Residential Services Operations Manager

7 days ago


Highland Heights, Kentucky, United States Northern Kentucky University Full time

As a key member of the University Housing team at Northern Kentucky University, we are seeking an experienced Residential Services Operations Manager to oversee the overall customer care and transactional services of our residential facilities. This critical role is responsible for supervising all residential front desks and services, direct supervision of desk managers, mitigation of customer service issues, mail and package services, and University Housing operations including student staff hiring, onboarding, and separations.

Key Responsibilities
  • Desk Services: Manage all aspects of desk services for all residential facilities, supervise Desk Managers, serve as liaison between University Mail and third-party deliveries, track University Housing keys and equipment, and ensure 24-hour coverage of each front desk.
  • Customer Care: Answer customers' questions, resolve problems, maintain customer satisfaction by providing problem-solving resources, audit customer service procedures, determine systematic improvements, and enforce policies and procedures.
  • Conference Services: Work on a team that manages summer camps and conferences, registrations, sponsor communication, and billing; plan, schedule, document, and support service delivery for events using established policies and procedures to meet customer needs and ensure event compliance with institutional policy.
  • Supervision: Manage customer service staff, communicate job expectations, perform appraisals and job reviews, recruit, hire, train, and evaluate Desk Managers, Desk Assistants, and Summer Conference Assistants, and assist in planning and facilitating training.

We require a Bachelor's Degree and two years of related experience or acceptable equivalency. Supervisory experience, customer service experience, and any candidate offered this position will be required to go through a pre-employment criminal background check as mandated by state law.

The estimated annual salary for this position is approximately $40,000 - $50,000 based on a 37.5 hour workweek and the hourly rate range of $17.63 - $20.10 per hour. We offer a competitive benefits package and a dynamic work environment.



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