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Assignments and Customer Service Specialist
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Position Number: 5439753
Location: Seaside, CA
Position Type: Residence Life and Housing

Assignments and Customer Service Specialist

University Corporation at Monterey Bay

Salary: $23.00 - $27.00 Hourly

Job Number: 2024-00026

Location: CSUMB Main Campus- Seaside, CA

Department: Student Housing Residential Life (SHRL)

Description

Assignments and Customer Service Specialist

Student Housing and Residential Life

Priority Screening Deadline: September 18, 2024, all positions are open until filled

The University Corporation at Monterey Bay ("Corporation"): The Corporation is constantly looking for motivated employees with great organization and teamwork skills to join our team. The Corporation is a non-profit institution that is related and affiliated with the California State University, Monterey Bay. The University Corporation at Monterey Bay is a nonprofit 501(c)(3) public benefits corporation that is a recognized auxiliary organization of California State University and was established in July 1994. The University Corporation's mission is to further the educational purposes of the University. The University Corporation at Monterey Bay is an equal opportunity employer and is committed to building a pluralistic university by hiring personnel with competencies and experience related to the regional and State Population. The University Corporation at Monterey is committed to a standard of excellence in the services it provides and in the quality of work expected of its employees.

The University: California State University, Monterey Bay is a mid-sized university in California's Central Coast that grants undergraduate and graduate degrees. Powered by an inspiring Founding Vision Statement, CSUMB is part of the nation's largest four-year public university system, California State University, which educates nearly 460,000 students every year. With a vibrant, diverse student body of over 7,000 students, CSU Monterey Bay is both a Minority Serving Institution and a Hispanic Serving Institution. Our staff and faculty transform students' lives with a focus on student success and engagement through experiential learning, service learning, and a strong emphasis on multicultural and global perspectives. CSUMB's sustainability goal is to be carbon neutral by 2030.

The Community: Monterey, with its moderate Mediterranean climate, is a diverse community on the picturesque central coast of California and rich in agriculture. Miles of beautiful beaches, spectacular mountain ranges, groves of redwoods, low-rolling foothills, and scenic valleys are characteristics that contribute to the quality of life enjoyed by over 432,000 residents and millions of visitors. Boasting such world-renowned attractions as the spectacular Big Sur Coast, Laguna Seca Raceway, 17-Mile Drive, Monterey Bay Aquarium, Cannery Row, the Steinbeck Center, the Monterey Jazz and Blues Festivals and Pebble Beach - possibly the world's most famous golf course, it's easy to see why so many choose to live here and an estimated four million visitors a year make the County of Monterey their destination of choice.

DEPARTMENT/PROGRAM SUMMARY

Student Housing and Residential Life at California State University, Monterey Bay provides a vibrant and inclusive campus living experience. Currently, Cal State Monterey Bay residential communities house more than 50% of the student body and have a capacity of approximately 3600 beds. The Student Housing and Residential Life staff are dedicated to fostering a sense of belonging, personal growth, and academic success among students. Various housing options cater to different preferences and needs, providing students with a range of living arrangements including Living-Learning Communities (LLCs) and family housing. Emphasizing community engagement, Cal State Monterey Bay's residential life programs offer a variety of social and educational activities, creating opportunities for students to connect with their peers and develop lifelong friendships.

POSITION SUMMARY
Under the supervision of the Student Housing and Residential Life (SHRL) Associate Director for Operations, the Assignments and Customer Service Specialist (ACSS) is responsible for facilitating customer service, room assignments, and project initiatives. The ACSS is responsible for on-campus housing placements that include apartment-style residence halls and standalone apartment communities. Much of their work is aimed at assisting students and their families with securing housing and housing alternatives based on their needs, available residential spaces, and university priorities. The ACSS provides information on availability of various types of housing, and communicates with prospective applicants on individual housing needs and issues. The ACSS also services current residential students and provides or requests needed service for them. The ACSS will receive daily work assignments from the Associate Director for Operations, Assistant Director for Care and Support, Director and campus partners in support of the mission of Student Housing and Residential Life.

Examples of Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include. but are not limited to. the following:

Housing Applications and Assignments:

Reviews and processes housing applications, and enters data into StarRez as needed into the housing information system database. Provides access to MyHousing portal to students as needed.
Performs room and housing assignments based on SHRL occupancy goals, timeline requirements, and student application eligibility and preferences.
Supports implementation of online application and assignments process through StarRez by setting up system lotteries, reviewing application questions, and soliciting department feedback on these processes.
Assists with maintaining database files to accommodate necessary informational items.
Cross-references and verifies student data on OASIS and StarRez.
Advises students on housing assignment problems and works with the Associate Director for Operations, the Coordinator for Occupancy Management, the Associate Director for Residential Life, the Assistant Director for Care and Support, and campus partners on special cases.
Reviews and acts on petition requests for special housing policy exemptions.
Coordinates housing support services in collaboration with the Student Disability and Accessibility Center. Requests facility modification needs; makes assignments with special housing accommodation needs for students with disabilities.
Works closely with Greystar, who manages the facilities and billing and collections for East Campus student housing.

Communication:

Communicates assignment, room transfer, student departure and student arrival information to students, Greystar, and campus departments, as needed, based on project timelines.
Works closely with the Leadership Team, to ensure a seamless housing assignment and move in process through student notification and communication.
Responds to email inquiries from students, parents, faculty, staff, campus administration and community members within 24 hours upon receipt.
Maintains documentation of all communication between students and the assignments office.
Works closely with the Communication and Outreach Coordinator on educational videos and other publications for room selection and room change processes, as well as other topics beneficial to the student population.
Maintains a strong positive relationship with all department staff and campus partners in order to provide the best service to students possible.

Administrative:

Responsible for collecting information, coordinating data and creating reports for StarRez and OASIS.
Works with the housing systems administrator and other programmers to identify and analyze necessary system enhancements, test features and formatting changes.
Provides assistance to the Financial Coordinator to develop and create monthly and end of the year housing revenue reports.
Serves as a backup departmental administrator for student accounts.
Compiles regular weekly/monthly reports as directed.
Provides operational, data, and customer service support.
Assists in gathering and preparing necessary information and paperwork for refunds.
Generates resident statistical information as requested by SHRL and other CSUMB offices.
May be asked to assist operations in East Campus, Promontory and Main Campus SHRL offices.
Assists with department and campus outreach and recruitment efforts as needed.
Attends assigned meetings.
Perform other related duties as assigned.

OTHER FUNCTIONS

Performs other duties as assigned.
(e.g. Attend workshops, conference)

PHYSICAL WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to verbally communicate to exchange information.

WORK LOCATION

On-Site Position
Work Location: CSUMB Main Campus, Building 12, 100 Campus Center, Seaside, CA

KNOWLEDGE, SKILLS, AND ABILITIES

Thorough knowledge of English grammar, spelling and punctuation; thorough knowledge of office methods, procedures and practices. Ability to learn, independently interpret and apply a wide variety of complex policies and procedures; ability to coordinate many different clerical tasks determine the relative importance of each, set deadlines, and complete projects accordingly. Demonstrated competence in effectively explaining a wide variety of complex procedural and policy applications to students and their parents, the public and other campus employees; ability to establish and maintain cooperative working relationships with students, faculty and others. Ability to provide quality customer service to students, faculty, staff and the general public. Ability to perform difficult clerical work involving independent judgment, accuracy and speed. Ability to perform standard arithmetic computations to include tracking and data comparison. Ability to type and enter data into the computer with a high degree of accuracy.

Ability to screen mail, telephone calls, email, and visitors using tact and diplomacy. Must be able to work independently in a fast paced and changing workplace environment. Ability to work effectively and interdependently in a diverse university environment. Work often involves front line contacts with a variety of campus and community individuals requiring active problem solving and effective interpersonal skills. Ability to be flexible, and adapt to a rapidly changing work environment with frequent interruptions. Ability to perform multiple tasks simultaneously and efficiently.

Qualifications

MINIMUM QUALIFICATIONS

Education and Experience:

Four years of progressively increasing general clerical responsibilities which have involved supporting,

monitoring, and coordinating clerical work through a system of internal procedures to ensure the efficient

operation of an organization.

Education, beyond high school diploma or equivalency, year for year, may

be substituted for up to 2 years of the required experience. A college degree is preferred but not required.

DESIRABLE QUALIFICATIONS

Demonstrated understanding of and commitment to the CSUMB Vision Statement and the core values of mutual respect, collaboration and service orientation, multiculturalism and diversity, community service and institutional excellence.
Knowledge of housing application/payment processes and related software, especially within higher education.
Knowledge of StarRez and PeopleSoft.

Special Conditions of Employment

SPECIAL CONDITIONS OF EMPLOYMENT

The person holding this position is considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the University Corporation. The University Corporation at Monterey Bay will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the University Corporation at Monterey Bay is concerned about the conviction that is directly related to the job, you will be given the fair chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage.

This position will have a duty to report to the Campus Title IX Officer information pertaining to victims of sex discrimination, sexual harassment, sexual misconduct, dating/domestic violence, and stalking as required by CSU Executive Order 1095.

The University Corporation at Monterey Bay is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status. This position is required to maintain confidentiality as outlined in the Department of Education's Family Educational Rights and Privacy Act (FERPA) and California's Educational Code Chapter 13 regarding sensitive student issues. Our Equal Opportunity Policy Statement is available here.

Please note: University Corporation employment is separate and distinct from CSU Monterey Bay or State of California employment. University Corporation employees are not employees of either CSUMB or of the state of California.

All employees must be eligible for employment in the U.S. The University Corporation is not a sponsoring agency for any positions.

University Corporation at Monterey Bay positions are "at-will" employment.

CSUMB is a smoke and tobacco-free campus.

The campus leadership has committed the resources needed to achieve an engaged, safe, and in-person experience. The health and safety of our community remain our highest priority, and we are confident that existing public health measures provide for a safe environment capable of delivering a complete college experience on the CSUMB campus. Being an Otter means caring for each other and doing your part to protect your community.

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State University, Monterey Bay Annual Security and Fire Safety Report is available at https://csumb.edu/clery.

Sensitive Positions - This position has been designated as a sensitive position with:

responsibility for the care, safety and security of people (including children and minors), animals and CSU property
access to and responsibility for detailed personally identifiable Level 1 confidential information about students, faculty, staff or alumni that is protected, personal or sensitive as defined in the CSU Information Security Data Classification Standards

FERPA:

This position is required to comply with confidentiality requirements outlined in the Department of Education's Family Educational Rights and Privacy and California's Educational Code Chapter 13 regarding sensitive student issues.

Clery Act:

This position is designated as a Campus Security Authority (CSA). The position is required to participate in training at the direction of the Clery Director and must also promptly report allegations of reportable crimes according to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, its accompanying regulations; the California State Education Code, Chapter 15.5, of the Donahoe Higher Education Act, Section 67380; and the California State University system-wide policy, Code EO 1107. CSAs are employees whose job duties fall into one of the following categories:
Work in a campus police or security department
Are responsible for campus security
Are designated as the contact for reporting criminal offenses
Have significant responsibility for student and campus activities

Special License or Certifications and Conditions:

May require occasional evenings and/or weekend work.

Questions can be sent to: hr_corporation@csumb.edu.

SALARY AND BENEFITS

The University Corporation is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students, and the customers we serve. Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department's fiscal resources. Our salary schedule is available here.

The hourly hiring range for this position is $23-$27. Classification: Grade 3, Staff. This is a non-exempt position and as such is eligible for the overtime provisions of the Fair Labor Standards Act. The Corporation offers a rich benefits package that constitutes a major portion of total compensation. Benefits include medical, dental, vision, and life insurance benefits, contributory retirement plan, TSA (403b), and other benefits. Please review our benefits guide for details about sick time, vacation, and holidays.

The Corporation also offers access to CSUMB's Faculty & Staff Meal Plans, which offers convenience, value, flexibility, to our all-you-can-to-eat dining commons, showcasing eight brand new dining concepts for an affordable price.

The University Corporation at Monterey Bay also provides access to affordable campus housing: https://csumb.edu/corporation/employee-housing

Although CSUMB is located in a high-cost housing area, Schoonover Park rental homes are affordably priced. Monthly rent rates include cable television, garbage service, and sewer. Convenient floorplans, attractive interior appointments, and numerous community amenities make Schoonover Park Rental Homes an exceptional value. Schoonover Park is near the main campus, yet a tranquil world away. The community lies nestled in the secluded beauty of rolling coastal hills three miles east of campus. Living in one of the most desirable areas of California, you will enjoy the natural splendor and cultural abundance of the Monterey Peninsula. Quality of life begins with your home in Schoonover Park and extends through every aspect of your California coastal lifestyle. https://www.schoonoverparkapartments.com

How to apply:

All prospective applicants must apply online. You must complete the entire application for submission. We only accept applications for the open positions listed. Please do not fax or mail in a printed version of the electronic applications or a resume in lieu of an application. If you are having difficulty applying or need assistance, please call (831) 582-3389. All positions are open until filled. The completed online application and resume must be submitted by 5:00 pm PST on the priority screening date. Applications received after this date will be reviewed at the discretion of the Corporation.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER: The Corporation is an Equal Opportunity-Affirmative Action employer seeking to recruit and support a broadly diverse community of faculty and staff. We value and celebrate diversity in all its forms and strive to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion. We consider qualified applicants for employment for their anticipated contributions and without regard to race, color, religion, national origin, age, gender, gender identity or expression, sexual orientation, genetic information, medical condition, pregnancy, marital status, veteran status, or disability.

To apply, please visit https://www.schooljobs.com/careers/csumb/jobs/4580323/assignments-and-customer-service-specialist

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