UNC Charlotte
Assistant Director for Customer Experience and Assessment
UNC Charlotte, Charlotte, North Carolina, United States, 28245
Vacancy Open to:
All Candidates
Employment Type:
Permanent - Full-time
Hours per week:
40
Months per year:
12
Position Number:
010626
NC Salary Grade Equivalency:
GN09
Classification Title:
University Program Associate
Working Title:
Assistant Director for Customer Experience and Assessment
Salary Range:
$46,110 - $57,638
Anticipate Hiring Range:
$46,110 - $55,702
FLSA Status:
Non Exempt
Division:
Student Affairs
Department:
Housing and Residence Life (Adm)
Work Unit:
Housing and Residence Life
Work Schedule:
8:00 am – 5:00 pm; Monday – Friday with occasional evening and weekend hours required, as necessary.
Primary Purpose of Position:
The Assistant Director for Customer Experience & Assessment serves as the key customer service, outreach, and assessment resource for the Administration and Assessment unit of Housing and Residence Life (HRL). The AD is responsible for monitoring and assessing service and satisfaction trends and utilizing data to enhance the customer experience for students and their families, coordinating outreach through Admissions, New Student Orientation, and Family Programs events, coordinating the move-in volunteer/donation effort, and implementing marketing and promotional activities via social media and in person.
Minimum Education/Experience:
Required Minimum Qualifications:Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:Graduation from a four year college or university and two years of related experience; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Essential Job Duties:
Develop and maintain a comprehensive working knowledge of all assignments processes and software.
Participate in Open Houses, Admitted Student Days, Transfer Visit Days, and other Admissions-related events by staffing resource fairs, leading presentations, and supporting tours.
Recommend and implement improvements to communication to help students and their families better understand departmental processes and initiatives.
Assist in the migration from Mercury to StarRez.
Assist with the implementation of a first-year live-on requirement and related exemption process.
Monitor and assess customer service needs, trends, and HRL’s response through the HRLMailbox, Social Media, phone communication, surveys, tour feedback, etc.
Provide talking points and FAQ documents for front line staff to use on the phones and via email.
Recommend improvements to processes to enhance the student experience.
Coordinate the scheduling and involvement of volunteers and donated resources to ensure a smooth fall/spring move-in.
Provide customer service training to the Housing Ambassador Team as requested.
Calm angry/frustrated students and families who have preferred housing or assignments process concerns.
Independently resolve customer problems by relying on extensive program knowledge, analytical skills and research of past actions.
Partner with Student Affairs Marketing and Communication to implement marketing and promotional activities via social media and in person, including but not limited to educational campaigns for important department processes (Return to Campus Living, Room Changes, Move-in, Move-Out, etc.) and outreach to prospective students and their families.
Present ideas in a clear, concise, organized manner. Explain and interpret programs, policies and procedures to meet the specific needs of staff and clients. Advise program staff/clients in all matters related to program operations.
Convey information and ideas through a variety of media to individuals or groups; adjust language or terminology to meet needs of the recipient(s).
Present ideas and information in written form, adjusting language and terminology to audience need. Use correct grammar, organization, and structure to ensure that recipients understand the message. Focus on customer service and accountability in written communication.
Coordinate assessment efforts including, but not limited to collection and analysis of data related to student/family/customer satisfaction with the assignments process, tour experiences, communication with/from HRL, Admissions and Orientation events, etc.
Coordinate assessment efforts including, but not limited to collection and assessment of data related to occupancy management, assignments, and resident trends.
Itemize internal protocols, creating new ones where they don’t exist, and gathering those that do exist.
Determine which of those protocols require external facing documents for students and families and create/maintain those.
Serve as a point of contact for special reports and roster requests.
Provide regular updates to departmental leadership about trends we’re seeing in the customer experience.
Provide ongoing training to front line staff to address those trends.
Mediate and appropriately address any less than optimal interactions between students, families, campus guests and the student/full-time staff as needed.
Conduct regular audits of outgoing messages in the hrl mailbox to ensure they are comprehensive, accurate, and convey the appropriate tone.
Other Work Responsibilities:
Respond to the Housing department email (hrlmailbox) and phone inquiries as necessary.
Assist students and families in applying for on-campus housing.
Departmental Preferred Experience, Skills, Training/Education:
Bachelor’s degree from an accredited college or university.
Previous experience working in a university Housing and Residence Life Department strongly preferred (Housing and Residence Life Advisor, Program Assistant or Coordinator).
Experience using Microsoft Office Suite programs, Google Suite, and Mercury/Star Rez.
Experience managing customers with high expectations.
Experience working with a wide variety of campus partners.
Assessment training or coursework.
Resourcefulness, attention to detail, and ability to monitor multiple tasks in a very busy office environment.
Must have the ability to decrease tension and mitigate personal conflict between stakeholders (families, students, university staff and visitors).
Work Location:
HRL Building
Posting date:
09/10/2024
Closing date:
09/25/2024
Proposed Hire Date:
11/04/2024
Contact Information:
Special Notes to Applicants:
Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application.
Do not write ‘see resume’ on your application when completing the job duties section.
If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
Please submit a resume and cover letter with your application.
These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education and professional experience.
#J-18808-Ljbffr
All Candidates
Employment Type:
Permanent - Full-time
Hours per week:
40
Months per year:
12
Position Number:
010626
NC Salary Grade Equivalency:
GN09
Classification Title:
University Program Associate
Working Title:
Assistant Director for Customer Experience and Assessment
Salary Range:
$46,110 - $57,638
Anticipate Hiring Range:
$46,110 - $55,702
FLSA Status:
Non Exempt
Division:
Student Affairs
Department:
Housing and Residence Life (Adm)
Work Unit:
Housing and Residence Life
Work Schedule:
8:00 am – 5:00 pm; Monday – Friday with occasional evening and weekend hours required, as necessary.
Primary Purpose of Position:
The Assistant Director for Customer Experience & Assessment serves as the key customer service, outreach, and assessment resource for the Administration and Assessment unit of Housing and Residence Life (HRL). The AD is responsible for monitoring and assessing service and satisfaction trends and utilizing data to enhance the customer experience for students and their families, coordinating outreach through Admissions, New Student Orientation, and Family Programs events, coordinating the move-in volunteer/donation effort, and implementing marketing and promotional activities via social media and in person.
Minimum Education/Experience:
Required Minimum Qualifications:Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:Graduation from a four year college or university and two years of related experience; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Essential Job Duties:
Develop and maintain a comprehensive working knowledge of all assignments processes and software.
Participate in Open Houses, Admitted Student Days, Transfer Visit Days, and other Admissions-related events by staffing resource fairs, leading presentations, and supporting tours.
Recommend and implement improvements to communication to help students and their families better understand departmental processes and initiatives.
Assist in the migration from Mercury to StarRez.
Assist with the implementation of a first-year live-on requirement and related exemption process.
Monitor and assess customer service needs, trends, and HRL’s response through the HRLMailbox, Social Media, phone communication, surveys, tour feedback, etc.
Provide talking points and FAQ documents for front line staff to use on the phones and via email.
Recommend improvements to processes to enhance the student experience.
Coordinate the scheduling and involvement of volunteers and donated resources to ensure a smooth fall/spring move-in.
Provide customer service training to the Housing Ambassador Team as requested.
Calm angry/frustrated students and families who have preferred housing or assignments process concerns.
Independently resolve customer problems by relying on extensive program knowledge, analytical skills and research of past actions.
Partner with Student Affairs Marketing and Communication to implement marketing and promotional activities via social media and in person, including but not limited to educational campaigns for important department processes (Return to Campus Living, Room Changes, Move-in, Move-Out, etc.) and outreach to prospective students and their families.
Present ideas in a clear, concise, organized manner. Explain and interpret programs, policies and procedures to meet the specific needs of staff and clients. Advise program staff/clients in all matters related to program operations.
Convey information and ideas through a variety of media to individuals or groups; adjust language or terminology to meet needs of the recipient(s).
Present ideas and information in written form, adjusting language and terminology to audience need. Use correct grammar, organization, and structure to ensure that recipients understand the message. Focus on customer service and accountability in written communication.
Coordinate assessment efforts including, but not limited to collection and analysis of data related to student/family/customer satisfaction with the assignments process, tour experiences, communication with/from HRL, Admissions and Orientation events, etc.
Coordinate assessment efforts including, but not limited to collection and assessment of data related to occupancy management, assignments, and resident trends.
Itemize internal protocols, creating new ones where they don’t exist, and gathering those that do exist.
Determine which of those protocols require external facing documents for students and families and create/maintain those.
Serve as a point of contact for special reports and roster requests.
Provide regular updates to departmental leadership about trends we’re seeing in the customer experience.
Provide ongoing training to front line staff to address those trends.
Mediate and appropriately address any less than optimal interactions between students, families, campus guests and the student/full-time staff as needed.
Conduct regular audits of outgoing messages in the hrl mailbox to ensure they are comprehensive, accurate, and convey the appropriate tone.
Other Work Responsibilities:
Respond to the Housing department email (hrlmailbox) and phone inquiries as necessary.
Assist students and families in applying for on-campus housing.
Departmental Preferred Experience, Skills, Training/Education:
Bachelor’s degree from an accredited college or university.
Previous experience working in a university Housing and Residence Life Department strongly preferred (Housing and Residence Life Advisor, Program Assistant or Coordinator).
Experience using Microsoft Office Suite programs, Google Suite, and Mercury/Star Rez.
Experience managing customers with high expectations.
Experience working with a wide variety of campus partners.
Assessment training or coursework.
Resourcefulness, attention to detail, and ability to monitor multiple tasks in a very busy office environment.
Must have the ability to decrease tension and mitigate personal conflict between stakeholders (families, students, university staff and visitors).
Work Location:
HRL Building
Posting date:
09/10/2024
Closing date:
09/25/2024
Proposed Hire Date:
11/04/2024
Contact Information:
Special Notes to Applicants:
Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application.
Do not write ‘see resume’ on your application when completing the job duties section.
If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
Please submit a resume and cover letter with your application.
These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education and professional experience.
#J-18808-Ljbffr