Under the general supervision of the Director of Residential Life, the Community Desk Specialist receives work lead direction from the Assistant Director, Residential Life for Staffing and Leadership Development Program, provides direct supervision and coordination of the overall design, implementation, and daily administration of up to 10 customer service desks serving approximately 5,000 residents. Daily functions include student staff hiring, training, scheduling and supervision, administrati... more details
Job Summary
Under the general supervision of the Director of Residential Life, the Community Desk Specialist receives work lead direction from the Assistant Director, Residential Life for Staffing and Leadership Development Program, provides direct supervision and coordination of the overall design, implementation, and daily administration of up to 10 customer service desks serving approximately 5,000 residents. Daily functions include student staff hiring, training, scheduling and supervision, administration of guest/visitor registration, desk services and residence community front desk safety and security. The incumbent understands SJSU University Housing policies and procedures, maintains confidentiality, and shows diplomacy and comportment while working with individuals from many backgrounds. Incumbent serves as a Residential Life representative on University committees, and helps develop, support, and promote the Residential Life program.
Key Responsibilities
- Oversees daily administration of residence community front desks including operations, staffing and scheduling, policies and procedures, and payroll.
- Ensures staffing, policies and processes are implemented that adhere to and reinforce residence community safety and security initiatives.
- Establishes and implements procedures for day-to-day functions in conjunction with Residential Life professional staff.
- Oversees and ensures delivery of hall desk services including response to resident inquiries, lock outs and key access, recreation equipment check out and resident check in and check out.
- Develops and updates staff manual for all hall front desk student assistant positions.
- Coordinates the recruitment, selection, training and supervision of front desk student assistant positions.
- Plans, directs, supervises and evaluates the residence community hall desk staff.
- Coordinates staff scheduling to ensure 24/7 coverage at residence community desks during the academic year and summer.
- Maintains contact with Residential Life professional staff regarding desk staff duties, training and any performance concerns.
- Completes payroll process including required hiring paperwork and transactions for residential life student assistant staff.
- Trains student staff on time reporting process and ensures student time is entered correctly. Makes changes and follows up with student and professional staff as needed.
- Develops, prepares, updates, maintains and reviews annually staff manuals for desk student assistant positions.
- Develops and implements survey tools to assess and evaluate overall program effectiveness and customer satisfaction.
- Participates on department and university committees related to the administration of a comprehensive Residential Life program.
Knowledge, Skills & Abilities
- Ability to understand, interpret, and apply policies and regulations in specific situations to analyze and solve organizational and operational problems related to a comprehensive program.
- Thorough knowledge of methods, procedures and practices, for providing high quality customer service and ensuring customer satisfaction.
- Thorough knowledge of policies, procedures, regulations and best practices pertaining to the organizing and administration of conference events.
- Ability to take initiative and independently plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved.
- Ability to be flexible, embrace change, and manage frequent interruptions.
- Ability to exercise appropriate judgment and perform duties and responsibilities in the absence of close supervision.
- Ability to support and monitor program budget allocations, and prepare appropriate reports.
- Ability to collect and evaluate data, draw valid conclusions, and project consequences of various alternative courses of action.
- Ability to provide work direction.
- Knowledge of software applications such as word processing, spreadsheets, database management, preferably StarRez and When To Work, and the Internet.
- Excellent oral and written communication as well as presentation skills.
- Ability to compose and appropriately format correspondence and business reports using appropriate English grammar, punctuation and spelling.
- Excellent interpersonal skills and be able to handle a high degree of customer contact surrounding potentially emotional/controversial issues and deal with conflict while maintaining a sense of perspective and professionalism.
- Ability to maintain confidentiality and appropriately handle sensitive communications for students, staff, and external agencies.
- Ability to communicate with constituents in a professional and respectful manner.
Required Qualifications
- A bachelor's degree and/or equivalent training.
- Two years of administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.
Preferred Qualifications
- Bachelor’s Degree in Business, Hospitality Management, Education or a related field
- Experience supervising professional or student staff.
- Experience performing desk or guest/customer service functions.
- Experience providing oversight of an administrative operation and/or process.
- Experience performing payroll operations or financial tasks.
- Experience Working with housing and/or overnight guest housing services.
- Experience working in an educational and/or residential setting.
Compensation
Classification: Administrative Analyst/Specialist – Exempt I
Anticipated Hiring Range: $4,379/month - $4,719/month
CSU Salary Range: $4,379/month - $7,922/month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.
Application Procedure
Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
All applicants must apply within the specified application period: May 23, 2024 through June 9, 2024. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.
Contact Information
University Personnel
jobs@sjsu.edu
408-924-2252
CSU Vaccination Policy
The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu.
Additional Information
Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.
The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.
SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)
All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.
Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:
Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu.
Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf. The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu.
Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy, this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.
Equal Employment Statement
San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).
