Assistant Director of Customer Relations & Events 5541BR Finance & Administration Aux-Housing Admin
Professional Area: Employment Category: Fulltime Staff Job Function:Wage Band:
Detailed Job Description Please note: this position may require the ability to work some weekends and evenings throughout the year.
The assistant director is responsible for developing strategies that foster an environment of innovation and continuous improvement in order to provide an outstanding customer experience that delivers our brand promise and promotes RIT housing to all who interact with our front office. Assists the RIT Service Center with escalated phone calls and questions via Slack and email to help answer over 65,000 touch points in our front office. This position supervises 25+ student ambassadors and a summer conference staff of 6 students that provide services at the front desk, give residence hall tours, assist at events, and help coordinate conferences. Manages all aspects of RIT's summer conference housing program that creates revenue greater than .5M. Develops and delivers RIT Housing's social media plan and manages our website to increase and promote engagement, educate and inform, and to advertise RIT Housing. Manages all events related to RIT Housing: move-in/move-out, Admission open houses, pop-up events, Room with a View, housing fairs, global student/campus awareness events, academic presentations, etc. This position reports to the associate director.
Hire, train, supervise, and evaluate the performance of 25+ student ambassadors and a student staff of 6 for summer conferences for front desk coverage, tours, events, summer conferences, and managing tickets in ServiceNow.
Develop and implement a plan to ensure that continuous improvement occurs in our customer service and engagement with our social media and website increases. Develop short and long-term assessment and benchmarking plans to evaluate our customers' experiences with our front office via in-person, phone, email, events, conferences, and social media and website. Create strategies for identified improvement opportunities and identify resources needed to complete.
Manage all events related to RIT Housing: move-in/move-out, Admission open houses, pop-up events, Room with a View, housing fairs, global student/campus awareness events, academic presentations, etc.
Manage RIT's Summer Conference Housing program and all related functions: development of budget, group contracts, amenities and services provided, and staffing.
This position will collaborate with RIT Global to develop campus events highlighting our global campuses.
Manage RIT Housing website - continuously update and maintain. Work with ITS regarding any needed changes. Develop a digital communications strategic plan that grows RIT Housing's presence on social media and other digital outlets while promoting and marketing our brand promises and educating our followers on processes and policies. Expand our digital presence by adopting new communication channels and toolsMonitor social media accounts and respond as needed to comments, customer inquiries, and report meaningful threads to the associate director.
Manage administrative functions related to payroll, HR, and on-boarding new student staff.
Required Minimum Qualifications EXPERIENCE
Bachelors degree in business, communications, or other applicable major and 4+ years experience required.
High level of experience in leading, building, training, and supervising a team
Strong experience in developing digital and written communication plan for web and social media
Proven customer-centric focus; ability to influence culture, drive change
Experience conducting assessments and benchmarking via surveys, forums, focus groups, etc.
Experience with event planning and implementation
Excellent proficiency in language skills and grammar
Proven experience with process improvement
Proven experience using technology and common software MS Office Suite
Outstanding interpersonal and communication skills, verbal and written
Strong collaboration skills
Strong analytical and problem solving skills
Detail oriented with ability to effectively handle multiple and changing priorities
Skilled in sign language or willingness to learn
Required Application Documents
How to Apply In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number The direct link to this posting can be found here: https://sjobs.brassring.com/
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the Great Colleges to Work For. RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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Founded in 1829, Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. Beyond our main campus in Rochester, New York, RIT has international campuses in China, Croatia, Dubai, and Kosovo. And with more than 19,000 students and more than 125,000 graduates from all 50 states and over 100 nations, RIT is driving progress in industries and communities around the world. Find out more at www.rit.edu .