The Manager of Operations and Customer Service is expected to execute marketing, leasing, and renewal strategies for Graduate Student and General Studies Housing properties to achieve occupancy, revenue, and resident retention goals. The individual in this position will have direct responsibility for the following critical functions: assignments, occupancy agreements, transfers, student billing, student housing extensions, student subletting, and client service, with responsibility for more than 5000 students on the Morningside Campus. In general, the Manager is responsible for anticipating the needs of the Graduate and General Studies residents and implementing systems and processes to meet those needs while also maintaining the consistent standards set by Columbia Residential.
The Manager will manage the leasing operations for Graduate and General Studies Housing and work to ensure efficient operations and resident satisfaction throughout the term of the lease.
The Manager, working with the leasing staff, will ensure that clients are provided optimal customer service; issues and problems arising out of the housing process are responded to appropriately and with care for the complexity of student concerns; housing assignments and transfers receive rigorous screening to maximize fairness and overall student satisfaction; housing policies, leases, and contracts are enforced; billing is processed accurately and in a timely manner; apartment viewings and assignments are scheduled and planned around construction work and staff availability; requests for information from government agencies and other entities regarding student housing are addressed in a timely manner; and other daily matters that arise in the running of a high volume busy office are addressed.
The Manager will develop and implement strategies for the efficient assignment of University housing and administration of the department's processes, leveraging technology as needed to improve efficiency.
The Manager will be responsible for analyzing housing data for Columbia Residential leasing processes, producing reports on finances, and overseeing overall leasing performance.
Additionally, they will create trainings as needed and conduct training sessions for leasing assistants and staff, including a large temporary staff during peak seasons.
The Manager of Operations and Customer Service will interpret departmental services and policies and procedures to students, faculty, and staff throughout the year when called upon to do so.
The Manager will also perform any special projects and other related duties as assigned or required.
The Manager will work with Columbia University's partner offices to on housing related issues. Additionally, the Manager will represent the Columbia Residential office in scheduled ODS meetings.
As necessary, the Manager will serve as the Director of Leasing Operation's representative and stand-in at meetings when the Director is unavailable.
This position requires 24-hour on call availability to monitor student emergencies during an assigned on-call period, typically two weeks every four months. Additionally, Saturday availability may be required on a limited basis.
This position is designated as "Essential Personnel" and is required to report to campus to their normal work location (or an alternate site if necessary) for work during an emergency closure even if the closure occurs during a time that they are not regularly scheduled to work.
Minimum of 4-6 years of related experience required; specific experience with University housing operations, residence life, or customer service preferred.
Incumbent is required to have strong skills with the Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook.
Demonstrated technical and analytical skills and proficiency with lease management software systems is required.
Facility with specialized financial reporting and report development tools required.
Experience working with data generated from disparate systems helpful.
Knowledge of data analysis tools and industry-specific software is required.
Required are the abilities to direct data processing and analysis efforts efficiently and with keen attention to detail.
Must demonstrate an ability to exercise sound judgment.
Patience, tact, and the ability to work well under pressure in a busy office are a necessity.
Must be organized, professional, friendly, enthusiastic and diligent.
Excellent customer service and communication skills, both written and verbal, are required.
Experience conducting and evaluating performance assessments is preferred.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 506532
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.