Desk Clerk

Department: Residential Ops & Services

Salary/Grade: NEX/9

Northwestern University's Residential Services focuses on the needs of residents and fosters conditions for them to experience meaningful engagement, develop a sense of social belonging, help educate about and support well-being, develop agency in the residential experience, and champion a welcoming community. Northwestern's Residential Services program serves nearly 4,300 undergraduates and nearly 650 graduate students in more than 27 residence halls, 10 residential colleges, and 3 graduate apartments. Visit our website for more information about the department's mission and operations: https://www.northwestern.edu/living

Job Summary:

A Desk Clerk performs clerical duties and is responsible for building security, access control, and equipment management. The role serves as a primary area desk contact for residents in the residential area, for administrative needs specific to managing sleeping room access, building access, and the temp card inventory to support lock-outs.

A Desk Clerk must be able to handle high and low levels of activity while providing excellent customer service to our internal and external partners. This includes answering the telephone on the HOME Phone Line, greeting residents who come into the building, answering questions, identifying and analyzing the residents' housing-related problems, and directing them appropriately. This position requires excellent organization and communication skills, and the ability to work independently as well as within the team.

Desk Clerks work primarily from the area desk (shared workspace); with alternative workspace assignments based on seasonal departmental needs. Desk Clerks conduct rounds of buildings and repair and replace electronic locks.

Pay: The pay range for this Desk Clerk position is $21.00 to $22.18 per hour, depending on experience, skills, and internal equity.

Principal Accountabilities:

Contacts 30%

• Perform clerical duties in accordance with Residential Services policy and expectations. This includes but is not limited to answering phone calls, checking email regularly throughout their shift, communicating information between shifts to their colleagues and supervisor, and processing resident room changes.
• Provide exceptional customer service to residents, staff, and visitors.
• Engage residents, staff and visitors as they utilize the amenities of the residence hall, including services of the area desk. Thoughtfully provide information about campus, and residence hall policies and procedures.
• Participate in opening and closing procedures. Answer basic room availability and contract questions as directed by the Residential Services (room and board assignments processes).
• Serves as the primary contact for IT related items, as directed.
• Report facility concerns through the University and department work order system; Refer residents to place service requests and be a resource for troubleshooting problems in the facility; Serves as liaison between the residents and the maintenance staff.
• Knowledgeable in emergency protocols and evacuation systems, such as fire alarm procedures, keep alert to unusual circumstances and situations; take appropriate action and efficiently report critical issues to their supervisor and Facilities

Documents and Databases 40%

• Encode and invalidate student IDs and temporary access cards for building and room access.
• Ensures careful management of temp room cards; performs a monthly access card audit.
• Check out and follow up for return of borrowed equipment by accurately maintaining appropriate forms and records.
• Prepares and types emails, labels, routine correspondence, etc.
• Post, and at times create signage throughout the building regarding renovations, repair work, and upcoming events.
• Enters information into spreadsheets and databases.
• Run standard access reports and residential rosters.
• Processes student lockout and temporary card replacement charges in line with department lockout policy.

Coordination 25%

• Maintains inventory and orders supplies

Miscellaneous 5%

• Performs other related duties as assigned. Works on various projects as directed by the Desk & Access Manager.

Minimum Qualifications:

• A high school diploma or equivalent required.
• 1 year of administrative support or other relevant experience required.

Minimum Competencies:

• Excellent customer service skills; welcoming and courteous
• Basic knowledge of word processing, spreadsheet, email, and database software programs is required.
• Effective oral and written communication.
• Work with some independence, multitask, and work with frequent interruptions.
• Identify priorities in order to recognize and resolve or refer problems
• Ability to work in shared workspace in an office environment.

Preferred Qualifications:

• Some college or the equivalent combination of education, training and experience from which comparable skills may be acquired.

Working Conditions:

• Ability to climb up to 5 flights of stairs at one time and kneel
• Ability to carry items weighing up to 15lb.

Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html tolearn more.

Work-Life and Wellness: Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth and Development: Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.

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