Department Summary:

The Housing Information Office (HIO), within Michigan Housing, serves University community members interested in on-campus housing. HIO is responsible for guiding interested parties through the application, assignment, and contract process to secure on-campus housing. HIO also serves as a resource for on-campus housing information through Michigan Housing’s main phone line, email, and public web presence, fielding on-campus housing-related inquiries for incoming and current students, as well as the general public. 

Core to our work is serving the diverse needs of our communities in areas such as gender identity and expression, racial and ethnic identities, chronic health concerns and disabilities, religious and faith backgrounds, and the intersection of identities present within each individual.

Job Summary:

Student staff play a critical role in supporting the day-to-day operations of the HIO front desk. As a member of the HIO team, student staff specifically focus on communicating accurate and timely information to MHousing inquiries. Student staff will also have the opportunity to collaborate with professional staff as needed to provide the best customer service possible to University students, families, faculty, staff, and stakeholders. 

Please provide a cover letter detailing your interest in the position and your availability Monday - Friday 8am - 5pm.

Responsibilites:

Front Desk Operations Support (90%) 

• Support day-to-day front desk operations for Michigan Housing, including but not limited to:

  • Answering phone calls regarding Michigan Housing application, contract, and move-in/move-out processes, as well as general inquiries about the on-campus living experience for both undergraduate and graduate housing.

  • Answering emails using the Zendesk ticketing system regarding Michigan Housing application, contract, and move-in/move-out processes, as well as general inquiries about the on-campus living experience for both undergraduate and graduate housing.

  • Processing and filing any needed documentation related to Michigan Housing as it is sent to our office by parents and students. 

  • Supporting and answering walk-in traffic questions from students, families, faculty, and/or staff. 

Housing Information Office Support (10%)

• Organization of files and/or physical office space. 

• Other duties as assigned.

Required Qualifications:

• 1 year customer service experience (including phone and email correspondence).

• Demonstrated typing proficiency. 

• Experience working with GSuite, Google Chrome, and a Microsoft Windows environment. 

Desired Qualifications:

• Experience working with challenging customers. 

• Experience with Zendesk. 

Position Criteria:

• Demonstrated ability to work well and interact diplomatically with a diverse group of patrons.

• Excellent communication, interpersonal and organizational skills.

• Demonstrated ability to problem solve, make decisions and show flexibility and adaptability, particularly in a fast-paced environment.

• Effective management of sensitive and/or confidential personal information.

• Show competency in the areas of reliability, judgment, punctuality, and dependability.