Advisor, Housing Services

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Posting Information:
This posting is for an existing vacancy.

This position is being offered as a temporary : 18 months

Job Description:

Primary Purpose

The Advisor Housing Services is the welcoming and compassionate face for all Campus Housing customer service interactions. Advisors appropriately solve issues related to housing or refer customers to the right resources. Solving customer issues often includes assisting students with finding appropriate resources from on-campus residences and off-campus services and/or advising them to attend workshops or other support services. The incumbent also handles administrative matters including: some office operations workshops and presentations and other projects as assigned to ensure all customers are supported appropriately.

Key Accountabilities

Communicating and providing student housing service support

Acknowledges and responds to customer inquiries regarding the status of their residence applications eligibility requirements and procedures

Problem solves one-of-a-kind scenarios and tailors communication to diverse audiences

Exercises sound judgement and discretion with regard to the confidentiality of student information

Identifies optimal ways to continuously improve Housing & Residences services/processes by collaborating with others and develops an annual inquiry review focusing on walk-in email and telephone inquiries from students partners faculty and staff

Acts as a conduit between customers and members of the Admissions team

Ensures that in-bound residence and off-campus housing questions (in-person telephone and email) from students parents and campus/community partners are answered appropriately immediately after further action or by forwarding to appropriate the person

Provides customer sensitive support during wait periods and exceptional circumstances

Participates in special event Open House days organized by the University of Waterloo

Accepts and processes payments for off-campus housing listings and residence payments as necessary

Advising on housing accommodations for students

Describes on-campus residence options to students in order to highlight the value of the Waterloo Residences

Discusses the Ontario Residential Tenancies Act regarding off-campus tenancy agreements and explains potential issues within rental agreements

Provides insight and educates students on how to be good neighbours and tenants while living on-campus or off-campus

Advises and refers students to appropriate campus and community resources and ensuring students are aware of further support if necessary

Organizes workshops and events to ensure students are aware of student housing opportunities while at Waterloo

Staff and volunteer oversight

Hires trains and performance manages part-time and casual housing customer service staff

Provides oversight of student volunteer opportunities related to Housing & Residences admissions and operations functions including advisory boards and appeals committees

Provides direction and guidance for the day-to-day work of occasional and casual pay staff

Organizes customer service coverage for the main housing administration office during regular office hours

Collaboration with Partners

Develops and leverages positive and professional relationships with campus partners by participating in committees and targeted regular interactions with stakeholders

Liaises between students and AccessAbility Services the Registrars Office and the Graduate Students Office (GSO) regarding the revision of student services as it relates to on-campus accommodations

Reporting and record keeping

Maintains accurate and timely records of on- and off-campus student accommodations

Tracks daily inquiries to ensure appropriate client service records are kept up-to-date while anticipating upcoming inquiry trends based on past metrics

Provides students with appropriate proof of residency documents as needed

Runs standard queries to gather data from Student Information Systems and Housing Operations systems to identify the various stages of a students academic cycle

Generates customer inquiry reports to ensure housing staff is aware of common stakeholder questions related to student housing on a weekly and termly basis

Required Qualifications

Education

Undergraduate University degree and/or College Diploma in Office Administration or business or social service related studies

Experience

Customer service experience required preferably in hospitality or accommodations services

Experience and understanding of university-based housing initiatives preferred

Demonstrated critical thinking and problem solving skills

Superior interpersonal and effective communication experience with a diverse range of people required

Understanding of tenancy related policies and guidelines an asset

Knowledge/Skills/Abilities

Must possess a high degree of maturity patience and judgment

Self-motivated to take initiative resolve problems and escalate more complex issues

Excellent written and oral communication skills with strong attention to detail

Collaborative work ethic

Compassionate and considerate customer service ability

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research learning teaching and community building and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students faculty and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity anti-racism and inclusion. As such we encourage applications from candidates who have been historically disadvantaged and marginalized including applicants who identify as First Nations Métis and/or Inuk (Inuit) Black racialized a person with a disability women and/or 2SLGBTQ.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application interview or workplace accommodation requests please contact Human Resources or ext. 45935.