"Community Desk Specialist"

Job Summary

Under the direct supervision of the Assistant Director of Residential Life, the Community Desk Specialist provides direct supervision and coordination of the overall design, implementation, and daily administration of up to 10 customer service desks serving approximately 5,000 residents. Daily functions include student staff hiring, training, scheduling and supervision, administration of guest/visitor registration, desk services and residence community front desk safety and security. The incumbent understands SJSU University Housing policies and procedures, maintains confidentiality, and shows diplomacy and comportment while working with individuals from many backgrounds. Incumbent serves as a Residential Life representative on University committees, and helps develop, support, and promote the Residential Life program.

Key Responsibilities

• Oversees daily administration of residence community front desks including operations, staffing and scheduling, policies and procedures, and payroll.
• Ensures staffing, policies and processes are implemented that adhere to and reinforce residence community safety and security initiatives.
• Establishes and implements procedures for day-to-day functions in conjunction with Residential Life professional staff.
• Oversees and ensures delivery of hall desk services including response to resident inquiries, lock outs and key access, recreation equipment check out and resident check in and check out.
• Develops and updates staff manual for all hall front desk student assistant positions.
• Coordinates the recruitment, selection, training and supervision of front desk student assistant positions.
• Plans, directs, supervises and evaluates the residence community hall desk staff.
• Coordinates staff scheduling to ensure 24/7 coverage at residence community desks during the academic year and summer.
• Maintains contact with Residential Life professional staff regarding desk staff duties, training and any performance concerns.
• Completes payroll process including required hiring paperwork and transactions for residential life student assistant staff.
• Trains student staff on time reporting process and ensures student time is entered correctly. Makes changes and follows up with student and professional staff as needed.
• Develops, prepares, updates, maintains and reviews annually staff manuals for desk student assistant positions.
• Develops and implements survey tools to assess and evaluate overall program effectiveness and customer satisfaction.
• Participates on department and university committees related to the administration of a comprehensive Residential Life program.

Knowledge, Skills & Abilities

Ability to understand, interpret, and apply policies and regulations in specific situations to analyze and solve organizational and operational problems related to a comprehensive program. Thorough knowledge of methods, procedures and practices for providing high quality customer service and ensuring customer satisfaction. Thorough knowledge of policies, procedures, regulations and best practices pertaining to the organizing and administration of conference events. Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved. Ability to be flexible, embrace change, and manage frequent interruptions. Ability to exercise appropriate judgment and perform duties and responsibilities in the absence of close supervision. Ability to support and monitor program budget allocations, and prepare appropriate reports. Ability to collect and evaluate data, draw valid conclusions, and project consequences of various alternative courses of action. Ability to provide work direction. Knowledge of software applications such as word processing, spreadsheets, database management, preferably StarRez and When To Work, and the Internet. Excellent oral and written communication as well as presentation skills. Ability to compose and appropriately format correspondence and business reports using appropriate English grammar, punctuation and spelling. Excellent interpersonal skills and be able to handle a high degree of customer contact surrounding potentially emotional/controversial issues and deal with conflict while maintaining a sense of perspective and professionalism. Ability to maintain confidentiality and appropriately handle sensitive communications for students, staff, and external agencies. Ability to communicate with constituents in a professional and respectful manner.

Required Qualifications

A bachelor's degree and/or equivalent training. Two years of administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.

Preferred Qualifications

Bachelor’s Degree in Business, Hospitality Management, Education or a related field. Experience supervising professional or student staff. Experience performing desk or guest/customer service functions. Experience providing oversight of an administrative operation and/or process. Experience performing payroll operations or financial tasks. Experience Working with housing and/or overnight guest housing services. Experience working in an educational and/or residential setting.