Housing Services Assistant

This position is part of the

OSSTF (Employee Group)

Brock University is one of Canada’s leading comprehensive universities, a Top Employer in Hamilton-Niagara, ranked #3 as Canada’s Best Employers and ranked top 10 as one of Canada’s Best Employers for Diversity compiled by Forbes and Statista. We are an inclusive, welcoming community that offers a wide range of unique career opportunities for those with passion, energy and expertise.

We are looking for team members who want to help us continue to deliver an exceptional student experience, perform impact-driven research and generate life-changing breakthroughs for our world. Ignite new possibilities for your career. Break through at Brock.

Post End Date:

Note to all candidates: This posting will close at 12:01 am on the date listed .

September 19, 2024

About the Role:

The Housing Services Assistant is the main point of contact for all students and guests who live stay on campus. This role provides proactive, student focused, quality service to a diverse population of students and guests living in the 8 housing services buildings by staffing one of 3 of the 24-hour service desks. The Housing Services Assistant is expected to provide integrated services and information in an accurate, timely and service focused manner.

The Housing Services Assistant will:

• Provide front-line in person, email and telephone response to all housing student and conference guest inquiries;
• Identify and assess the nature and complexity of inquiries, determine action required by following procedure guidelines, standards and policies;
• Triage all incoming residence requests and either redirect to various University services or initiate action as appropriate according to policies and procedures;
• Monitor and respond to the Department’s general email and the 3 Service Desk emails in coordination with colleagues to ensure excellent and timely customer service;
• Receive and prioritize housing maintenance work requests utilizing and gathering information provided by students, staff, tradespersons, and/or contractors;
• Input work requests into the Facilities Management work order programme and identify urgent requests and assign maintenance work;
• Prepare notices for room entries and utilities disruptions to advise occupants;
• Provide in person service and process all residence check ins, check outs, and room movement for students and guests;
• Coordinate short term housing accommodations as a result of medical or emergency need;
• Participate in residence move in and move out and support day of logistics for conference events to ensure service provision elevates the student and client experience.

Key Skills and Experience:

• Completion of a secondary school diploma, or an equivalent combination of education and experience;
• Demonstrated front line experience in a customer service role (e.g. property management, hotel/hospitality front desk, or University/College student life/services environment);
• Experience working or volunteering with young adults;
• Solid computer competency including word processing, spreadsheet, database and web-based applications (e.g. Facilities Management System, eRez, residential software, Card Access software);
• Knowledge of University and department policies and procedures;
• Proven ability to provide quality front-line client service in a demanding, high volume, fast-paced environment;
• Strong understanding of the student residence experience;
• Strong document management, attention to detail, accuracy, and administrative skills;
• Ability to operate efficiently and effectively in a fast-paced environment, switching constantly from task to task;
• Ability to produce formal notes and records, including proofreading documents for accuracy and tone;
• Knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) regulations and related University confidentiality and release of student information practices;
• Exposure to building maintenance and service requirements;
• Proven ability to exercise sound judgment, tact, discretion, and diplomacy;
• Strong relationship building skills in order to be a collaborative team player;
• Excellent customer service, diplomacy, and conflict resolution skills.

This position will be scheduled Tuesday – Saturday, overnights 12:30am – 8:30am with Sunday, Monday off.

Preferred or Asset Skills:

• Previous experience in a 24/7 operation.

Salary and Total Rewards:

• OSSTF G, Salary Scale ($39,638.00 – $54,987.00)*;
• This position includes full comprehensive benefits including tuition waiver.
• This position is included in the Ontario Secondary School Teachers Federation (OSSTF) Bargaining Unit and: 
• Salary is therefore determined by the OSSTF Collective agreement. * 
• New members shall be placed on the salary grid at the entry level. * 
• It is Brock University’s policy to give first consideration to qualified internal Brock University OSSTF applicants. 

Applicants are required to upload a resume and cover letter as part of the application process.

Brock University is actively committed to diversity and the principles of Employment Equity and invites applications from all qualified candidates. Women, Aboriginal peoples including those who identify as members of First Nations, Inuit and Métis Peoples, members of visible minorities and racialized groups, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ) persons are encouraged to apply. We will accommodate the needs of the applicants and the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process, as outlined in the Employment Accommodation Policy https://brocku.ca/policies/wp-content/uploads/sites/94/Employment-Accommodation-Policy.pdf. Please advise: [email protected] to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially.

It is Brock University’s policy to give consideration to qualified internal applicants.

We appreciate all applications received; however, only candidates selected for an interview will be contacted. 

Learn more about Brock University by visiting www.brocku.ca

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