Job Information
University of Miami Manager of Housing Accommodations and Customer Care in Coral Gables, Florida
Current Employees:
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The Manager Housing Accommodations and Customer Care provides management of special populations including but not limited to Athletics, ODS, early arrivals/late departures and summer term. Additionally, the Manager Housing Accommodations and Customer Care serves as the primary liaison for upperclassmen students, and all off-campus housing related inquiries and serves in the on-call rotation for Assignments and Occupancy Management unit.
Primary Duties and Responsibilities
Act as a primary liaison to students and parents who seek information on charges, room change opportunities, and roommate issues.
Review and respond to inquiries sent via Salesforce customer management software; also makes referrals to and collaborate with other university departments as necessary.
Evaluate and triage complex resident student situations along with diverse parental issues/concerns, make an assessment of the particular circumstances involved, and utilize independent and collaborative decision-making to take appropriate action(s) to resolve problems and coordinate solutions.
Manage the day-to-day assignments of special groups/populations including but not limited to upperclassmen (Sophomore and above status), Athletics, Gender Inclusive Housing, VIPs, Living Learning Community(ies), and HRL Staff.
Serve as primary liaison to special groups (Athletics, ODS, Study Abroad, HRL student staff groups)
Assure that students are accommodated based on needs as presented by Office of Disabilities and in accordance with American with Disabilities Act laws
Oversee the intake and approval process of Emotional Support Animals and that proper communication takes place along the way
Facilitate the application and approval process for transitional/early/extended stay housing during break periods (Winter Intersession and Summer Intersessions)
Coordinate temporary housing arrangements (hotel stay) during period of overcapacity need where on average we could have 100+ contracted beds
Manage day-to-day assignments for upperclassman student population and serve as a backup for first year student populations as needed.
Planning & Program Development:
Creates and oversees training procedures, scheduling, and end-of-year (semester) assessments for student employees. Be primary point of contact with Off-Campus Partners/CoStar group in maintaining and updating Off-Campus Housing database as needed.
Assist students and parents who inquire about / request off-campus housing by providing personal attention, including students from out-of-state and from other countries, as well as following up on individual circumstances.
Foster relationships with off campus properties/entities who could add value to the student experience and be a part of the off campus offering database portfolio
Review and provide content on the departmental website involving assignments-related and student service areas.
Assists in the development, implementation, and communication of departmental policies and procedures.
Student Support, Advising, and Programs:
Form a relationship with and act as a resource for Area Residential Life staff to ensure that needed assignments/occupancy-related reports are generated, that student records are accurately maintained, and that changes are communicated between the central housing office and the residential areas.
Form a relationship with and act as a resource for other University departments, including but not limited to Facilities Administration, Canes Central, Admissions, and Athletics.
Manage remote access controllers to students with disabilities living in adaptive residential college rooms and University Village apartments in conjunction with Facilities.
Represent the Department of Housing and Residential Life at various University events including Orientation, August Opening, Admissions Showcase events, and Case Management Initiative User Testing,
Administrative Responsibilities:
Work with the Census Bureau to conduct monthly/as selected sample representation of students in housing for American Campus Community Surveys required by law
Contribute to assessment activities by providing relevant resident student data as needed
Must be familiar with and ensure compliance with various regulations, including the American’s with Disabilities Act (ADA), the Family Educational Rights and Privacy Act (FERPA), and the Health Insurance Portability and Accountability Act (HIPAA) along with being able to explain the application thereof.
Coordinates the creation, distribution and management of temporary access cards for housing operations during semester transitional periods.
Make and implement decisions based upon departmental guidelines.
Make valuable contributions to constituents utilizing Student Affairs Standards/Expectations and University Core DIRECCT Values.
Financial Responsibility:
Maintain the confidentiality of all student information as well as maintain and adjust student housing records as needed, including applications / agreements, correspondence, charges and billing, etc.
Utilize StarRez, the department’s web-based and cloud mobile housing management system, to make assignments, indicate housing related charges, and adjust student and facility records in a highly interactive, student-centered work environment.
Knowledge, Skills, and Abilities (KSA):
Knowledge of business and management principles.
Ability to direct, manage, implement, and evaluate department operations.
Ability to establish department goals, and objectives that support the strategic plan.
Ability to effectively plan, delegate and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.
Experience with the StarRez housing management software and its various modules preferred.
Experience with CS-Gold and/or ONITY access systems preferred
Experience with Salesforce/Case Management programs preferred
Education Requirements (Essential Requirements):
- Bachelor’s Degree in relevant field required
Work Experience Requirements (Essential Requirements):
Three (3) to Five (5) years of progressive related experience; equivalent combinations of education and experience will be considered
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.
Job Status:
Full time
Employee Type:
Staff
Pay Grade:
A6