Senior Associate, Faculty House

• Job Type: Officer of Administration

• Regular/Temporary: Regular

• Hours Per Week: 35

• Salary Range: $75,000 - $85,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

Columbia Residential manages a portfolio of 149 graduate and faculty residential buildings around the Morningside Heights campus as well as in Manhattan Valley and Riverdale, Bronx. The department is responsible for routine operations and maintenance of over 5,700 University-owned or managed units which are used to house eligible students, fellows, and faculty and certain eligible officers of research, libraries, and administration. Through the Off-Campus Housing Assistance (OCHA) office, Residential also supports Columbia affiliates in their search for rental housing in non-Columbia-owned buildings by providing advice, resources, and an online database of available housing.

Responsibilities

• Under general supervision of the Assistant Director, the Senior Associate, Faculty Housing serves as a primary point of contact and will be responsible for ensuring a high quality of customer service within Residential operations, providing service to all non-students and members of the University's neighborhood community. Responsibilities include, but are not limited to:

• Customer Service: Provide outstanding customer service through LiveChat, centralized email, and phone support for all non-student housing inquiries. The Associate will identify, research and resolve client issues by assessing client needs and, when appropriate, referring clients to resources and/or key personnel within Columbia Residential and the University. Other responsibilities include dissemination, collection and analysis of customer satisfaction surveys, day-to-day front office administration, data input and production of reports relating to housing supply and assignments.

• Policy and Compliance: Spearhead policy reminders, violation tracking, couples and family compliance, and support the team with non-student leasing policy development.

• Viewing Coordination: Conduct apartment viewings for potential tenants, providing comprehensive information and answering any queries. The Associate will meet with residents in order to assist in resolving issues and problems.

• Apartment Preparation Oversight: Assist and supervise the apartment preparation process alongside Residence Construction, ensuring apartments are ready for occupancy. Assist the Director of Faculty Housing with managing custom work requests for vacant apartment assignments to meet specific tenant needs.

• Guest Housing Coordination: Manage the Butler Guest Housing inventory, reservations, guest communications, billing, and improvement projects.

• Utilities and Communications: Responsible for managing the ConEdison process for non-student clients to include assisting clients with opening new accounts, assisting building staff with shut-off inquiries, coordinating with our internal partners on the Leave on for Landlord Program and Summary Account. The manager will develop processes and procedures to improve client experience, communication with internal partners and Con Edison representative and oversee the Leave on for Landlord Program. The manager will provide recommendation to develop means and methods to include automation of the process.

• The Senior Associate will be responsible for other special projects and responsibilities as assigned. The Associate will provide assistance to the faculty team on department initiatives, business process improvements and other special projects as needed

Minimum Qualifications

• Bachelor's degree in Business Administration, Real Estate, Hospitality, or a related field, and 3 years related experience required.

• Strong organizational and project management skills, with the ability to manage multiple tasks and deadlines effectively.

• Excellent communication and interpersonal skills, with a focus on customer service.

• Proficiency in Microsoft Office Suite, especially Excel for managing spreadsheets and databases.

• Ability to work independently as well as part of a team in a fast-paced environment.

• Familiarity with housing software systems and utilities management preferred.

Preferred Qualifications

• At least 3 years of experience in customer service, property management, real estate, or a similar role, preferably in an academic setting.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.