Housing Operations Support Specialist, Yale Housing

Housing Operations Support Specialist

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The Housing Operations Support Specialist will report to the Associate Director of Housing Operations within Yale Housing.

The Housing Operations Support Specialist position provides high-level administrative and operational support to the full lifecycle of housing operations within the Yale Housing department. The position requires strong organizational skills, attention to detail, and the ability to work effectively in a fast-paced environment, ensuring the smooth operation of student housing services. This position serves as a key point of contact for student, staff, and summer guest inquiries while developing clear communications and informational resources. Key position focus of this role will be to assist in handling housing operations responsibilities including move-in and move-out, summer operations, key and prox card access management, work orders, case management, inspections, data management, turnovers, reporting, and liaising with campus partners like Facilities. This position requires a high level of independent decision making and judgement related to responding to student, staff, and guest concerns. Due to the nature of the position, significant on-site work in the field throughout the Yale Housing portfolio is required with the opportunity for hybrid/remote work at times.

This role will also include answering and triaging phone calls and emails, resolving and responding to questions independently, and seeking manager input when necessary.

• Participate in housing operations processes including move-in and move-out, summer operations, inspections, and turnovers. Communicating directly with students and campus partners.
• Use AssetWorks, Salesforce, and other applications to record, submit, and track work orders, custodial services, and issues related to housing during academic year and summer.
• Assist Associate Director during peak periods, i.e. move-in and move-out, post-term, summer, inspections, and turnovers. Send well written and informative emails to residents and stakeholders through housing software.
• Compose and create operational communication, timelines, marketing, and resources.
• Monitor and respond to messages in various Yale Housing email accounts. Compose friendly, informative, accurate, and helpful responses.
• Screen calls and messages for urgency and emergency needs; redirect to appropriate campus partners as needed. Synthesize information and follow-up on issues or questions seeking manager assistance as needed.
• Support Yale Housing summer operations working with housing services team on blocking and summer housing assignments, supporting the summer central office, ensuring accurate data in StarRez and reports, and participating in summer staff selection and training.
• Support building operations through participation of walkthroughs and inspections. Enter and track work orders, inspection results, and vendor coordination through system applications.
• Assist with managing, disbursing, and tracking of keys, prox cards, and student badges for academic year and summer. Track key inventory and coordinate electronic access to various residential buildings.
• Serves as a department liaison to campus partners and outside vendors, such as Facilities, Public Safety, and others.
• Oversees temporary staff during peak activity times.
• Performs additional functions as requested by the department manager.

Required Skills and Abilities

1. Able to be a self-starter and to handle multiple tasks, demands and deadlines. Must be a team player. Demonstrated willingness to learn new skills and tasks as necessary.

2. Knowledge of Microsoft Office, including intermediate proficiency in Outlook, Word, and Excel.

3. Experience with collegiate housing or property management.

4. Excellent organizational skills; ability to respond to complex problems and initiate corrective action. Demonstrated ability to triage incoming phone calls. Demonstrated strong customer service skills.

5. Driver's license required Preferred Skills and Abilities 1. Experience with StarRez or other housing software preferred. 2. Experience with Salesforce or other CRM platforms.

Physical Requirements

1. Climb stairs and work effectively within multiple residential building types.

2. Repeatedly lift, carry, push or pull up to 50 lbs.

3. Stand for long periods of time and walk across a city campus as needed.

4. Conduct walkthrough inspections of residential buildings

5. Drive department vehicles.

Principal Responsibilities

1. Oversees and coordinates program activities. Establishes, selects, implements, and coordinates administrative functions, procedures, and systems. 2. Based on knowledge of and experience with program activities, objectives and staff, serves as principal source of information on policies, procedures, programs and office activities. Establishes and maintains professional relationships with internal and external contacts. 3. Processes and monitors expenses and ensures adherence to budgetary guidelines. Prepares budget drafts based on existing budgets. May oversee, coordinate and/or complete applications and materials needed for grant submission. 4. Composes substantive correspondence and written material. Determines sources of data. Compiles, synthesizes and manipulates data. Summarizes findings and writes, produces and distributes reports or portions of reports. May create simple databases. 5. Provides editorial support for a journal/publication. Proofreads and edits material for grammatical and factual accuracy. Tracks copy through various editing and production stages. Communicates with authors, printers, and others concerned with published work. 6. Oversees, instructs, and coordinates activities of support staff. 7. Ensure compliance with University, Federal, and State guidelines, rules, and regulations. 8. May perform other duties as assigned.

Required Education and Experience Six years of related work experience, four of them in the same job family at the next lower level and a high school level education; or four years of related work experience and an Associate degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.