University of Waterloo

Advisor, Housing Services

Requisition ID
2017-1617
Job Category
Housing
Department
6465 - Housing & Residence
Job Status
Regular Full-Time
Hiring Range
$40,264 - $50,330

Overview

The Advisor, Housing Services is the welcoming and compassionate face for all Housing & Residences customer service interactions. Advisors appropriately solve issues related to housing or refer customers to the right resources. Solving customer issues often includes assisting students with finding appropriate resources from on-campus residences and off-campus services, and/or advising them to attend workshops or other support services. The incumbent also handles administrative matters including: some office operations, workshops and presentations, and other projects as assigned to ensure all customers are supported appropriately.

Responsibilities

Communicating and providing student housing service support:

  • Acknowledges and responds to customer inquiries regarding the status of their residence applications, eligibility requirements and procedures
  • Problem solves one-of-a-kind scenarios and tailors communication to diverse audiences
  • Exercises sound judgement and discretion with regard to the confidentiality of student information
  • Identifies optimal ways to continuously improve Housing & Residences services/processes by collaborating with others, and develops an annual inquiry review focusing on walk-in, email and telephone inquiries from students, partners, faculty and staff
  • Acts as a conduit between customers and members of the Admissions team
  • Ensures that in-bound residence and off-campus housing questions (in-person, telephone and email) from students, parents and campus/community partners are answered appropriately – immediately, after further action, or by forwarding to appropriate the person
  • Provides customer sensitive support during wait periods and exceptional circumstances
  • Participates in special event Open House days organized by the University of Waterloo
  • Accepts and processes payments for off-campus housing listings and residence payments, as necessary

Advising on housing accommodations for students:

  • Describes on-campus residence options to students in order to highlight the value of the Waterloo Residences
  • Discusses the Ontario Residential Tenancies Act regarding off-campus tenancy agreements, and explains potential issues within rental agreements
  • Provides insight and educates students on how to be good neighbours and tenants while living oncampus or off-campus
  • Advises and refers students to appropriate campus and community resources, and ensuring students are aware of further support, if necessary
  • Organizes workshops and events to ensure students are aware of student housing opportunities while at Waterloo

Staff and volunteer oversight:

  • Hires, trains and performance manages part-time and casual housing customer service staff
  • Provides oversight of student volunteer opportunities related to Housing & Residences admissions and operations functions, including advisory boards and appeals committees
  • Provides direction and guidance for the day-to-day work of occasional and casual pay staff
  • Organizes customer service coverage for the main housing administration office during regular office hours

Collaboration with Partners:

  • Develops and leverages positive and professional relationships with campus partners by participating in committees and targeted regular interactions with stakeholders
  • Liaises between students and AccessAbility Services, the Registrar’s Office, and the Graduate
  • Students Office (GSO) regarding the revision of student services as it relates to on-campus accommodations

Reporting and record keeping:

  • Maintains accurate and timely records of on- and off-campus student accommodations
  • Tracks daily inquiries to ensure appropriate client service records are kept up-to-date while anticipating upcoming inquiry trends based on past metrics
  • Provides students with appropriate proof of residency documents, as needed
  • Runs standard queries to gather data from Student Information Systems and Housing Operations systems to identify the various stages of a student’s academic cycle
  • Generates customer inquiry reports to ensure housing staff is aware of common stakeholder questions related to student housing on a weekly and termly basis

Qualifications

  • University degree and/or College Diploma in Office Administration, or business or social service related studies preferred, or equivalent education and/or experience 
  • 3+ years' customer service experience required, preferably in hospitality or accommodations services
  • Experience and understanding of university-based housing initiatives preferred
  • Demonstrated critical thinking and problem solving skills
  • Superior interpersonal and effective communication experience with a diverse range of people required
  • Understanding of tenancy related policies and guidelines an asset
  • Must possess a high degree of maturity, patience and judgment
  • Self-motivated to take initiative, resolve problems and escalate more complex issues
  • Excellent written and oral communication skills with strong attention to detail
  • Collaborative work ethic
  • Compassionate and considerate customer service ability

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