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Job Description / Duties

The Department of Student Housing & Residence Life (SHRL) practices and upholds four core values for students and staff. As a department we value putting students first, team, intentionality, and commitment. Team members working within the department of Student Housing and Residence Life, have the opportunity to be a member of a high performing team that fosters personal and professional development, ongoing learning, and a passion for education.

Reporting to the Supervisor, Residence Operations the Residence Services Coordinator is part of a the growing Operations team that provides support to SHRL's operational, administrative, facilities and student life areas. This role is key in providing supervision the Residence Desk front line student staff, including hiring and training. This role will provide assistance in developing an overall customer service strategy at SHRL.We strive to provide an environment that offers a high value experience and one that contributes to an overall positive experience for our community. You will handle sensitive and/or confidential information so knowledge and awareness of FIPPA is required. Attention to detail is also important when organizing materials and designing logistic for special events. At times you will be required to apply established standards when responding to emergencies.

Hours of Work are Monday to Friday 8:45am to 5:00pm.
This position has occasional evenings and weekends work to support students living in a 24/7 residence environment.

Your responsibilities will include:
Analyzing and recommending staffing and student service needs
Resolving issues within the scope of the role and escalating problems as required
Drafting and editing training content
Coordinating meeting schedules, agendas, materials, action and follow-up items
Creating customer service procedures
Coaching frontline staff on how to deal with challenging situations
Providing basic support and general referrals to individuals in distress

Qualifications / Required Skills

Essential Qualifications:
Bachelor's Degree or acceptable combination of equivalent experience.
Minimum 3 years experience in customer service, preferably in a Student Housing or Accommodations environment
Experience supervising front line customer service staff
Experience resolving minor customer service complaints and escalating when appropriate
Experience with database management systems is required i.e. StarRez, Erezlife of equivalent
Must possess excellent customer service skills
Excellent written and verbal communication skills, including public speaking
Excellent Organizational Skills
Understanding or professional best practices for customer service and staff development
Demonstrated knowledge of customer service and information communication standards of practice in accordance with the Accessibility for Ontarians with Disabilities Act
Experience designing or delivering training programs to students and/or student staff

Assets (Nonessential):
Previous experience in Student Housing and Residence Life Operations or Residence Life
Experience working with multiple stakeholders
Ability to multi-task in a fast paced environment

Salary: USW Pay Band 10 -- $63,720 with an annual step progression to a maximum of $81,485. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.

Contact Information

https://jobs.utoronto.ca/job/Mississauga-Residence-Services-Coordinator-ON/573876017/

Contact Information:
Jen Bryden
Supervisor, Residence Operations
jen.bryden@utoronto.ca

Employer Profile

U of T Mississauga—the second largest campus of Canada’s top-ranked university and the only research university in Ontario’s booming Peel Region—is one of the world’s great catalysts of humanpotential.

Our employee community hums with the energy of 3,400 faculty, librarians and staff, who power our campus with curiosity, connection and care. We work together to spark life-changing research and innovation, make an indelible mark on the world by building equitable cities and societies, enable healthy lives, create a sustainable future and ignite entrepreneurship. Above all, we prioritize student success, and seek to give our 16,500 students the lift of a lifetime through learning anddiscovery. We love to open opportunities available nowhere else for our community to achieve their ambitions and make their unique contributions to Canada and the world.

This work all comes together on a spectacularly green campus, alongside theMissinihe-ziibi (Trusting Creek or Credit River), where we seek to honour truth, reciprocity and reconciliation on the traditional land of the Huron-Wendat, Seneca and the Mississaugas of the Credit First Nation. We’re thrilled to welcome those whowant to learn more about us and to be part of what we do