Residence Service Representative

Vancouver Island University; Nanaimo; On-site; CAD 32,000 - 45,000; Full time

Job summary

Vancouver Island University seeks a Residence Services Representative to provide friendly front-desk service to students year-round and to summer guests. You will handle inquiries, process room reservations, track keys and documents, and support residence life staff with events and daily operations.

The role requires basic computer skills, MS Office, and the ability to maintain confidentiality while communicating with diverse campus communities.

Qualifications

• Minimum Grade 12, basic computer skills, working knowledge of MS Office, and experience working with database programs.
• Customer Service oriented with an ability to maintain confidentiality.
• Demonstrated ability to exercise good judgment, tact, and diplomacy, and to apply problem-solving skills in a cross-cultural environment.

Responsibilities

• Provide front-desk customer service to students during peak seasons and to summer hotel guests.
• Track inventory of signed-out items, keys, and monitor contractor use of keys; process room reservations.
• Assist in maintaining student information and documentation from applications through room assignments, cancellations, withdrawals, and move-out information.
• Report daily financial transactions to the Manager and assist with general administrative tasks.

Skills

Customer service

Confidentiality

MS Office

Database experience

Education

Grade 12 / High School Diploma

Tools

Database programs

Job description

Duties:

Responsible for providing excellent customer service to students in a front-desk setting during the student season (Fall and Winter) and during the summer months to hotel guests.

Track inventory of signed-out items, answer inquiries, and process transactions. Additionally responsible for assisting in tracking all student information and documentation from applications through room assignments, cancellations, withdrawals, and move-out information, as well as performing accurate tracking of student documents and transactions.

Administrative and Reception, including: data entry, word processing, filing, sorting and delivering mail; processing room reservations for summer guests; and accurately reporting daily financial transactions to the Manager, VIU Student Residence. Assist in maintaining efficient file storage, ensuring student safety. Provide courteous and professional customer service to students on a year-round basis, following customer service and student development guidelines, both face- to-face and via phone or email, responding to all voicemails and emails in a timely and respectful manner. Provide emergency response or raise issues of concern by calling emergency services as required. Process sales for a variety of items from the front desk, including: Sundries, linen packages, Good Food boxes, etc.

Track inventory for items signed out, tracking all student keys and monitoring contractor use of keys, completing maintenance request forms as needed and calling in contractors (from a list of specified contractors) when necessary. Assist Residence Life Staff with events by answering RA questions, providing logistics support, and monitoring facilities. Assist with tidying, organizing, and maintaining basic cleanliness of building.

Train new Residence Services Representatives or Residence Life Coordinators on all aspects of daily front desk procedures. Address student concerns relating to problems with academic, family, friend, relationship or other situations by referring to appropriate resources as guided by VIU Student Residence procedures.

This position is included in operational needs as per Article 28.12.

Required Qualifications:

• Minimum Grade 12, basic computer skills, working knowledge of MS Office, and experience working with database programs.
• Customer Service oriented with an ability to maintain confidentiality.
• Demonstrated ability to exercise good judgment, tact, and diplomacy, and to apply problem-solving skills in a cross-cultural environment.

VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities.

Note:

• Short-listed candidates must provide original transcripts, or applicable original certifications at time of interview.
• All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
• Vancouver Island University (VIU) is collectively committed to building and sustaining a diverse and inclusive working and learning environment for faculty, staff, and students. In our journey towards greater diversity, we invite applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, persons of all gender identities and sexual orientations who bring value to the VIU community through their lived experiences. We encourage members of all equity-seeking groups to self-identify within their application cover letter. When a candidate voluntarily discloses this information in their cover letter, the information will be used only for the fulfillment of the career opportunity. Disclosure and/or self-identification with an equity-seeking group will not lead to advantageous treatment of a candidate who is not qualified.