Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet. The University of Miami is home to nearly 16,000 undergraduate and graduate students from every state in the nation and 140 nations around the world. The Department of Housing and Residential Life is home to an extensive and diverse residential program featuring seven residential communities. The cornerstone of the residential program is a system of five residential colleges that blend the Oxford and Cambridge tradition of live-in faculty with the American commitment to student development and academic success. Residential Colleges range in size from 400 – 700 students. The University also offers University Village, an apartment area housing approximately 800 upper-class students and Lakeside Village offering suite/apartment style living that houses approximately 1100 sophomore and above students. We strive to fulfill our vision – Student Housing for Student Success. General Description (Purpose and Function): This position ensures that the area desk operations across campus provide a consistent high level of customer service. The position will provide direction to residential area desk management, access management, residential customer service, Uprint management, and staff recruitment and training. This position will supervise student staff Desk Supervisors and Desk Assistants. This position will be responsible for maintaining and implementing policies and procedures to support a consistent experience across campus. The position reports to the Assistant Director of Residential Area Operations. Primary Duties and Responsibilities: Serves as lead for recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants. Supervises all residential area Desk Supervisors and Desk Assistants (~75 student employees). Routinely conducts area walks to provide presence and monitor facility concerns. Develop and maintain area desk manuals. Directly oversees Uprint operations across all residential areas. Responsible for addressing operational concerns in a timely manner including but not limited to access management, scheduling, and software issues. Conduct desk staff meetings at least once a month to address scheduling coverage, provide on-going training and development, and respond to any other desk-related matters. Liaise with departmental strategic capital planning and facilities unit to support the maintenance and upkeep of the lobby and desk areas. Promote an atmosphere of exceptional customer service. Serve as departmental representative for area desk operations escalations by assisting in addressing student, parent, and campus partner questions/concerns. Assist students and staff with handling emergency situations by reporting concerns in a timely manner. Assists in conducting ongoing assessment of systems and practices to continually improve both the effectiveness and efficiency of operations. Communicates regularly with area desks to ensure a consistent customer service and response. Provide administrative support to area operations through completing special projects assigned by the Associate Director of Residential Area Operations and Assistant Director of Residential Area Operations. During peak periods, provide support to additional residential life administrative operations. Systems Management: This position utilizes the following software platforms: · StarRez · Qualtrics · Workday · When I Work · Teams · Microsoft Office · CS Gold · Onity Knowledge, Skills, and Abilities: Excellent interpersonal and customer service skills Ability to work independently without close supervision Ability to manage multiple priorities/tasks and use good judgment in effectively and efficiently organizing work to meet established deadlines Strong organizational skills with attention to detail Intermediate level user in Microsoft Office (Outlook, Word, Excel, and PowerPoint) Skill in interpreting and applying departmental policies and procedures Ability to enter and verify information with accuracy at a reasonable rate of speed Ability to utilize computerized information systems Ability to understand and follow oral and written instructions Skill in data entry or typing Ability to establish and maintain effective work relationships Ability to travel between all residential areas on a weekly and sometimes daily basis Education & Work Experience Requirements (Essential Requirements): Three (3) to five (5) years of work experience Bachelor’s degree preferred or 4+ additional years of work experience Work Schedule: There is an opportunity to set standard hours between 7:30am and 10:00pm, maintaining 7.5 hours per day Monday-Friday, and ensuring most standard work hours fall within the University’s standard workday. Occasional nights and weekends may be required during peak periods such as opening and closing. The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally. We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service. The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information. Job Status: Full time Employee Type: Staff The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe. The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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