Desk Clerk Position
The mission of Housing and Residence Life is to help develop and support inclusive communities that engage residents in exceptional living experiences within secure and well-maintained environments that foster a sense of belonging and support the academic initiatives of the University. The primary strategy for the delivery of such an environment is through a residence life program that aims to develop strong residential communities that are self-regulating, supportive of academic success; provide a strong sense of belonging, and rich opportunities for personal, cultural, social and intellectual development. The leadership of residential faculty and adult staff in fostering these experiences is key to the success of the mission.
A Desk Clerk performs clerical duties during the academic year and is responsible for building security, access control, equipment management and mail processing. A Desk Clerk must be able to handle high and low levels of activity while providing excellent customer service to our internal and external partners. The front desk area of each building is unique and hosts one or more staff members throughout all hours of operation. The Desk Clerk position has a 9-month schedule with multiple temporary seasonal shutdown periods during the winter and summer. This is a 32-hour position. Desk Clerks work in a 24-hour operations. This shift is primarily during evenings, overnights, and weekends.
Responsibilities include:
- Performing clerical duties in accordance with HRL policy and expectations.
- Providing exceptional customer service to residents, staff, and visitors.
- Cheerfully greeting residents, staff and visitors in person or by phone.
- Receiving, recording, and distributing U.S. mail, as well as, U.P.S., Fed Ex and other packages.
- Maintaining vigilant awareness of security doors and lobby entryway; checking resident, staff, and guest I.D.s as they enter the building; maintaining resident, guest, and visitor sign-in/out records.
- Checking out and following up for return of borrowed cleaning and recreational equipment and keys by accurately maintaining appropriate forms and records.
- Adhering to directives and policies outlined by leadership during trainings, via email and in the Desk Clerk manual.
- Knowledgeable in emergency protocols and evacuation systems, such as fire alarm procedures.
- Reporting building maintenance issues via phone or by submitting a service request through Facilities Services.
Competencies include:
- Effective oral and written communication.
- Ability to work with some independence, multitask, and work with frequent interruptions.
- Aware of, in control of and professionally express one's emotions.
- Manage peer to peer and supervisor interactions with courtesy, tact, and diplomacy.
- Identify priorities in order to recognize and resolve or refer problems.
Education, Experience or Certifications:
- High school diploma or GED required.
- Previous customer service experience required.
- One year of general office or clerical experience required.
- One year experience in a customer service role in a college or university preferred.