Desk Clerk - Mayflower Residence Hall

BASIC FUNCTION:

Residence Education Desk Clerks assist in the day-to-day operations and provide excellent customer service at a residence hall front desk.  Residence Education Desk Clerks are expected to fulfill all duties outlined in six core concepts: Customer Service, Administrative Skills, Communication and Teamwork, Community Support, Safety & Security, and a commitment to creating a welcoming community.

RESPONSIBILITIES

• Customer Service
  • Serve as a building receptionist, greet residents and guests, and provide directions and assistance according to departmental expectations.  Answer phone and assist callers in a courteous manner and take detailed messages.
  • Provide accurate information on and about campus resources to residents/customers and make referrals to Hall professional staff as appropriate.
• Administrative Skills
  • Assist in resident check in and check out processes as outlined by the department.
  • Check out/in keys in keeping with departmental policies.
  • Check out/in rental items and equipment provided by Hall association according to departmental policies.
  • Complete all paperwork, audits, and assignments as directed.
  • Sort mail, process packages, complete forwarding mail as instructed, and according to federal U.S. regulations and departmental procedures.
  • Accurately communicate issues between residents and Hall professional staff including documenting work orders, concerns, and taking and relaying messages.
  • Proficiently use computer systems including StarRez, Microsoft Teams, Microsoft Office Suite and group messaging. 
  • Complete special assignments that assist in Hall operations.
• Communication and Teamwork
  • Professionally communicate with desk staff, residents, parents, and guests of the building.
  • Communicate accurate and detailed information with Hall professional staff in a timely manner.
  • Accurately communicate information between desk shifts by utilizing desk logs and in person check in.
  • Track and maintain shifts, report when you are unable to work in a timely fashion and communicate with team to find someone to cover your shift.
  • Serve as a positive role model for desk team, hall team, and residents.
• Community Support
  • Process work order requests for staff/residents.
  • Address inquiries and complaints from students and general public and refer to Hall professional staff as needed.
  • Support the University Housing and Dining inclusive community statement 
  • Conduct yourself in an honest, courteous, and professional manner at all times, showing respect for persons of all backgrounds, races, sexual or affectional orientation, gender identity, religion, abilities, etc.
  • Report inappropriate behavior to Hall professional staff as appropriate.
• Safety and Security
  • Respond to crisis situations as trained in keeping with departmental policies.
  • Oversee lobby and hall security.  Report all unusual incidents or violations to appropriate staff as trained.
  • Monitor fire alarm panel and respond according to training procedures.  Document response accurately in accordance to departmental policies.