Bloomington, IN

Department

RESIDENTIAL PROGRAMS & SERV (BA-RPAS-IUBLA)

Department Information

Indiana University Bloomington is a public Research Institution with a total enrollment of 45,328 students and some of the top academic programs in a range of disciplines. With Big Ten sports, more than 700 student organizations, a vibrant artist community, and plenty of other opportunities for involvement, IUB is a campus full of energy and life.

Residential Programs and Services houses approximately 12,000 students predominately first year students in 15 traditional residence halls. In addition to our traditional floors, we have 21 Living Learning Centers and Thematic Communities. We are committed to diversity and inclusion that is guided by our Diversity Statement.

The askRPS and Housing Assignments office is a dynamic group of staff who facilitate occupancy management, contract implementation and front-line service for RPS. With a fast-paced environment, staff balance customer service and student development through interactions with students and families.

Job Summary

Department-Specific Responsibilities

• Supervises two full time staff who complete a variety of tasks for occupancy management of residence halls.
• Oversees hourly staff responsible for front line response including phone, departmental emails and in person inquiries.
• Creates template information to be shared with staff and works to anticipate common questions to be addressed proactively.
• Connects with RPS department leaders on use, reporting and data from Customer Relations Management (CRM) tool.
• Frequently interacts with students on an individual and group basis; listens to concerns and issues from students and families and recommends resources for students in crisis or facing adversity.
• Coordinates and delegates front office tasks, including scheduling of staff, phone coverage, management of Customer Relationship Management (CRM) tool, and account expenditures.
• Responsible for office technology, maintenance and supply orders.

General Responsibilities

• Resolves escalated concerns from clients and determines any appropriate changes to processes and procedures to circumvent similar concerns in the future.
• Independently manages and resolves complex customer service concerns for high-level clients, working with a high degree of confidentiality and professionalism.
• Determines appropriate process and procedure changes based on customer service concerns and works with cross-functional teams to provide efficient and customer-friendly processes based on customer service concerns and feedback.
• Provides exceptional, high-level customer service and troubleshooting to a variety of customers that may include current and prospective students, parents, employees, departmental representatives, and other stakeholders and cross-functional internal teams.
• Builds and maintains high-level business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty, provide information, and resolve process concerns and issues about university programs and services.
• Provides guidance and assists other customer service colleagues on questions and issues.

Qualifications

EDUCATION

Required

• Bachelor's degree in related field

WORK EXPERIENCE

Preferred

• 2 years of related experience in residential environments, higher education or related field

Combinations of related education and experience may be considered

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Possesses a high degree of initiative
• Demonstrates customer service skills
• Ability to build strong customer relationships
• Friendly and service-oriented
• Strong listening skills
• Demonstrates problem solving skills
• Effective interpersonal skills
• Effective conflict management skills
• Demonstrates time management and priority setting skills

Preferred

• Working knowledge of Salesforce Lighting CRM

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Work Location

Bloomington, Indiana

Job Classification

Career Level: Core

FLSA: Exempt

Job Function: General Administration

Job Family: Customer Service

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

New employees will be provided with information regarding Indiana University's COVID-19 vaccine policy, which includes the opportunity to request an exemption. To learn more, view our COVID-19 vaccine information page.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at {apply below} or by visiting IUPD.

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