Assistant Director for Customer Experience and Assessment Job at UNC Charlotte
General Information
Vacancy Open to
All Candidates
Employment Type
Permanent - Full-time
If time-limited, note appointment end date
Hours per week
40
Months per year
12
Position Number
010626
NC Salary Grade Equivalency
GN09
Classification Title
University Program Associate - Advanced
Working Title
Assistant Director for Customer Experience and Assessment
Salary Range
$45,477 - $52,000
Anticipate Hiring Range
$45,477 - $52,000
FLSA Status
Non Exempt
Division
Student Affairs
Department
Housing and Residence Life (Adm)
Work Unit
Housing and Residence Life
Work Schedule
8:00 am – 5:00 pm; Monday – Friday with occasional evening and weekend hours required, as necessary.
Primary Purpose of Position
The Assistant Director for Customer Experience & Assessment serves as the key customer service, outreach, and assessment resource for the Administration and Assessment unit of Housing and Residence Life (HRL). The AD is responsible for monitoring and assessing service and satisfaction trends and utilizing data to enhance the customer experience for students and their families, coordinating outreach through Admissions, New Student Orientation, and Family Programs events, coordinating the move-in volunteer/donation effort, and implementing marketing and promotional activities via social media and in person.
Minimum Education/Experience
Required Minimum Qualifications:
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:
Graduation from a four-year college or university and two years of related experience; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
University Preferred Qualifications:
Graduation from a four-year college or university and two years of related experience; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Essential Job Duties
- Develop and maintain a comprehensive working knowledge of all assignments processes and software.
- Lead the coordination of HRL’s preparation for and participation in Open Houses, Admitted Student Days, Regional events, Resource Fairs, online modules, presentations, and other events.
- Recommend and implement improvements to communication to help students and their families better understand departmental processes and initiatives.
- Assist in the migration from Mercury to StarRez.
- Monitor and assess customer service needs, trends, and HRL’s response through the HRLMailbox, Social Media, phone communication, surveys, tour feedback, etc.
- Provide talking points and FAQ documents for front line staff to use on the phones and via email.
- Recommend improvements to processes to enhance the student experience.
- Coordinate the scheduling and involvement of volunteers and donated resources to ensure a smooth fall/spring move-in.
- Provide customer service training to the front office team.
- Calm angry/frustrated students and families who have preferred housing or assignments process concerns.
- Independently resolve customer problems by relying on extensive program knowledge, analytical skills and research of past actions.
- Implement marketing and promotional activities via social media and in person, including but not limited to educational campaigns for important department processes (Return to Campus Living, Room Changes, Move-in, Move-Out, etc.) and outreach to prospective students and their families.
- Present ideas in a clear, concise, organized manner. Explain and interpret programs, policies and procedures to meet the specific needs of staff and clients. Advise program staff/clients in all matters related to program operations.
- Convey information and ideas through a variety of media to individuals or groups; adjust language or terminology to meet needs of the recipient(s).
- Present ideas and information in written form, adjusting language and terminology to audience need. Use correct grammar, organization, and structure to ensure that recipients understand the message. Focus on customer service and accountability in written communication.
- Coordinate assessment efforts including, but not limited to collection and analysis of data related to student/family/customer satisfaction with the assignments process, tour experiences, communication with/from HRL, Admissions and Orientation events, etc.
- Coordinate assessment efforts including, but not limited to collection and assessment of data related to occupancy management, assignments, and resident trends.
- Itemize internal protocols, creating new ones where they don’t exist, and gathering those that do exist.
- Determine which of those protocols require external facing documents for students and families and create/maintain those.
- Serve as a point of contact for special reports and roster requests.
- Provide regular updates to departmental leadership about trends we’re seeing in the customer experience.
- Provide ongoing training to front line staff to address those trends.
- Mediate and appropriately address any less than optimal interactions between students, families, campus guests and the student/full-time staff as needed.
- Conduct regular audits of outgoing messages in the hrlmailbox to ensure they are comprehensive, accurate, and convey the appropriate tone.
- Support the administration of a first-year live-on requirement if/when that is implemented.
- Maintain a working knowledge of occupancy management and relevant information systems to develop and implement appropriate protocols, including: applications and website processes, university billing financial systems, inventory management, configurations and auto allocation.
- Serve as a primary presenter for all university events requiring presentations about on campus housing (including but not limited to: Open House, Admitted Student Day, New Student Orientation, and all requested regional outreach events with Admissions).
- Work closely with campus partners to identify and analyze necessary business protocols, including: Residence Life, Admissions, Office of International Programs, Disability Services, Athletics, Honors/Levine and the Learning Communities.
Other Work Responsibilities
- Respond to the Housing department email (hrlmailbox) and phone inquiries as necessary.
- Assist students and families in applying for on-campus housing.
Departmental Preferred Experience, Skills, Training/Education
- Bachelor’s degree from an accredited college or university.
- Previous experience working in a university Housing and Residence Life Department strongly preferred (Housing and Residence Life Adviser, Program Assistant or Coordinator).
- Experience using Microsoft Office Suite programs, Google Suite, and Mercury/Star Rez.
- Experience managing customers with high expectations.
- Experience working with a wide variety of campus partners.
- Assessment training or coursework.
- Resourcefulness, attention to detail, and ability to monitor multiple tasks in a very busy office environment.
- Must have the ability to decrease tension and mitigate personal conflict between stakeholders (families, students, university staff and visitors).
Necessary Licenses or Certifications
Work Location
HRL Building
Posting date
04/27/2023
Closing date
05/11/2023
Proposed Hire Date
06/15/2023
Contact Information
kristy.desantis@uncc.edu
Special Notes to Applicants
UNC Charlotte Benefits Information:
https://hr.charlotte.edu/benefits
The finalist will be subject to a Criminal Background Check.
- The Search Committee will not contact references without first verifying permission with the finalist.
Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
- Do not write ‘see resume’ on your application when completing the job duties section.
If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see job duties section of previous employment).
- Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
Please submit a resume and cover letter with your application.
- These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.
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