Guest Service Representative

Guest Service RepresentativeUnder 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.ResponsibilitiesServes as the department's frontline service staff by performing a variety of customer service tasksAssists all guests and visitors in obtaining excellent services from Columbia Housing. Provides directions and answers questions over the phone, in-person and via any appropriate technology at the Hospitality DeskEnters student maintenance requests into work ticket database system and StarRez incident log on computer, processes various services at the Hospitality Desk including temporary keys, flex account, deposits and refunds and late payments for late and lost keys and resources; creates residential halls building informational signageResponds to all inquiries received in a professional and courteous manner and maintains the excellent level of service expected of Columbia Housing employees. Provides cross functional services related to the areas of the Hospitality DeskProcesses all maintenance requests submitted to the Hospitality Desk immediately per Columbia Housing policy. Maintains and updates appropriate records of all incidents occurring at the Hospitality DeskProvides administrative support for the Hospitality Desk and troubleshoot issues brought up at the Hospitality Desk. Ensures 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 requestsPerforms cashiering responsibilities. Runs reports at the end of each shift to confirm transactions which occurred during shift. Removes any funds from register and deposit in safe following the policies and proceduresResponsible for granting access to the residence halls. This includes 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 appropriatelyProvides replacement CUID, updates 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 appearPerforms other duties as assignedMinimum QualificationsHigh school diploma or equivalent requiredA minimum of three years related experience in a high-volume premier customer service organizationRequires 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 demeanorMust be able to maintain composure during potentially stressful situationsMust be organized and detail-oriented with demonstrated ability to use sound judgmentMust 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 HousingMust be able to work a flexible schedule including but not limited to overnights, evenings, nights, weekends, holidays as well as mandatory overtime and emergency coverageStrong computer experience with the ability to learn and adapt to new systems and multiple programs simultaneously. Experience with Windows, Word, Excel, and Outlook preferredMust satisfactorily complete training programs offeredEqual Opportunity Employer / Disability / VeteranColumbia University is committed to the hiring of qualified local residents. Columbia University