Job Description

Posting Number

Posting Number

SS0623


Position Information

Division

VP, Students & Community Engagement

Department

Student Housing

Supervisor Title

Manager, Student Housing

Location

Comox Valley(CV)

Posting Type

Internal/External Posting

Position Status

Regular

If Others, please specify

Desired Start Date

08/04/2025

Position End Date (if temporary)

Weekly work schedule (please indicate the start and end times for each day of work)

Monday to Friday 0730-1530

%

100%

Pay Grade

H: (Interim) $30.44 - $32.30

Position Summary

The Front Desk Representative provides a welcoming, professional, and student-centered presence in NIC Student Housing. This role delivers high-quality customer service to students, families, faculty, staff, and guests by responding to inquiries, sharing accurate information, and assisting with daily operations. Reporting to the Manager, Housing & Student Life, the FDR supports the delivery of student housing services by following established procedures and providing consistent, respectful service. This position supports a positive housing experience and contributes to a safe, inclusive, and responsive community aligned with the ACUHO-I Standards & Ethical Principles. The incumbent will be expected to support stressful situations that require clear thinking and positive actions for resolution. The ability to respond and address complex issues using professional judgment is essential.

Position Competencies

Job Knowledge Judgment Teamwork Planning & Organization Customer Service Excellence Communication & Interpersonal Skills

Duties & Responsibilities

Summary of Key Responsibilities

(job functions include but are not limited to):

Customer Service & Front Desk Support

Serve as the first point of contact for members of the housing community and visitors, providing accurate and friendly service in person, by phone, and by email. Respond to routine inquiries and provide clear, consistent information about housing procedures, policies, and services. Refer questions about housing agreements or complex matters to the appropriate team member. Support move-in and move-out processes by distributing information and assisting with logistical needs.

Operational & Administrative Support

Maintain the front desk area, monitor logbook entries, and process customer transactions and forms as needed. Submit service desk tickets and follow up with relevant departments to ensure timely issue resolution. Track and escalate facilities, safety, and maintenance concerns using established channels.

Collaboration & Campus Engagement

Liaise with Parking Services, Umo Pass, Events, and other NIC departments to assist students with service-related questions. Support student engagement efforts during campus events and housing activities.

Emergency & Incident Response

Understand and follow documented emergency and crisis procedures. Initiate the Student Life Emergency Response System as needed and notify appropriate personnel. Maintain confidentiality and composure in urgent or sensitive situations.

Professional Practice

Uphold ACUHO-I ethical principles, including integrity, respect, inclusion, and accountability. Apply student-centered approaches and cultural humility in all interactions. Participate in training and professional development as directed.

Required Education & Experience

1. A minimum of two years of post-secondary education, preferably with a focus on business or office administration courses or an equivalent combination of education, training and work experience.
2. A minimum of two years of experience in a front-line customer service-oriented office environment, preferably in the post-secondary education sector.
3. Familiarity with post-secondary housing or student services is an asset..

Required Knowledge Skills & Abilities

Strong organizational skills and the ability to share knowledge and workflow with a team. Excellent written and verbal communication skills are a necessity. The ability to work in an open, busy area and deal with frequent interruptions in a mature, cooperative, and professional manner is critical. A strong team player with dynamic communication and observational skills with the ability to conduct themselves in a professional and mature manner. The ability to learn and master a variety of software applications and apply systems thinking to improve operations will be expected. The ability to adapt to changing business needs, conditions and work responsibilities. Physically able to complete tasks that include long periods of standing and prolonged computer use. This role also involves a lot of walking between offices to collect items and to communicate with others. Outstanding customer service skills and commitment to student success and creating a positive experience for members of the housing community. for members of the housing community. Must have a capacity for self-development and professional growth. Good organizational, time management, and prioritizing skills. Ability to establish rapport and trust with students. Strong interpersonal skills, excellent oral and written communication skills and capacity to relate positively with members of the community. High level of cultural humility and demonstrable intercultural experience. Experience working effectively with marginalized populations, including first generation college students. Able to lift 20 kg. Current Criminal Record Check which includes successful completion of a vulnerable sector check. Must respect and actively promote health and safety policies. Able to work flexible hours with some long workdays and weekend work as required. Current Occupational First Aid Level II certification (or higher) is a prerequisite or must be obtained within the probationary period. Retraining and testing is required as necessary to maintain the certification. The OFA requirement is designated for Student Housing. WHMIS training is required or must be obtained within the probationary period.

Special Instructions to Applicant

Please scan copies of your transcripts into one document for attachment. If your transcripts are not available at the time of application, please attach a letter or certificate of confirmation from the educational institution.


Posting Detail Information

Posting Open Date

05/26/2025

Posting Close Date

Open Until Filled

Yes