Housing Marketing & Resident Experience Specialist

Northeastern offers a rewarding working environment for our students and employees. Our faculty and staff are smart dedicated people who work to create an excellent urban university experience for bright and motivated students.

Job Summary:

Job Description:

Housing Applications Contracts Assignments & Administrative Operations:

• Process housing applications lease issuance renewals amendments cancellations semester housing adjustments break housing registrations and move-in/move-out roster updates in accordance with established departmental procedures.

• Coordinate room assignments roommate matching waitlists transfers and room changes in the Housing CRM eRezLife.

• Maintain accurate and up-to-date resident and prospect records across required systems and shared databases.

• Track contract compliance requirements including enrollment verification immunization confirmation (as applicable) and completion of required educational modules.

• Monitor and document guest registrations access control permissions key management logs and lock-out records in accordance with established protocols.

• Submit and monitor maintenance requests and work orders in collaboration with Facilities Management and the Assistant Director of Housing & Residence Life; provide status updates to residents as needed.

• Support administrative documentation record retention reporting deadlines and compliance standards in accordance with University and Civil Service requirements.

Marketing Outreach Digital Communications & Recruitment Support:

• Develop and implement semester-based marketing strategies to support occupancy goals renewal campaigns and retention initiatives.

• Execute housing tours for prospective students and families presenting unit types rates policies and community expectations.

• Coordinate and support housing events including orientations open houses housing fairs athletic events welcome weeks and renewal drives in collaboration with Enrollment Management Admissions Office and Student Success and Retention.

• Create and maintain engaging brand-aligned content for NEST web pages and social media platforms in coordination with University Marketing & Communications.

• Audit housing website content digital listings and promotional materials for accuracy and quality standards.

• Track prospect traffic closing ratios and occupancy trends; prepare summary reports for the Director.

• Build relationships with Admissions Enrollment Management Student Success & Retention and campus partners to integrate Housing and Residence Life into recruitment strategies.

Resident Relations Customer Service & Public Relations:

• Provide high-level customer service to residents families and campus partners by responding to inquiries professionally and promptly.

• Address and resolve routine resident concerns; escalate complex issues to the appropriate Housing and Residence Life staff or campus partners.

• Serve as a point of coordination between residents and Housing & Residence Life staff Facilities Management University Police and other campus departments.

• Maintain professional communication with parents/guardians when appropriate and in compliance with FERPA guidelines.

• Promote a respectful inclusive residential community consistent with University values and student success priorities.

Billing Financial Processes & Occupancy Support:

• Assist with housing billing processes including contract charges prorated adjustments damage assessments lock-out fees key replacement fees and applicable miscellaneous charges.

• Coordinate with Student Payment Services and Financial Aid regarding housing-related inquiries and account reconciliation matters.

• Track occupancy levels revenue projections and renewal participation rates.

• Assist with the preparation of housing occupancy leasing and financial reports for the Director of Housing and Residence Life and the Division of Student Affairs.

• Maintain documentation and records in accordance with University accounting and audit standards.

Front Desk Office Operations & Student Staff Support:

• Support front desk and office operations including reception phone coverage email management visitor assistance and scheduling.

• Provide functional supervision and day-to-day guidance to Desk Assistants and student employees.

• Assist with hiring onboarding scheduling and training of student staff in coordination with the Assistant Director of Housing and Residence Life.

• Ensure accurate documentation of package management key logs and daily operational checklists.

• Support peak operational cycles including move-in move-out and break periods.

Campus Partnerships Training On-Call Coverage & Other Duties:

• Participate in the departments after-hours on-call rotation including evenings weekends holidays and break periods.

• Serve as a secondary responder during urgent situations facility disruptions student welfare concerns or emergency incidents in coordination with University Police and professional Housing staff.

• Assist with emergency preparedness planning and staff training related to crisis response procedures.

• Build and maintain strong working relationships with campus partners including Admissions Financial Aid Student Success & Retention Living Learning Communities Facilities Management and University Police.

• Participate in professional development activities and divisional initiatives supporting Housing & Residence Life.

• Perform other duties appropriate to the Housing Officer classification and the operational needs of The NEST.

Other Duties as Assigned:

• This position may be assigned additional responsibilities in support of departmental divisional or institutional priorities as directed by the Director of Housing & Residence Life.

Minimal Qualifications:

1. High School Diploma GED or equivalent

2. Any combination totalingfour yearsfrom the following categories:

A. Housing residential life hospitality business or closely related work experiences.
B. College course work in Higher Education Administration Student Personnel Administration Hospitality Sciences Business Sciences Social or Behavioral Sciences and/or related disciplines as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals six months

• 60 semester hours or Associates Degree equals one year

• 90 semester hours equals two years

• 120 semester hours or Bachelors Degree equals three years

• Master Degree or higher equals four years

Departmental Preferences:

• Bachelors degree.

• College coursework in higher education administration student personnel administration hospitality sciences and business sciences.

• At least one year of experience working in a college/university housing setting.

Hours: Monday through Friday 8:30 a.m.5:00 p.m. Evening weekend holiday and break-period work is required during peak operational cycles and on-call rotation.

Setting: Professional office environment within a residential facility with movement throughout buildings and campus spaces. This is a live-off role.

Physical Demands: Sitting or standing for extended periods; walking throughout buildings; lifting up to 25 pounds; ability to respond quickly in emergency situations.

Travel Requirements: Some local travel for meetings and training; occasional approved out-of-state travel.

This position requires a background check.

Salary Range

Benefits

University employees may be eligible for a variety of State of Illinois benefits. These benefits are administered through the Illinois Department of Central Management Service (CMS). Please visit ourEmployee Benefitspage to learn more about our comprehensive benefits packageincluding health dental and vision benefits sick and vacation days and participation in the State Universities Retirement System.

Northeastern Illinois University is an Equal Opportunity/Affirmative Action employer and invites applications from Women Minorities Veterans and Persons with Disabilities as well as other qualified Illinois Universitys positions are contingent upon the Universitys receipt of its State of Illinois appropriation.