Senior Administrative Assist

Position Title:

Position Type:

Hiring Range:

$25.31$28.50

Pay Frequency:

Position Purpose

The Administrative Associate (AA) is a fulltime 12month nonexempt position responsible for all aspects of daily operations of the front desk for the Housing Conference Services and Residence Life suite. The AA serves as the first point of contact for walkin customers and incoming calls. Specific responsibilities include answering phones speaking with customers troubleshooting initial inquiries and assisting staff in the suite as needed. May be given projects from various housing areas including assignments and billing. The AA will give direction to student staff who will troubleshoot ACCESS card/mobile credential issues as well as assist with general building operations questions. The AA supports the housing business services area with various administrative tasks and will need to be fully informed regarding all assignment policies in order to troubleshoot issues as they arise and supports all Housing staff with clerical jobs as well as scheduling as needed. The AA reports to the Assistant Director Housing Billing and Finance.

Essential Duties and Responsibilities:

Management of Front Desk:

Manage daily operations of office Monday through Friday from 8am 5pm (may include occasional coverage on weekends due to opening closing and or special events)

First point of contact for all walkins and phone calls and is located at the front desk at all times

Create and train students on front desk protocols maintaining a warm welcoming professional and effective work environment

Supervise front desk staff setting overall tone and expectations for office management

Management of Housing and Conference Services master calendar including updating on an annual basis

Screen forward and answer calls respond to voicemails and emails answering questions as appropriate

Compile data and trends of questions and concerns coming into the office to improve processes and communication of operations

Assist with access card and lockout issues as needed in addition to providing updated training to all student staff so that they are informed with the most up to date changes

Communicate information regarding all housing processes timelines and procedures to appropriate constituents

Other duties as needed

First point of contact for:

Current Students provides support and information around housing timelines processes and overall questions. Provides direction and support for students in the housing application process and on campus living experience.

Parents Provides general information to parents regarding overall housing processes while maintaining confidentiality and FERPA

Staff Provides general housing information to staff a needed while maintaining confidentiality and FERPA

Faculty Provides general housing information to faculty as needed while maintaining confidentiality and FERPA

Administrative Duties:

Manage the process calendar for Housing and Conference Services as well as the campus partner process calendar

Assists with responding to and delegating all general housing email inbox communication including making sure that any pressing issues are addressed by the appropriate team member

Assist with management of chat bot communication and schedule student staff to cover needs

Review and assist in maintaining all housing documents including communication website management and flyers to ensure accuracy

Compile data on trends and concerns to assist in the improvement of communication and delivery of housing processes and procedures

Coordinate meetings for the housing and conference services team

Create agendas for staff meetings and ensure all notes are up to date

Assist all central housing staff with projects as needed

Organize and ensure the front desk stays clean and presentable

Order and maintain office supplies for front desk and housing and conference services staff members

Update online directory for department when notification of update is communicated

Provide student information to various campus offices when applicable

Process requests for residency confirmation for students staff or faculty who live on campus

• Assist with processing invoices received for various vendors including annual maintenance fees for housing solution

Website and Access Updates:

Assist in ensuring all website content is up to date and accurate

Communicate to Assistant Director Housing Billing and Finance when and if information on the Housing website needs additional attention

Assist in maintaining and updating access for staff and students for both lockouts and facilities management on campus

Log and communicate with Assistant Director of Building Operations regarding temporary access cards as needed

Assist with social media and TV platforms for upcoming housing processes and procedures

Supervision

Manage the recruitment selection and onboarding of the front desk student staff

Develop onboarding materials throughout the year as needed to ensure student staff are up to date on all housing processes and procedures

Coordinate payroll paperwork and approve hours for all student staff

Provide periodic performance reviews and continual feedback for student staff to aid in their development and growth in the role

Foster a culture of excellence and customer service for all who walk into or communicate with the Housing Office

Events/Program Planning and Coordination

Plan and coordinate projects programs and events

Help develop new projects programs and events as needed

Manage room scheduling and set ups

Manage program correspondence/announcements

Facilitate and manage events

Other duties as assigned

GENERAL GUIDELINES:

Interacts effectively across all units of the university. Observes office processes and procedures recommending changes to improve overall quality. Maintains contact with students and solicits feedback for improved services. Identifies areas of improvement and presents suggestions for improvement. Prepares data points and trends as needed and delivers information to the team. Ability to stay calm in stressful situations including but not limited to large fast moving processes and escalated frustrated parent or student phone calls. Develops ongoing resources or tools to ensure efficient workflow of day to day operations. Able to work independently to address and make decisions on daytoday inquiries and issues consulting with managers as needed on major issues.

E. QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge skills abilities education and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment and to promote and contribute to an inclusive and respectful workplace.

Knowledge

Knowledge of the fundamentals of project management and office coordination is required

Demonstrated knowledge of Word processing Excel Google Suite and other software programs

Understand and support values and ideals of Jesuit education

Knowledge of student development theory and trends in campus housing programs nationwide a plus

Skills

Outstanding organizational and project management skills

Experience serving students and working with students to provide excellent customer service

Open objective innovative and oriented toward understanding and responding to issues from divergent perspectives

Strong written and verbal communication skills

Strong conflict resolution skills

Demonstrated organizational skills

Detailoriented

Abilities

Ability to manage projects and follow through to completion

Ability to diffuse angry customers

Ability to flourish in highstress situations

Ability to use database to track student housing assignments and assist with mailings

Ability to use and learn software systems

Ability to be flexible and comfortable in a constantly changing environment

Ability to exercise good judgment in handling confidential materials

Education and/ or Experience

Bachelors Degree preferred and 3 years of experience or equivalent

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act as amended the California Fair Employment & Housing Act and all other applicable laws SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill experience education or other requirements of the position and who can perform the essential functions of the position with or without reasonable accommodation.

Considerable time is spent at a desk using a computer terminal.

May be required to travel to other buildings on the campus.

May be required to attend conference and training sessions within the Bay Area or in or outofstate locations.

May need to lift weight equivalent to 5 gallon jug of water.

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

Typical office environment.

Indoor office environment with windows.

Offices with equipment noise.

Offices with frequent interruptions.

EEO Statement

Santa Clara University is an equal opportunity employer. For a complete copy of Santa Clara Universitys equal opportunity and nondiscrimination policies see IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally.Information about Title IX can be found at can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at. The report includes the type of crime venue and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources andand request to speak to Indu Ahluwalia by phone ator by email at

Telecommute

Santa Clara University is registered to do business in the following states: California Nevada Oregon Washington Arizona and Illinois. Employees approved to telecommute are required to perform their work within one of these states.