Guest Service Representative

• Job Type: Support Staff - Union
• Bargaining Unit: Local 2110
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: Tuesday-Saturday 4:00 PM-12:00 AM
• Building: Hartley
• Salary Range: $54,180-$69,648 Annually

Position Summary

Under the direct supervision of the Assistant Managers of Guest Services for Columbia Housing, the Guest Service Representative is responsible for working as part of the Hospitality Desk team to provide excellent service to students, employees, and other guests and visitors while operating the Hospitality Desk and providing related services. This position requires mandatory overtime.  Must be able to work a flexible schedule covering 24/7 shifts including but not limited to overnights, evenings, nights, weekends and holidays and emergencies.

Responsibilities

• Serve as the department's frontline service staff by performing a variety of customer service tasks. 
• Assisting all guests and visitors in obtaining excellent services from Columbia Housing.  Provide directions and answers questions over the phone, in-person and via any appropriate technology at the Hospitality Desk.  
• Enter student maintenance requests into work ticket database system and StarRez incident log on computer, process various services at the Hospitality Desk including temporary keys, flex account, deposits and refunds and late payments for late and lost keys and resources; create residential halls building informational signage.
• Respond to all inquiries received in a professional and courteous manner and maintain the excellent level of service expected of Columbia Housing employees. Provide cross functional services related to the areas of the Hospitality Desk. 
• Process all maintenance requests submitted to the Hospitality Desk immediately per Columbia Housing policy.  Maintain and update appropriate records of all incidents occurring at the Hospitality Desk.
• Provide administrative support for the Hospitality Desk and troubleshoot issues brought up at the Hospitality Desk. Ensure all available services at the Hospitality Desk are provided to undergraduate students. Other administrative support includes but is not limited to informing students of contractor work, following-up with students regarding fire drills and alarms, overnight guest passes, cash handling, temporary key loans, and maintenance requests. 
• Perform cashiering responsibilities. Run reports at the end of each shift to confirm transactions which occurred during shift.  Remove any funds from register and deposit in safe following the policies and procedures. 
• Responsible for granting access to the residence halls. This include maintaining the security of keys and buildings, issuing temporary keys to students and staff appropriately, providing escorted access to any appropriate parties, and perform other related responsibilities.  Responsible for student key loan process including responding to lock outs and emergencies appropriately. 
• Provide replacement CUID, update service associated with CUID and perform all related responsibilities per University policy and policies as well as procedures outlined by Columbia Housing. 
• Required to work a variety of shifts in a 24-hour/7 day schedule as assigned covering as needed for vacation and sick leave and other absences including mandatory overtime in case of emergency, gaps in coverage, or failure of next shift relief to appear.
• Perform other duties as assigned. 

Minimum Qualifications

• High school diploma or equivalent required. 

• A minimum of three years related experience in a high-volume premier customer service organization.

• Requires strong customer service skills with the ability to deal with constant client interaction both in-person and on the phone while maintaining a pleasant and professional demeanor. 

• Must be able to maintain composure during potentially stressful situations.

• Must be organized and detail-oriented with demonstrated ability to use sound judgment. 

• Strong computer experience with the ability to learn and adapt to new systems and multiple programs simultaneously.  Experience with Windows, Word, Excel, and Outlook preferred. 

• Must satisfactorily complete training programs offered.

• Must be able to respond to emergencies and student requests and travel across campus during extreme temperature/inclement weather.  Work attire is to be determined by Columbia Housing. 

• Must be able to work a flexible schedule including but not limited to overnights, evenings, nights, weekends, holidays as well as mandatory overtime and emergency coverage.

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Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.