Case Western Reserve University · 23 hours ago
Manager for Customer Service of University Housing
Cleveland, OH
Full-time
Hybrid
Entry, Mid Level
$22.13/hr - $22.13/hr
1+ years expCase Western Reserve University is committed to providing quality education and services, and they are seeking a Manager for Customer Service of University Housing. This role involves coordinating front-line service operations, managing staff, and ensuring high-quality service for students and guests, while also planning events and measuring customer satisfaction.
E-LearningEducationUniversities
Responsibilities
Oversee daily operations of two residential area offices responsible for mail and package delivery, key distribution, and customer inquiries. Establish service standards, monitor response times, and resolve complex issues to ensure consistent, high-quality service for students, staff, and vendors. (25%)
Manage residence hall access in coordination with Access Service and Utech ensuring all keys are tracked and that students and staff members have appropriate access. Work closely with Facilities Services, Dining, Access Services, and Residence Life to address operational concerns, coordinate building access, and resolve service interruptions. Participate in campus committees and collaborative initiatives that improve student support services. (25%)
Plan and coordinate University Housing participation in outward-facing events such as University Open Houses, Admitted Student Days, and departmental tours. Collaborate with Undergraduate Admission, Residence Life, and Campus Services to present housing information, showcase guest accommodations, and represent University Housing to prospective students, families, and visitors. Ensure that materials and presentations accurately reflect the department's programs and customer service values. (15%)
Supervise two department assistants and a student team of 20-30 employees. Oversee recruitment, scheduling, training, and performance management. Foster a team culture centered on accountability, professionalism, and student development. (10%)
Implement tools and processes to measure customer satisfaction, service quality, and operational efficiency. Analyze trends, prepare reports, and recommend improvements to enhance the experiences of residents and guests. (10%)
Ensure all customer service and guest housing operations follow university policies, risk management practices, and financial procedures. Maintain confidentiality and uphold university and departmental standards of conduct. (5%)
Participate in the departmental on-call rotation. (5%)
Perform other duties as assigned. (5%)
Qualification
Required
1 year of experience in a supervisory role in university housing, hospitality management, conference services, or related customer service administration required
Bachelor's degree required
Demonstrated ability to lead and assess large-scale customer service operations
Experience managing conference or hospitality programs, including scheduling, billing, and client relations
Strong organizational, administrative, and communication skills with attention to detail and follow-through
Knowledge of housing systems (e.g., StarRez) and proficiency with Microsoft Office and data management tools
Ability to analyze service metrics and translate data into operational improvements
Effective supervisory and coaching skills; proven success managing professional and student staff
Demonstrated commitment to fostering a respectful, collaborative, and supportive environment in service delivery and staff management
Financial management experience, including budgeting, forecasting, and revenue tracking
Ability to work collaboratively across departments and manage competing priorities in a fast-paced environment
Ability to meet consistent attendance and interact effectively with colleagues, supervisors, and customers face-to-face
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest
Willingness to learn and utilize Artificial Intelligence (AI)
Preferred
Master's degree in higher education administration, business, hospitality, or a related discipline preferred
Benefits
Excellent healthcare
Retirement plans
Tuition assistance
Paid time off
Winter recess
Company
Case Western Reserve University
Case Western Reserve University is among the nation's leading research institutions.
5001-10000 employees
H1B Sponsorship
Case Western Reserve University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (101)
2024 (103)
2023 (114)
2022 (123)
2021 (86)
2020 (134)
Funding
Current Stage
Late StageTotal Funding
$1.17M2015-10-12Grant· $1.17M
Leadership Team
Caden Kacmarynski
Co-Founder and President - Case Quantum Computing
Christine Kush
Associate Dean, Corporate Partnerships and Executive Education
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