Residence Services Representative

Campus Living Centres; Welland; On-site; CAD 32,000 - 44,000; Full time

Job summary

Campus Living Centres is seeking a Residence Services Representative to respond to student and guest inquiries, manage service requests, and perform daily front desk duties at the Niagara Region residence. You will interact with students, guests, and staff to deliver excellent customer service and maintain a welcoming lobby environment.

The role requires strong communication, ability to handle payments and accounts, monitor surveillance, and follow safety procedures.

Qualifications

• Excellent verbal communication and customer service skills.
• High school diploma; some college or university preferred.
• Minimum 1 year of customer service experience.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Respond to inquiries via phone, email, and in person.
• Utilize Campus Living Centres’ computer software.
• Process payments, invoices, and review accounts.
• Monitor video surveillance and ensure recording is active.
• Communicate information between staff.
• Maintain guest and student privacy.
• Know emergency procedures and on-call staff processes.
• Handle reservations, check-ins, check-outs, and account settlements.
• Maintain front desk, lobby, and office appearance.
• Coordinate with maintenance, housekeeping, and residence life teams.
• Manage front desk operations, including guest key cards and reports.

Skills

Verbal communication

Customer service

Positive attitude

Independent work

Multitasking

Education

High school diploma

Tools

Campus software

Job description

Position Summary and Job Magnitude

The Residence Services Representative is responsible for responding to student and guest inquiries, service requests, and carrying out daily operational duties. They must be able to listen and understand the needs of guests and students and deliver the appropriate level of service, striving for high customer service satisfaction at all times. The Residence Services Representative will work out of the front desk of the residence and have a high level of interaction with students and guests, as well as all members of the residence staff team.

Essential Functions and Basic Duties

• Demonstrate a high degree of customer service on phone calls, via email, and in person
• Utilize Campus Living Centres’ computer software
• Financial administration, including processing payments, invoices, and reviewing accounts
• Maintain video surveillance and ensure that cameras are recording at all times
• Communicate pertinent information between staff
• Maintain student and guest privacy
• Knowledge of emergency procedures and on-call staff procedures
• Know who to contact for various situations, including residence staff and facility contractors
• Ensure the room status is updated from the housekeeping department
• Handle in a professional manner; reservations, check-ins, check-outs, and account settlement
• Maintain the appearance of the desk, lobby and office area at all times
• Understanding of building departments, including maintenance, housekeeping, residence life, and conference and sales
• Responsible for the front desk operations, including: making guest key cards, payments, financial administration, producing office reports, and keeping key areas tidy and organized
• Ensures building keys are used appropriately and responsibly
• Any other duties as assigned

Health & Safety

• Work in the manner and with the protective devices, measures and procedures required by the OHSA, regulations, and Campus Living Centres (e.g. wearing safety shoes, confining hair, jewelry, or loose clothing around moving parts, etc).
• Online training modules and in-person training must be completed before starting regular duties.
• WHMIS 2015 and GHS system, and standard operating procedures training must be completed prior to beginning regular duties.

Qualifications

Education:

High School Diploma, some College or University preferred

Skills/Abilities

• Must possess excellent verbal communication skills
• Must possess excellent customer service skills
• Must possess positive attitude
• Work independently without constant supervision
• Must be able to handle multiple projects at once

Experience Required:

Minimum of 1 year industry experience or equivalent customer service experience.

NOTE

This position requires the ability to work days (weekend #1), evenings (weekend #2), and overnights (weekend #3), and repeat.