Customer Service Coordinator

Norfolk State University; United States; On-site; USD 28,000 - 40,000; Part time

Job summary

Norfolk State University is hiring a part-time Customer Service Coordinator to support the Office of Housing and Residence Life. The role delivers frontline service, administrative support, and operational coordination for students, families, faculty, staff, and visitors.

The successful candidate will demonstrate strong communication, organization, and problem-solving skills in a fast-paced university setting.

Qualifications

• High school diploma or GED required.
• Professional customer service experience in an office/educational setting.
• Strong written and verbal communication skills.
• Ability to organize tasks, manage competing priorities, and meet deadlines.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Discretion and ability to maintain confidentiality.
• Ability to work independently and in a team.
• Ability to interact with diverse populations.

Responsibilities

• Serve as primary contact for students, families, and visitors seeking Housing and Residence Life assistance.
• Respond to housing-related questions, requests, concerns, and complaints in person, by phone, or email.
• Assist students with understanding housing applications, assignments, changes, and policies.
• Provide accurate information about departmental services, deadlines, and processes.
• Refer complex concerns to appropriate staff and assist with follow-up for timely resolution.
• Maintain a professional, welcoming front desk and reception operations.

Skills

Professional customer service

Written and verbal communication

Organizational skills

Deadline management

Discretion and confidentiality

Independent and collaborative work

Interpersonal skills

Diversity awareness

Education

High school diploma or GED

Associate or bachelor’s degree

Tools

Microsoft Office

Job description

Norfolk State University is seeking a part-time Customer Service Coordinator to support the daily operations of the Office of Housing and Residence Life. The Customer Service Coordinator is a part-time position within the Office of Housing and Residence Life at Norfolk State University. Reporting to the Associate Director for Business Services, this position provides frontline customer service, administrative assistance, and operational support to students, families, faculty, staff, and campus visitors. The Customer Service Coordinator serves as a primary point of contact for housing-related inquiries, assists students with navigating housing processes, responds to questions and concerns, and supports the daily operations of the Housing and Residence Life office. The position requires strong communication, organizational, problem‑solving, and interpersonal skills, with an emphasis on delivering responsive, professional, student‑centered service. This position plays an important role in fostering a welcoming, supportive, and service‑oriented environment that enhances the residential student experience.

Position Details

Position Title: Customer Service Coordinator (Part-Time)

Position Number: NSUW0559

Department: Housing and Residence Life

Division: Student Affairs

Supervisor: Jessica Corley, Associate Director for Business Services

Compensation: $25.00 per hour

Employment Status: Part‑Time, Non‑Supervisory Position

Position Overview

The Customer Service Coordinator provides essential customer service, administrative, and operational support for the Office of Housing and Residence Life. This position assists with daily office operations, serves as a resource for students and families, and supports departmental initiatives designed to improve service delivery and overall residential experience. The successful candidate will demonstrate professionalism, sound judgment, attention to detail, and a commitment to delivering high‑quality customer service in a fast‑paced university environment.

Essential Duties and Responsibilities

• Serve as a primary point of contact for students, parents, families, faculty, staff, and visitors seeking assistance from Housing and Residence Life.
• Respond professionally and promptly to housing‑related questions, requests, concerns, and complaints through in‑person interactions, telephone calls, and electronic communication.
• Assist students with understanding housing applications, assignments, room changes, housing policies, and general residential procedures.
• Provide accurate information regarding departmental services, resources, deadlines, and processes.
• Refer complex student concerns to appropriate departmental personnel and assist with follow‑up to support timely resolution.
• Demonstrate patience, empathy, professionalism, and discretion when addressing student concerns.

Front Desk and Reception Operations – 25%

• Support daily front desk and reception operations, including greeting visitors, answering telephone calls, monitoring shared communication channels, and directing inquiries.
• Maintain an organized, welcoming, and professional office environment.
• Assist with managing customer traffic, appointments, messages, and general office requests.
• Provide coverage and operational support during assigned office hours.
• Assist with distributing departmental information, forms, and other resources.

Administrative and Records Support – 20%

• Perform general administrative duties, including data entry, document preparation, filing, record maintenance, and correspondence.
• Assist with maintaining accurate student housing records and departmental documentation.
• Support preparation of reports, spreadsheets, correspondence, and informational materials.
• Assist with processing routine housing‑related forms and requests.
• Maintain confidentiality of student information and comply with university policies and applicable privacy requirements.
• Provide clerical and administrative assistance to departmental staff as assigned.

Service Coordination and Follow‑Up – 10%

• Assist with tracking student inquiries, service requests, and outstanding concerns to support timely follow‑up.
• Coordinate with Housing and Residence Life staff and other campus departments to help address student needs.
• Support departmental customer service improvement initiatives and communication efforts.
• Assist with identifying recurring student concerns and communicating service trends to appropriate supervisors.
• Participate in departmental meetings, training, and service‑related activities as requested.

Other Assigned Duties – 5%

• Assist with special projects, departmental initiatives, student outreach, and housing‑related activities.
• Provide administrative support during peak operational periods, including opening, closing, and housing assignment cycles.
• Perform other related duties as assigned to support the mission and operations of Housing and Residence Life.

Minimum Qualifications

• High school diploma or GED required.
• Demonstrated ability to provide professional customer service in an office, educational, or related environment.
• Strong written and verbal communication skills.
• Ability to organize tasks, manage competing priorities, and meet established deadlines.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to exercise discretion and maintain confidential information.
• Ability to work independently and collaboratively in a team‑oriented environment.
• Ability to interact effectively with individuals from diverse backgrounds.

Preferred Qualifications

• Associate or bachelor’s degree from an accredited institution.
• Previous experience in customer service, administrative support, higher education, student services, or residential operations.
• Experience working directly with college students and families.
• Familiarity with student information systems, housing management software, or customer service tracking systems.
• Experience in resolving customer concerns and coordinating service requests.

Knowledge, Skills, and Abilities

• Strong customer service orientation and commitment to student success.
• Excellent interpersonal, communication, and active listening skills.
• Strong organizational skills and attention to detail.
• Ability to analyze information, exercise sound judgment, and resolve routine problems.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to interpret and communicate departmental procedures and guidelines.
• Demonstrated professionalism, dependability, adaptability, and teamwork.
• Ability to handle sensitive situations with discretion and empathy.

Physical, Mental, and Cognitive Requirements

The position requires the ability to sit, stand, walk, and reach while performing routine office responsibilities. Essential cognitive and sensory requirements include memory, reasoning, reading, analyzing information, logical thinking, hearing, verbal and written communication, managing multiple priorities, adapting to frequent changes, and engaging in sustained customer interactions.

Work Schedule and Compensation

This is a part‑time, hourly position compensated at $25.00 per hour. The work schedule will be established based on departmental operational needs and may include occasional evening or weekend assignments. Wage employees are paid an hourly rate for actual hours worked and are limited to working 1500 hours per year and can only work a maximum of 29 hours a week. Work hours must be counted on the basis of the twelve‑month period beginning May 1 of each year and April 30 of the following year. Wage employees in all agencies (all branches of government) are limited to working no more than 1500 hours during each twelve‑month period May 1‑April 30. Should you work 1500 hours prior to April 30, your services will be terminated immediately. You will not be eligible for employment again until May 1. It is the responsibility of the employee and supervisor, as well as the Office of Human Resources, to monitor these hours to ensure compliance to policy. Wage employees may not earn leave nor do they have access to the Grievance Procedure process. They are not covered by the provision of the Virginia Personnel Act and are not entitled to the benefits afforded employees occupying classified positions.

Background Check and Eligibility

Norfolk State University conducts background checks on all candidates identified as a finalist for employment consideration. The type of background check(s) performed are dependent upon the type of position for which you have been identified as a finalist and may include criminal history, including sexual offender registry checks, reference checks, degree validation, DMV (driving) records, license verification, and credit report reviews. The results of background checks are made available to University employing officials. As a finalist, you will be required to sign an Authorization to Release form. Norfolk State University utilizes Form I-9 and E‑verify in the verification of eligibility for employment. Applicants must be authorized to work in the U.S. without employer sponsorship.

Equal Opportunity Employer

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800‑552‑5019, or DBVI at 800‑622‑2155.

Contact Information

Name: Office of Human Resources

Phone: [phone]

Email: NO EMAILED DOCUMENTS ACCEPTED

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