Front Desk Manager

The Division of Student Affairs comprises over 30 departments, each responsible for providing various student support, services, and educational programs accessible to the university community. With over 300 full-time employees and over 1200 student workers, the Division supports Pirate success through environments that enhance student development, engagement, belonging, well-being, and career readiness. The Division strives to be a national leader in developing student experiences that positively transform lives and communities through work that makes students the focal point of our services, policies, and programming; creates a community where all feel safe, included, and welcomed; treats each other with dignity and civility, and recognizes every individual has rights, ideas, and beliefs; maintains open and honest interactions, and delivers high-quality programming, services, and resources through continuous reflection and improvement.

This position oversees the operations of the Campus Living Front Desk, serving as the key front-line communication - both in calls and emails, along with the supervision of the front desk student employees. This position will work with the housing management system software to track information, support inquiries, and load information related to assigned tasks, while having a global understanding of Campus Living operations. This position will also provide support to Housing Operations, Dining Services, Residence Life, and Business Services. This position reports to the Assignments Coordinator.

Occupancy Management Support
Provide support to the Assignments and Occupancy Management staff with aspects such as room assignments, room changes, cancellations, exemptions, and withdrawal processes as needed. This may include responding to inquiries, making phone calls to students, managing records in the housing management system, and generating letters for communication.

Communication & Customer Service
Be the primary resource at the Campus Living front desk with the support of student staff to communicate with internal and external customers about the overall assignment process, basic dining questions, important deadlines, and problem solve issue or concerns as needed or make referrals. Manage FAQs and communication quality of front desk and assignments staff by continual improvement and training processes. Proactively look for potential problems and concerns as part of the overall process and share them Housing Operations leadership. This position is forward-facing, representing the Campus Living department, and is often the first point of contact for customers. This position reports to Housing Operations, however, due to the nature of the role and the work, collaboration and communication with other internal stakeholders is critical.

Supervision
Hire, train, evaluate, and support the development of a strong front desk student staff team. Be available to student staff for feedback and support. Hold regular meetings with student staff team, pulling in other Campus Living staff as resources when needed to provide information and on-going training. Ensure appropriate coverage of staff at the Front Desk via scheduling, taking into consideration the time and cycle of the academic year.

Documentation
Using the established protocols and systems, process work orders and work order flow as directed. Document and keep records of communications, processes, procedures and deadlines. Keep records as needed for audit, training and decision-making needs. Track and note communication with students through the housing management system.

Other Duties as Assigned
Support larger departmental functions like Staff Recruitment, Open House and Admitted Student Days, Orientation show rooms, residence hall opening, and other duties as assigned. Attend Unit and area meetings.

High school diploma or equivalency and one year of related office experience; or equivalent combination of training and experience.

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If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on budget, UNC salary administration, and/or candidate qualifications.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.