Business Support Specialist II (MU Housing)

Hiring Department MU Housing provides world‑class housing experiences that engages students within an innovative and educational environment that supports best on‑campus housing practices and promotes student success. Job Description MU Housing’s Administrative Operations office serves as the primary point of contact for students, families and other campus departments. The Business Support Specialist II responds to questions and concerns from these constituents. The Business Support Specialist II is assigned to a specific role but is cross‑trained to assist all members of the team. Areas of specialization include the main reception desk, Graduate & Family Housing, special group assignments, billing, auditing and room moves. Essential Functions Customer Service Provide a high level of customer service to prospective and current students, families and campus colleagues. Understand and infer urgency, and use an appropriate tone when communicating. Answer the department’s main phone line, voicemail and email as needed. Respond or, if necessary, direct to appropriate staff. Maintain understanding and working knowledge of department processes/procedures to provide the best residential experience for residents. Maintain knowledge of the features and layouts of the residence halls and apartments, as well as department policies and processes, in order to help customers. Seek assistance from others as needed to respond to inquiries in a timely manner. Help customers navigate various campus websites and online web applications. Handle complex customer service and student needs from beginning to end. Provide solutions to problems that are atypical or that occur infrequently based on practice and existing precedents or procedures. Collaboration Understand how the Administrative Operations team integrates with others in the department and across campus to accomplish team objectives. Coordinate housing with academic programs. Ensure housing needs are addressed and managed in accordance with the agreement between the academic program and MU Housing. Collaborate with other MU Housing staff members to achieve optimal residence hall and apartment occupancy levels and satisfaction for residents. Build relationships with colleagues in other campus departments (such as Financial Aid, Cashiers, Care Team, Parking & Transportation Services, etc.) in order to assist customers effectively. Provide information as requested from other department colleagues. Administration Accomplish tasks in a timely and effective manner to reflect the high quality of the team. Explain information to and within the team, noting improvements, efficiencies, anomalies, etc., to the supervisor and/or appropriate team member. Research information, collect data and prepare analyses/reports (e.g., data, budget, billing, etc.) as assigned. Ensure the department is handling capacity and occupancy data correctly. Complete tasks, such as changing bed/room types, running reports, processing room moves and creating rosters for hall staff, within the housing management software. Attend and participate in all staff meetings, training sessions, recruitment and assignment activities. Administrative Operations Specialized Areas Main Reception Desk Greet guests, and direct office flow. Train and supervise 3-5 student staff members to work the front desk and complete other duties as assigned. Coordinate the staff schedule. Evaluate and coach student staff. Review and approve biweekly payroll for direct student staff reports. Graduate and Family Housing Assign and manage housing assignment offers for new and returning students at MU Housing’s Graduate and Family Housing apartment complex. Work closely with Campus Facilities staff to address maintenance, apartment turns, etc. Billing and Auditing Process electronic check‑out of residents through housing management software. Work with hall staff to confirm room vacancies and with security staff to verify door access records. Cancel housing contracts in housing management software, and ensure the proper documentation and steps are in place for reference. Oversee room occupancy discrepancies. Request verification of room status from hall staff, and investigate the source of discrepancy errors (emails, door access records, notifications from Admissions, etc.). Complete complex resident billing transactions, including charges and credits. Explain and process the Purchase Option in the housing and dining contract. Manage cancellation inquiries from residents, communicate the parameters and costs associated with the Purchase Option, and apply charges accurately and in a timely manner. Work with Campus Dining Services to adjust dining plans as needed. Ensure the housing needs of special groups, such as Athletics, international students, etc., are addressed according to department protocol. Billing and Apartments Audit complex resident billing transactions. Assist with billing charges and credits. Support housing assignments staff, particularly focused on Graduate and Family Housing. Room Moves Manage the room move request process, including, but not limited to, communication and problem‑solving with residents and MU Housing staff. Manage the Summer School housing process, including, but not limited to, applications, contracts, assignments, room moves and other tasks related to summer residents. Manage residence hall capacity and occupancy data. Generate and summarize reports based on this data. Manage the housing policy exemption process. Review requests for an exemption, gather supporting documentation, and send approvals or denials as appropriate based on exemption criteria. As with all positions, involvement with other duties and responsibilities is expected in order to serve the customer and maintain our departmental and Student Affairs mission. Shift Monday - Friday, 8 a.m. - 5 p.m. 40 hours per week. This position may require evening and weekend hours supporting activities and programs within the department. Occasionally division and campus projects may require additional hours outside of your normal schedule. Minimum Qualifications An Associate's degree or an equivalent combination of education and experience and at least 2 years of experience from which comparable knowledge and skills can be acquired is necessary. Preferred Qualifications Bachelor’s degree 4 years of progressively responsible office experience High level of independence and an ability to seek resolution and problem‑solve Strong customer service skills Effective communication skills in person and in writing Outstanding collaboration as a member of a team Positive attitude Competency to utilize computer‑based office software and web‑based applications, including Excel Strong work ethic Commitment to the mission and values of the University of Missouri Anticipated Hiring Range Range: $17.40 - $24.00 per hour, depending on experience Benefit Eligibility This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short‑and long‑term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at Equal Employment Opportunity The University of Missouri is an Equal Opportunity Employer. To request ADA accommodations, please call the Director of Accessibility and ADA at View phone number on click.appcast.io. #J-18808-Ljbffr The Chronicle Of Higher Education, Inc.