Position Purpose

Provides front-line customer service and operational support to residents and accommodation guests by delivering timely information, assisting with accommodation needs, and contributing to a safe, welcoming, and well‑functioning residence environment. 

This position is part of a 24/7 service. The normal work schedules are 8:00 AM to 4:00 PM (Day), 4:00 PM to midnight (Evening) and midnight to 8:00 AM (Night) and consist of 5 consecutive days (including Saturday and Sunday). 

Staff are hired into schedules based on operational needs at the time of hire. Schedules may be modified as operational needs, business volumes, or training requirements evolve. When alternative schedules become available, they will be offered to team members based on seniority.

In this role, your responsibilities will include

• Provides prompt, accurate, and professional front-line service to students and guests across multiple channels (in person, phone, email, messaging). Ensures inquiries are resolved efficiently or directed appropriately to maintain a high standard of client experience.
• Addresses accommodation-related concerns for residents and accommodation guests, including room issues, access needs, and service requests. Coordinates with other service areas to ensure timely and effective resolution aligned with service standards.
• Contributes to residence safety by monitoring activity within the premises, observing entry points and, reports concerns and suspicious behaviour to appropriate personnel to maintain a secure living and guest environment. Helps enforce residence policies to reduce risk.
• Delivers reception services for guests, including managing check-in and check-out processing and responding to inquiries. Provides concierge-style support by offering information about university and local services and attractions to enhance guest experience.
• Maintains accurate records of interactions, incidents, and service requests to ensure information is properly tracked and accessible. Responds to third-party information requests in accordance with the privacy act. Manages, reviews documentation and responds in accordance with established procedures to ensure compliance.
• Provides administrative coordination support and assists with financial reconciliation and validation activities to ensure accuracy and proper record-keeping.
• Provides day-to-day support to casual staff, primarily students, by helping coordinate assigned tasks, answering questions, and assisting with onboarding and training to ensure work is completed according to established procedures and instructions

What You Will Bring 

• High School Diploma
• One year of relevant experience in similar role.
• Bilingualism: French and English (spoken and written), to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute. 
• Knowledge of the Canadian Human Rights Act and related laws and regulations applicable to Residence Life services
• Knowledge of records management principles and practices
• Knowledge of Housing Services operations and related University services is considered an asset.
• Knowledge of principles related to the protection of people and property, including risk management and emergency response practices.
• Experience in interpreting, explaining and enforcing regulations, policies and procedures.
• Knowledge of computer systems and software such as Windows, word processing, spreadsheets, databases, email and Internet.
• Strong verbal and written communication and interpersonal skills, including patience, discretion, empathy and listening skills. Ability to adapt approach based on target audience.
• Demonstrated ability to manage multiple tasks, maintain accuracy and ensure timely completion of responsibilities
• Ability to assess and respond to conflict situations, determine appropriate course of action and apply sound judgement under pressure.
• Ability to work collaboratively in a team environment and remain effective in fast-paced or high-pressure environment.
• Ability to work outside normal working hours

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