The Department of Housing and Residence Life is actively seeking several Housing Operations and Services Assistants (HOSA) for the 2021-2022 academic year. The HOSA is an integral member of the Housing and Residence Life team, serving as one of the initial student customer service representatives for the Department and Seattle University (SU). The HOSA works at the Housing and Residence Life central office, directly assisting in the administration, internal/external communication, and marketing of major housing processes/timelines throughout the academic year such as move-in, housing application cycles, and the room selection process, to name a few. HOSAs also are vital in the delivery and processing of requests and services for the residence hall community in-person, but also through the Housing and Residence Life Housing Portal. The HOSA, often the first contact to residents, parents, visitors, and persons outside the SU community, work to always demonstrate professionalism and excellent customer service, while also responding quickly and effectively to student needs and other situations.
Reports to: Assistant Director, Housing Operations
1. Must have lived in HRL-operated campus housing for at least 2 quarters.
2. Be in good academic (maintaining a 2.5 cumulative GPA) and conduct standing with Seattle University and Housing and Residence Life.
3. Must possess the ability to work in a fast-paced environment with frequent interruptions.
4. Be enrolled as a full-time student at Seattle University (or full-time equivalent FTE)
5. Working knowledge of Microsoft Word and Excel. Publisher, Canva, or other design software knowledge a plus.
6. Work-study required.
Essential Job Functions:
Customer Service and Central Office Work
1. Provide excellent customer service to students and parents by phone, email and in- person regarding any housing questions, concerns, and requests.
2. Work to triage and problem solve student and parent concerns, complaints, or feedback that arise throughout the year
3. Monitor the main Housing and Residence Life email account as well as answer the main Housing and Residence Life phone line to answer questions related to the Residence Life program as well as questions related to major housing operations like housing assignments, meal plans, move-in, move-out, housing cancellations, room and board charges, refunds, and pro-rated transactions.
4. Greet in-person walk-ins and direct visitors/students/staff to appropriate departments and resources both within the department as well as on the general SU campus
5. Sort and process mail/package delivery for the main Housing Office
1. Process student requests on the Housing database, StarRez, and the general University database, Colleague, that relate to (but are not limited to) meal plan changes, room assignment changes, early arrival requests, late departure requests, roommate requests, and Housing Application cancellation requests.
2. Assist the Assistant Director of Housing Operations with student billing at the beginning of each quarter and periodically throughout each quarter as needed/required.
3. Help to troubleshoot resident hall access through the database, TransAct.
4. Work on various housing operations projects throughout the year as needed.
5. Attend bi-weekly meetings with the ADHS to learn of updates related to Housing operations and services
Marketing and Communications
1. Create posters, flyers, hand-outs, and other written forms communication that advertise important information and updates related to housing operational processes such as move-in, move-out, housing application cycles, and the continuing room selection process, to name a few.
2. Make updates to the Housing and Residence Life website as needed throughout the academic year and summer (if applicable).
3. Work to create forms and documents using the Microsoft Office platform to collect student feedback throughout the academic year cycle
Terms of Employment:
1. Appointment is for one (1) full academic year with an opportunity for continuing contract as long as the job qualifications are maintained (summer also an option)
2. FERPA training is required before starting this position
3. Because of the nature of the position each HOSA is asked to be:
a. Available to return prior to the opening of the residence halls each quarter and work until the closing of the halls each quarter.
b. Responsible for covering holidays and other University breaks (e.g., Thanksgiving, and Winter and Spring Breaks) when the office is open.
c. HOSAs must adhere to all expectations outlined in the HOSA Manual, Code of Conduct, and Resident Handbook. A HOSA may be dismissed from the position for continued poor performance.
Start date: training to start as early as June 1, 2022. Summer employment preferred but negotiable.
Seattle University Housing and Residence Life does not discriminate on the basis of race, religion, gender, sexual orientation, or disability.