HRE Customer Service Assistant
PURPOSE OF THE POSITION:
Provides high-quality service excellence for constituents through consistent and effective front-line support for the
Housing & Residential Education main office.
RESPONSIBILITIES & DUTIES:
Responsible for ensuring a positive and service excellence oriented work environment and experience for all students, staff, faculty, and visitors. Assists with creating a physical work environment that is welcoming and
user-friendly. Assists with the training and project management of student assistants to ensure they are knowledgeable, customer-service driven, and completing projects in a professional and timely manner. Assists with providing frequent and timely communication with Housing & Residential Education (HRE) office staff regarding scheduling issues, office closures, and student/staff related events/activities to ensure adequate
notice/communication and minimize delays in service. Oversees communication for the front office, working with
various HRE and University staff to identify answers to frequently-asked questions and provide this information to
all front office staff to assure accuracy in serving students, staff, and families. Provides immediate assistance
for all matters of an urgent nature (concerns about maintenance, facility, roommates, room assignments,
community issues, safety issues, and emergencies, etc.) and ensures proper referral and detailed communication to the appropriate staff, administrator, and student in a timely manner as well as verification that a response has been
provided to the reporting party. Provides assistance to students, parents, family members, staff, faculty, and
guests regarding HRE and general CSU Channel Islands (CI) information. Responsible for responding to inquiries via email, in-person, and telephone. Performs a variety of moderate to complex office/administrative support functions for the HRE main office. Provides administrative support for activities and assures adequate printed collateral is produced for various campus events and activities such as (but not limited to) Admitted Dolphin Day, Check-In, Student Assistant Celebration, and DSA staff/student trainings. Serves as a liaison for numerous University programs and services. Provides appropriate responses to office questions and/or complaints that require sound and independent judgment, effective communication skills (both written and verbal) as well as full knowledge of HRE. Responsible for providing clerical support to HRE staff, specifically assisting the staff who work in the HRE administrative offices. Duties include auditing completion of work orders and customer satisfaction calls, key replacement intake, monitor and respond to emails to HRE inbox, updating forms, scanning and shredding documents. Responsibilities include word processing, database entry, proofreading, e-mailing, regular telephone answering and response, copying and filing, preparing forms, ordering supplies, sorting and preparing information packets for distribution, preparing documents for shipping, on-campus deliveries and assisting in tracking protocols. Performs additional related duties as assigned.
SUPERVISOR/OTHER WORK RELATIONSHIPS:
Reports directly to the Director of Housing Services & Operations. Day-to-day oversight provided by the Occupancy
Analyst. Works collaboratively with students, staff, and faculty throughout the University as well as potential
students and their families.
REQUIREMENTS OF POSITION:
At least two year of professional experience working in a busy office is required. Two or more years of professional
experience in a university setting, and/or experience working in a university housing program strongly preferred.
Bachelor’s degree in Marketing, Communication, or related field preferred. A bachelor’s degree may be substituted for one year of office experience. Must have a positive and customer-service oriented professional demeanor and be able to effectively communicate with and serve a diverse population which may include distressed and/or difficult
customers. Must have a thorough knowledge of English grammar, punctuation, and spelling and be able to
communicate information effectively, succinctly, and positively with a diverse population of students, faculty,
staff and the community. A thorough knowledge of office systems and experience with modern office technology (MS
Work, MS Excel, etc.) is required as is the ability to accurately perform data entry and maintenance. Must be able
to read and or organize data using MS Excel. Must be organized and follow directions with minimal supervision and
handle multiple tasks with constant interruptions. Must be adaptable regarding emerging priorities and needs. Must be able to interpret and apply policies and procedures independently and use judgment and discretion to act when
precedents do not exist. Must maintain the confidentiality of student information at all times. Must have the ability
to work independently and as part of a team, and be able to take initiative in the performance of a variety of tasks.
Ability to track and coordinate highly detailed projects in a well-organized and efficient manner. Punctuality and
regular attendance is essential. May be required to work an occasional evenings or weekends with advance notice as
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect
Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
Education: Bachelor’s Degree Preferred
Work Experience: 2-4 Years