Desk Services Team Lead

Simon Fraser University; Burnaby; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

CUPE Local 3338 benefits

Hybrid-work program

Job summary

Simon Fraser University in Burnaby seeks a front desk administrator for the Residence and Housing department to monitor daily front desk operations and provide customer service to students, guests and campus community.

You will support training materials, train new staff, and respond to inquiries via in-person, phone, email, and chat while ensuring reports and daily reconciliations are completed. This temporary assignment ends May 30, 2027, with a hybrid-work program for eligible positions.

Qualifications

• High school graduation and one year of post-secondary education, including formal training in bookkeeping/accounting procedures, spreadsheet, word processing and database applications, and office practices.
• 3 years of experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

Responsibilities

• Monitors day-to-day operations of the front desk and services to students, guests, and the campus community.
• Provides comprehensive customer service; participates in the preparation and evaluation of training materials; trains new staff and monitors progress.
• Responds to diverse and complex in-person telephone, email, chat inquiries from prospective residents, guests, and others.
• Supports the supervisor in ensuring client reports are run to ensure smooth daily office functioning and daily reconciliation of accounts.

Skills

Customer service

Interpersonal skills

Teamwork

Analytical reasoning

Communication skills

Office software

Education

High school graduation and one year of post-secondary education

3 years of experience

Tools

StarRez

Microsoft 365

Job description

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

SFU's Residence and Housing department is an integral part of SFU's academic and educational programs and services. The unit supports the academic mission of SFU and Student Services by creating purposeful and intentional communities that emphasize academic support, success, and leadership development through programs and services.

Providing market priced living and learning environments that are safe, clean, sustainable, attractive, well maintained, comfortable and welcoming. Ensuring financial stability, service viability, and effective management and administration of the operations. Providing updated technology and data driven services that meet the needs of Residence and Housing students and users in a responsive, timely, courteous, efficient and effective manner.

About the Role

Monitors day-to-day operations of the front desk and services to students, guests, and the campus community. Provides comprehensive customer service; participates in the preparation and evaluation of training materials; trains new staff and monitors progress. Responds to diverse and complex in-person telephone, email, chat inquiries from prospective residents, guests, and others. Supports the supervisor in ensuring client reports are run to ensure smooth daily office functioning and daily reconciliation of accounts.

Full Job Description

Qualifications

High school graduation and one year of post-secondary education, including formal training in bookkeeping/accounting procedures, spreadsheet, word processing and database applications, and office practices. 3 years of experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

• Excellent interpersonal and customer service skills, Teamwork.
• Excellent analytical reasoning, good judgment, problem solving, and organizational skills.
• Ability to prioritize work, multitask and work in a fast paced dynamic environment.
• Ability to train, coach and mentor and prioritize work of the team.
• Excellent communication (oral and written) skills.
• Ability to use student housing software applications (e.g. StarRez) and Microsoft 365.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer temporary employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

• An additional 14% pay in lieu of benefits
• After 4 consecutive months in the position, pay in lieu of benefits is increased to 20%
• Hybrid-work program for eligible positions

Additional Information

The assignment end date is May 30, 2027.

Days/hours of work are Tuesday to Thursday, 12:00pm to 7:30pm and Friday to Saturday, 9:00am to 4:30pm with the option of changing in future due to department needs.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to facilitating accessibility within our application and interview processes. If you require any assistance or accommodations, please contact [e-mail].