Job Description

Under the direction of the Assistant Director Database Services, provide a broad range of administrative, analytical, support, and operational functions in support of the Housing Services department. Major duties include maintain relevant question and answers in the Housing FAQ database as information changes including updating existing answers as well as creating new answers to better serve students; preparing analytical reports on Housing Services’ processes, customer audits, and Housing FAQ database metrics. Maintain customer queue of questions to ensure timely responses by Housing Services staff. Act as primary point of contact for other departments using the Customer Relationship Management (CRM) system to send out information via mass mailings and surveys as well as any training needs. Maintain an email schedule to combine redundant contacts or overlap of content when possible. Proof read and edit mailings and surveys using HTML to ensure accuracy, readability, and brevity. Ability to perform an annual database upgrade including developing a test plan, completing full regression testing, and developing a user acceptance testing process. Editing the department web pages as needed. Editing the student facing portal for Housing Services. Maintain user security to the CRM database to ensure accurate security levels based on job function. Additional responsibilities include assisting with customer service on telephones, email, and in person, as well as daily mail room coverage. Develop and update ad hoc reports based on requests for data. Supervision of Housing Services Offices as needed for coverage.

Job Qualifications

Experience in customer service in person, email, and telephone.
Required

Ability to edit and develop mailings, surveys, and webpages using HTML and CSS.
Required

Understanding of a relational database.
Required

Skill in analyzing operating procedures and data to recommend necessary changes or trends consistent with accepted analytical practices.
Required

Organizational skills to manage changes to information to ensure customer facing content is updated timely and accurately.
Required

Ability to set goals and priorities, which accurately reflect the relative importance of job responsibilities, when faced with fluctuating workloads, deadlines and competing requirements.
Required

Ability to establish and maintain effective working relationships with staff, coworkers, and other University personnel and interact diplomatically with a diversified public.
Required

Experience in writing routine business and customer correspondence, operating procedures, and presentation materials using grammatically correct language.
Required

Working knowledge of online FAQ’s on demand systems.
Required

Ability to give clear, concise, logical presentations to senior management.
Required

Working knowledge of web content management program.
Required

Skill in keyboarding with speed and accuracy.
Required

Ability to learn concepts quickly and to apply this knowledge to other job functions.
Required

Ability to perform duties independently and with a great degree of accuracy, while meeting established deadlines.
Required

Skill in performing a variety of duties, often changing from one task to another of a different nature.
Required

Ability to accept equivocal circumstances and take action where answers to a problem are not readily apparent.
Required

Skill in speaking concisely and logically, using grammatically correct language to convey information and explain policies and procedures in a professional manner.
Required

Working knowledge of Microsoft Suite products.
Required

Experience developing and executing a database upgrade regression plan including organizing issues, developing a user acceptance testing plan, and holding milestone meetings.
Preferred

Ability to quickly assess and analyze overlapping or redundant content.
Preferred

Experience maintaining user security including timely adding and removing of access as well as maintaining user access levels.
Preferred

Working knowledge of basic accounting and collections practices and principles, internal cash handling and controls.
Preferred

Working knowledge of computerized hotel or billing and receivable systems.
Preferred

Ability to write and edit SQL queries.
Preferred

Working knowledge of housing database systems.
Can be trained