement, initiative, and discretion in all interactions with constituents.
• Excellent interpersonal, oral, and written communication skills.
• Experience in creating reports and communications of a confidential or sensitive nature.
• Proficiency in the Windows environment, Microsoft Office (Access, Excel, PowerPoint, Word, Outlook), electronic communication and internet research.
• Ability to use keen listening and problem-solving skills, maintain sensitivity to constituents’ circumstances and quickly determine proper action.
• Demonstrated ability to work in a fast-paced environment as needed and to respond effectively to emotionally charged students and families
• Ability to communicate effectively and interact well with people of all ages and diverse backgrounds.
• Working knowledge of FERPA, the Clery Act, and Title IX.
• Knowledge of University policies and procedures preferred.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.