Assistant Director for Housing Services and Desk Operations

Job Description

The Virginia Tech residential experience centers on the Aspirations of Student Learning and Experience VT, two elements central to the student’s residential experience at the university and particularly within on-campus housing. Housing Services, in close partnership with colleagues within Residential Well-being and the Office of Living-Learning Partnerships, instill student well-being success by providing excellent, consistent customer service within every student interaction. Housing Services inspires students, campus members, and colleagues within the professional field through exceptional service, well-maintained

facilities, and innovative use of technology to ensure Virginia Tech is the premier housing leader in the college and university sector.

The assistant director, reporting to the associate director for housing services, will champion occupancy management for the residential portfolio of over 10,000 residential students, 18,500 on- and off-campus dining plans, conference and guest services frontline support, and work closely with residential well-being and living-learning programs.

The assistant director will develop and lead a new 24-hour service desk, directing the recruitment, selection, training, and supervision of frontline student staff. Leading this 24/7 help-desk team, the assistant director will implement programs and activities to ensure high-level customer service experiences for residents and other constituents. The successful candidate will have an unrelenting commitment to robust customer service and will institute regular and on-going customer service assessment.

The successful candidate must have highly developed written and oral communication skills and be adept at creating and leading training sessions to equip the 24/7 help desk team to deliver exceptional service and referral to campus resources. The ability to clearly represent data and processes in print, email, and web-based content is a key element of this position.

The assistant director must be student-centered and comfortable communicating with a variety of constituents. This position requires meeting extensively with students, parents, and staff members to provide timely and appropriate responses to housing needs. Given that this position serves in an on-call administrative oversight capacity, the successful candidate must have the ability to respond appropriately to stressful situations and have the professional discernment to enact university protocols as needed.

Positional success indicators include families and students reporting having information provided in a proactive manner in an appropriate timeframe and their concerns are heard and empathetically responded to with effective communication and with consistency/clarity of process. Colleagues will have information needed to perform their duties, and Housing Services is seen as a supportive unit in achieving the overreaching goals of Student Affairs.

Required Qualifications

Master's degree and/or equivalent experience in Computer Science, Public Administration, Finance, Business Management, Student Affairs, Hospitality Management, or related field.

High organizational skills with attention to detail. Ability to deal effectively with a diverse population, multitask duties with frequent interruptions, remain calm under highly stressful conditions, and provide excellent customer service. Ability to maintain confidentiality of student records.

Computer operations experience including Windows, Microsoft Office Suite, database systems, reporting, and financial information systems (StarRez, Ellucian Banner).

Preferred Qualifications

Previous experience in college housing program administration, residential property management, or related experience. Experience with StarRez (housing/dining/conference management software). Experience in customer / incident tracking software.

Preferred qualifications: Experience with StarRez (housing/dining management software). Experience with report development and generation using SQL/database query language(s

Pay Band

Appointment Type

Restricted

Salary Information

Commensurate with experience

Review Date

June 28th, 2022

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges , a school of medicine , a veterinary medicine college, Graduate School , and Honors College . The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers . A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.

If you are an individual with a disability and desire an accommodation, please contact Nickie Smith at nickiesmith@vt.edu during regular business hours at least 10 business days prior to the event.

Advertised: June 14, 2022
Applications close: