The Housing Coordinator provides administrative support to Housing and Residential Life in matters related to student housing and billing and provides significant contribution to Housing Services general customer service inquiries.
Administrative support for housing and billing includes processing cancellations received via email and student housing portal, deposit refunds, transfers and forfeits, and charging cancellation fees. The Housing Coordinator will support the Assistant/Associate Directors with the Residency Waiver and Cancellation Petition processes. The Housing Coordinator will have direct responsibility for all customer service related to cancellations and billing.
The Housing Coordinator communicates frequently with the Residential Life staff when working on matters of student eligibility and room occupancy. The Housing Coordinator must communicate clearly, maintain organized records, act in a timely manner, and monitor multiple outstanding tasks at once. The Housing Coordinator must be comfortable to set and provide follow-up to achieve deadlines.
This is a highly visible position requiring daily student, family, and staff contact via email, telephone, Teams/Zoom, and in-person interactions and the ability to reach the point of problem resolution. This person must be comfortable working in a very fast-paced environment, possess the ability to multi-task, handle confidential information in a sensitive manner, and communicate clearly and effectively to a diverse student, parent and staff population. This position carries significant responsibility because of the time sensitive information that must be accurately conveyed to all staff and customers.
Housing Services is open on evenings and weekends during peak seasons such as, but not limited to, move-in/outs, Housing Selection & Placement Process, new student assignments, and summer Orientations. Additionally, Housing Services is open on several University floating holidays and break periods. The Housing Coordinator must provide evening, weekend, and holiday coverage in collaboration with Housing Services team, as needed during these extended business hours.
Bachelor's degree required. The ideal candidate has 1-3 years' experience in administration and/or customer service. Candidate must possess excellent written and verbal communication skills.
Candidate must have the flexibility to work on several projects concurrently and must demonstrate sensitivity in working with confidential matters. Candidate must demonstrate sound judgement and analytical skills, attention to detail with a high degree of accuracy, and ability to work in a fast-paced environment with a positive attitude.
Candidate must be able to work effectively in a culturally diverse environment and possess enthusiasm for higher education and have an overall commitment to excellence in customer service.
Experience working in a college/university environment and/or in a collaborative team environment is preferred.
% of timeDuties / ResponsibilitiesEssential
40 | Administrative Support of Housing and Billing
The Housing Coordinator manages cancellations including email and phone communications, deposit refunds, transfers and forfeits, and charging cancellation fees. The Housing Coordinator will direct the Assistant Directors with the Residency Waiver and Cancellation Petition processes. The Housing Coordinator will have direct responsibility for all customer service related to cancellations and billing including phone calls, emails, Teams/Zoom, and in person inquiries. The Housing Coordinator will collaborate with Residential Life staff to receive final damage billing reports and assess the charges. The Housing Coordinator may support the Assistant Directors with room assignments and room changes during peak periods. Essential
30 | Student Eligibility and Room Occupancy
The Housing Coordinator assists with start of term audits semesterly and processes no-show cancellations and fees. The Housing Coordinator is responsible for daily monitoring of student eligibility for university housing, and for collaborating with Residential Life staff to determine room occupancy when eligibility changes. The Housing Coordinator is responsible for processing appropriate housing refunds or assessing housing charges as applicable based on eligibility change. The Housing Coordinator will receive confidential student information related to leaves of absence, student conduct, and university withdrawals and is responsible for handling this information in a sensitive manner. Essential
30 | Customer Service Support
The Housing Coordinator works closely with two Customer Service Representatives, Housing Services Assistant and Associate Directors, and Residential Life staff on all aspects of customer service related to room assignments, room selection, move-in/move-out, and other Housing and Residential Life operations. Housing Services utilizes a shared email inbox and ACD phone system to interact with 80-100 emails and 125-150 phone calls per day on average. Essential
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.