Housing Service Assistant (Contract)

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

We are one of Canada’s leading comprehensive universities and a Top Employer in Hamilton-Niagara. Brock has been ranked #3 as Canada’s Best Employers and 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.

Ignite new possibilities for your career. Break through at Brock.

Post End Date:

November 20, 2024

Applications will be accepted until 11:59 PM on the Posting End Date.

Please note: This is a 12-month fixed-term contract with benefits. 

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 requires working various shifts, including from 12:30 AM to 8:30 AM, as well as weekends. 

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

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.

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact talent@brocku.ca if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

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

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