Coor, Housing Services & Operations

Johnson C. Smith University - JCSU; Charlotte (NC); On-site; USD 52,000 - 66,000; Full time

Job summary

Johnson C. Smith University - JCSU is seeking a Coordinator of Housing Operations and Residential Services to coordinate housing applications, assignments, occupancy, and billing in an in-person setting.

The role partners with Admissions, Student Accounts, Financial Aid, Facilities, Public Safety, and other offices to ensure equitable and efficient housing services that support student success. The position requires overseeing housing records, billing, and access controls, maintaining SOPs, and

Qualifications

• Bachelor’s degree in higher education administration, student affairs, business administration, or related field.
• At least 3 years in housing operations or related administrative function, including 2 years in housing/residential operations.
• Strong ability to manage complex records, dashboards, reporting, and sensitive student information; strong customer service and communication.
• Ability to work occasional evenings and weekends during opening, closing, and urgent operational periods.

Responsibilities

• Coordinate housing applications, assignments, room changes, cancellations, waitlists, and special housing requests per policies.
• Maintain accurate room inventory, capacity, availability, resident rosters, and occupancy status.
• Reconcile assignments with enrollment changes in partnership with campus offices.
• Prepare weekly occupancy and vacancy dashboards during peak periods; identify trends and opportunities to improve.
• Coordinate communications for new, returning, and transfer students and coordinate approved accommodations with Accessibility Services.
• Coordinate operational timelines and logistics for opening, move-in, breaks, closing, and move-out; manage check-in/out docs and rates.

Skills

Customer service

Written communication

Analytical thinking

Organizational ability

Collaborative problem solving

Education

Bachelor’s degree in higher education administration, student affairs, business administration, or related field

Tools

Ellucian Colleague

Banner

StarRez

Job description

This role is fully in person (not hybrid or remote).

General Statement of Job

The Coordinator of Housing Operations and Residential Services coordinates the administrative, occupancy, facilities-service, and residential support functions of Housing and Residence Life. Reporting to the Director, the Coordinator administers housing assignments and records, monitors occupancy and vacancies, coordinates facilities requests and operational readiness, and supports accurate housing-related billing and access controls. The position partners with Admissions, Student Accounts, Financial Aid, Facilities, Public Safety, Accessibility Services, and residence life staff to provide responsive, equitable, and efficient housing services that support student success and retention. The Coordinator is responsible for assigned operational processes, not direct oversight of residential education or student conduct adjudication.

Essential Duties and Responsibilities

1. Housing Assignments and Occupancy Management

• Coordinate housing applications, assignments, room changes, cancellations, waitlists, and special housing requests in accordance with approved policies.
• Maintain accurate room inventory, capacity, availability, resident rosters, and occupancy status.
• Reconcile assignments with enrollment and student status changes in partnership with relevant campus offices.
• Prepare weekly occupancy and vacancy dashboards during peak periods and routine reports otherwise; identify trends, exceptions, and opportunities to
• Support assignment communications for new, returning, and transfer students and coordinate approved accommodations with Accessibility Services without independently determining eligibility.

2. Housing Operations, Transitions, and Customer Service

• Coordinate operational timelines and logistics for opening, move-in, room changes, breaks, closing, and move-out, including check-in/check-out documentation agreements, rates, and available services.
• Respond promptly and professionally to routine housing inquiries and escape complex, sensitive, or safety-related matters to the appropriate official.
• Support early arrivals, late departures, temporary relocations, and other approved exceptions.
• Maintain written standard operating procedures and train staff on assigned processes.

3. Facilities Coordination and Residential Readiness

• Serve as the primary administrative liaison with Facilities for routine residence hall maintenance requests.
• Maintain a centralized work-order log with priority, submission date, status, responsible office, escalation, and completion verification.
• Coordinate scheduled inspections of common areas and rooms with residence life and Facilities staff, documenting safety, cleanliness, furnishings, and repair needs.
• Track readiness for opening and occupancy, support preventive maintenance planning, and provide the Director with recurring unresolved-issue reports.
• Refer emergency or imminent safety hazards immediately through established University protocols; do not undertake technical repairs outside the position’s qualifications.

4. Housing Records, Billing, and Access Controls

• Maintain accurate housing applications, agreements, assignments, room-condition reports, damage records, and related documentation in approved systems.
• Coordinate housing charges, credits, cancellation adjustments, and damage billing documentation with Student Accounts and Finance; verify source data but do not independently authorize financial adjustments beyond delegated authority.
• Coordinate key issuance, returns, inventories, and access permissions with authorized campus offices, including periodic audits and follow-up on
• Protect student information and follow University records retention and confidentiality requirements.

5. Assessment, Compliance, and Continuous Improvement

• Develop and maintain operational metrics for occupancy, assignment accuracy, response times, outstanding work orders, billing discrepancies, move-in readiness, and student-service satisfaction.
• Analyze data and recommend process improvements to the Director.
• incident referral, and operational audits.
• Coordinate with Public Safety and residence life leadership on emergency communications and operational response as directed; refer conduct matters to designated officials.
• Participate in budget preparation by identifying facilities, supplies, and operational needs and tracking assigned expenditures.

6. Collaboration and Other Responsibilities

• Work collaboratively with Residence Hall Coordinators and Resident Assistants to obtain accurate operational information, address housing service issues, and deliver consistent communication.
• Support orientation (Golden Bull Academy – GBA), recruitment, and retention initiatives (i.e. Registration Blitz, Move the Herd, Summer Bridge, Financial Clearance, etc.) related to housing.
• Attend departmental and campus meetings; perform related duties consistent with the position’s scope as assigned.

Required Qualifications

• Bachelor’s degree in higher education administration, student affairs, business administration, or a related field.
• Three years of progressively responsible experience in housing operations, residence life, student services, or a related administrative function, including at least two years of relevant housing/residential or comparable operations experience.
• Demonstrated ability to manage complex records, spreadsheets, reporting, deadlines, dashboards, and sensitive student information. Strong customer service, written communication, analytical, organizational, and collaborative problemsolving skills.
• Ability to work occasional evenings and weekends during opening, closing, and urgent operational periods.

Preferred Qualifications

• Experience administering student housing management systems and integrating housing data with student information or billing systems; familiarity with Ellucian Colleague, Banner, StarRez, or comparable applications.
• Experience with occupancy forecasting, facilities work-order systems, access/key controls, housing billing reconciliation, process improvement, and operational
• Experience developing standard operating procedures and training staff.

Working Conditions and Expectations

• Primarily office-based work with regular walking through residence halls and occasional extended standing during housing transitions.
• Must be able to respond appropriately to urgent housing operational issues and
• Reasonable accommodations may be provided to enable qualified individuals to
• The University will determine position classification, compensation, and any additional employment requirements through Human Resources.

Suggested Performance Measures (to be finalized annually)

• Housing assignment and roster accuracy; weekly occupancy reporting completed on schedule; timely follow-up and closure verification of work orders; documented room and common-area inspections; completion of move-in readiness milestones; key and access inventory reconciliation; housing billing discrepancy resolution; and student service responsiveness/satisfaction.
• Baselines and annual targets will be established with the Director rather than