University of Illinois Urbana-Champaign
Customer Engagement Manager - University Housing
University of Illinois Urbana-Champaign, Urbana, Illinois, us, 61803
Customer Engagement Manager - University Housing
Join to apply for the
Customer Engagement Manager - University Housing
role at
University of Illinois Urbana-Champaign .
Housing Information and Marketing The Housing Information and Marketing team provides customer service, marketing, and assessment services to University Housing’s diverse audiences. HI&M also offers strategic, data‑driven guidance for the organization’s long‑term planning efforts, including occupancy management, marketing strategy, the residential experience, employee culture & climate, and more.
Job Summary Responsible for the overall customer engagement experience delivered by the Housing Information Office. Ensures exceptional service and manages complex systems and processes for prospective residents and customers. Collaborates across University Housing to solve problems and ensure excellent service delivery, engaging with employees and students from diverse backgrounds to foster a culture of diversity, equity, and inclusion.
Resident and Customer Experience Management
Lead service interaction, triage, and resolution at all levels of customer inquiry, managing responses on multiple platforms including in‑person, phone, email, and events.
Actively resolve problems and customer complaints, ensuring students, families, and community members receive positive support.
Utilize knowledge of University Housing and Student Affairs functional areas to effectively resolve student concerns or provide appropriate referrals.
Exercise discretion in addressing and resolving complex customer needs, including complaints and inquiries.
Approve policy and procedural exceptions using independent judgment and serve as appeal agent for decisions by office staff.
Collaborate with customer‑facing functions in other units or departments to ensure continuity of response and accuracy in information sharing.
Create and manage regular customer experience evaluations for all aspects of service, defining metrics for performance goals related to successful customer engagement.
Develop opportunities for customer feedback using multiple methods.
Facilitate prospective student and family outreach, including large presentations and all aspects of the Housing Tour program.
Develop and administer the Housing Ambassador Program.
Represent University Housing and HI&M in meetings or on committees and cultivate positive public relations with campus and community partners.
Establish and maintain partnerships with Housing colleagues and applicable campus units to administer operational tasks supporting the successful transition of new students on campus.
Coordinate communication with residents, updating correspondence, publications, policies, procedures, and website content in conjunction with unit marketing staff.
Leadership and Supervision
Lead thorough customer service delivery for the Housing Information Office.
Manage response processes for customer inquiries related to contract details, billing, accommodation for disabilities, dietary needs, and other assignment considerations with precision and accuracy.
Provide leadership and direction for University Housing customer engagement through training and escalation support of full‑time staff.
Supervise student staff in the Housing Information Office, creating a consistent hiring, training, and evaluation cycle for student office assistants and housing student ambassadors.
Maintain effective reference materials to guide staff in assisting students, parents, guardians, and community members.
Maintain communication with the Assistant Director of Operations & Contracts for HI&M regarding critical situations or resident issues.
Coordinate evaluation of customer experience strategies across University Housing.
Develop service reports to anticipate and recommend improvements in efficiency and effectiveness of service delivery.
Manage customer data and analytics using multiple sources, partnering with the assessment coordinator to build regular reports on the customer experience with recommendations for growth and improvement.
Foster positive interpersonal interactions among staff and maintain a positive work environment.
Engage in and implement University Housing’s diversity, equity, and inclusion initiatives.
Develop business practices and communication strategies to provide direction for efficiency and continuous improvement regarding customer engagement and proactive service delivery.
Incorporate university, divisional, and departmental strategic priorities, defining unit goals and identifying performance metrics.
Serve on various University Housing and Student Affairs committees.
Minimum Qualifications
Bachelor’s degree in business administration, management, or a related field.
Three (3) years of professional business, financial, and/or managerial work experience.
Demonstrated experience supervising staff.
Customer service experience.
(Note: A Master’s Degree in an area consistent with the duties of the position may be substituted for one (1) year of work experience.)
Preferred Qualifications
Master’s degree.
Five or more years of experience leading a customer service operation.
Strong public‑speaking experience.
Knowledge of business policies and procedures.
Understanding of housing within institutions of higher education.
Knowledge, Skills and Abilities
Effective communication skills, including public speaking and presentations.
Customer support skills, including the ability to explain complex information, de‑escalate conflict, and respond to colleagues or others seeking guidance.
Strong interpersonal skills with a collaborative approach as a member of a team.
Excellent problem‑solving skills to address challenging complex issues.
Advanced technology skills using various software applications and databases to increase efficiency.
Conflict resolution skills.
Ability to work independently and apply decision‑making skills with detailed attention to outcome and impact.
Ability to multi‑task in a busy and unpredictable environment with moderate noise level and frequent interruptions.
Ability to prioritize responsibilities to meet stringent deadlines and handle unexpected matters of urgency.
Ability to analyze, summarize, and simplify complex information to support changes in policies or procedures.
Ability to manage the successful implementation of complex processes with excellent attention to detail.
Ability to work with, appreciate, and supervise people from diverse backgrounds.
Ability to lead inclusive work environments, teams, and customer experiences.
Physical Demands Majority of job duties are performed in a Housing Information Office, interacting with customers and staff regularly via email, phone, and in person. Extensive use of computer and telephone. Some travel for professional development and on‑campus outreach may be necessary. The role requires an inconsistent work schedule that may vary day-to-day and week-to-week, with some evening and weekend hours necessary.
Appointment Information This is a 100% full‑time Civil Service 5010 - Business/Administrative Associate position, appointed on a 12‑month basis. The expected start date is as soon as possible after the close of the search. The budgeted salary range for this position is $62,000 to $65,000. Salary will be determined based on factors including experience and qualifications of the selected candidate, internal equity, and external market pay.
Application Procedures & Deadline Information Applications must be received by 6:00 pm (Central Time) on
January 5, 2026 . Please apply through
https://jobs.illinois.edu
and include a cover letter, resume, and the names, phone numbers, and email addresses of three (3) professional references. Applications not submitted through this site will not be considered. For further information about the position, contact careers@housing.illinois.edu or 217‑333‑2137.
Sponsorship for Work Authorization Sponsorship for work authorization is not available for this position.
Benefits The position is eligible for benefits, including Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid Time Off, and Tuition waivers for employees and dependents.
Equal Opportunity Employer Statement The University of Illinois System is an equal‑opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008). Requests may be submitted through the reasonable accommodations portal or by contacting the Accessibility & Accommodations Division at 217‑333‑0885 or emailing accessibility@illinois.edu.
Accessibility and Reasonable Accommodation Applicants may request reasonable accommodations for pregnancy, childbirth, and related conditions or religion. For more information on Civil Service classifications, visit the SUCSS website at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Requisition ID 1034002
Job Category Professional and Administrative
Apply at https://jobs.illinois.edu
#J-18808-Ljbffr
Customer Engagement Manager - University Housing
role at
University of Illinois Urbana-Champaign .
Housing Information and Marketing The Housing Information and Marketing team provides customer service, marketing, and assessment services to University Housing’s diverse audiences. HI&M also offers strategic, data‑driven guidance for the organization’s long‑term planning efforts, including occupancy management, marketing strategy, the residential experience, employee culture & climate, and more.
Job Summary Responsible for the overall customer engagement experience delivered by the Housing Information Office. Ensures exceptional service and manages complex systems and processes for prospective residents and customers. Collaborates across University Housing to solve problems and ensure excellent service delivery, engaging with employees and students from diverse backgrounds to foster a culture of diversity, equity, and inclusion.
Resident and Customer Experience Management
Lead service interaction, triage, and resolution at all levels of customer inquiry, managing responses on multiple platforms including in‑person, phone, email, and events.
Actively resolve problems and customer complaints, ensuring students, families, and community members receive positive support.
Utilize knowledge of University Housing and Student Affairs functional areas to effectively resolve student concerns or provide appropriate referrals.
Exercise discretion in addressing and resolving complex customer needs, including complaints and inquiries.
Approve policy and procedural exceptions using independent judgment and serve as appeal agent for decisions by office staff.
Collaborate with customer‑facing functions in other units or departments to ensure continuity of response and accuracy in information sharing.
Create and manage regular customer experience evaluations for all aspects of service, defining metrics for performance goals related to successful customer engagement.
Develop opportunities for customer feedback using multiple methods.
Facilitate prospective student and family outreach, including large presentations and all aspects of the Housing Tour program.
Develop and administer the Housing Ambassador Program.
Represent University Housing and HI&M in meetings or on committees and cultivate positive public relations with campus and community partners.
Establish and maintain partnerships with Housing colleagues and applicable campus units to administer operational tasks supporting the successful transition of new students on campus.
Coordinate communication with residents, updating correspondence, publications, policies, procedures, and website content in conjunction with unit marketing staff.
Leadership and Supervision
Lead thorough customer service delivery for the Housing Information Office.
Manage response processes for customer inquiries related to contract details, billing, accommodation for disabilities, dietary needs, and other assignment considerations with precision and accuracy.
Provide leadership and direction for University Housing customer engagement through training and escalation support of full‑time staff.
Supervise student staff in the Housing Information Office, creating a consistent hiring, training, and evaluation cycle for student office assistants and housing student ambassadors.
Maintain effective reference materials to guide staff in assisting students, parents, guardians, and community members.
Maintain communication with the Assistant Director of Operations & Contracts for HI&M regarding critical situations or resident issues.
Coordinate evaluation of customer experience strategies across University Housing.
Develop service reports to anticipate and recommend improvements in efficiency and effectiveness of service delivery.
Manage customer data and analytics using multiple sources, partnering with the assessment coordinator to build regular reports on the customer experience with recommendations for growth and improvement.
Foster positive interpersonal interactions among staff and maintain a positive work environment.
Engage in and implement University Housing’s diversity, equity, and inclusion initiatives.
Develop business practices and communication strategies to provide direction for efficiency and continuous improvement regarding customer engagement and proactive service delivery.
Incorporate university, divisional, and departmental strategic priorities, defining unit goals and identifying performance metrics.
Serve on various University Housing and Student Affairs committees.
Minimum Qualifications
Bachelor’s degree in business administration, management, or a related field.
Three (3) years of professional business, financial, and/or managerial work experience.
Demonstrated experience supervising staff.
Customer service experience.
(Note: A Master’s Degree in an area consistent with the duties of the position may be substituted for one (1) year of work experience.)
Preferred Qualifications
Master’s degree.
Five or more years of experience leading a customer service operation.
Strong public‑speaking experience.
Knowledge of business policies and procedures.
Understanding of housing within institutions of higher education.
Knowledge, Skills and Abilities
Effective communication skills, including public speaking and presentations.
Customer support skills, including the ability to explain complex information, de‑escalate conflict, and respond to colleagues or others seeking guidance.
Strong interpersonal skills with a collaborative approach as a member of a team.
Excellent problem‑solving skills to address challenging complex issues.
Advanced technology skills using various software applications and databases to increase efficiency.
Conflict resolution skills.
Ability to work independently and apply decision‑making skills with detailed attention to outcome and impact.
Ability to multi‑task in a busy and unpredictable environment with moderate noise level and frequent interruptions.
Ability to prioritize responsibilities to meet stringent deadlines and handle unexpected matters of urgency.
Ability to analyze, summarize, and simplify complex information to support changes in policies or procedures.
Ability to manage the successful implementation of complex processes with excellent attention to detail.
Ability to work with, appreciate, and supervise people from diverse backgrounds.
Ability to lead inclusive work environments, teams, and customer experiences.
Physical Demands Majority of job duties are performed in a Housing Information Office, interacting with customers and staff regularly via email, phone, and in person. Extensive use of computer and telephone. Some travel for professional development and on‑campus outreach may be necessary. The role requires an inconsistent work schedule that may vary day-to-day and week-to-week, with some evening and weekend hours necessary.
Appointment Information This is a 100% full‑time Civil Service 5010 - Business/Administrative Associate position, appointed on a 12‑month basis. The expected start date is as soon as possible after the close of the search. The budgeted salary range for this position is $62,000 to $65,000. Salary will be determined based on factors including experience and qualifications of the selected candidate, internal equity, and external market pay.
Application Procedures & Deadline Information Applications must be received by 6:00 pm (Central Time) on
January 5, 2026 . Please apply through
https://jobs.illinois.edu
and include a cover letter, resume, and the names, phone numbers, and email addresses of three (3) professional references. Applications not submitted through this site will not be considered. For further information about the position, contact careers@housing.illinois.edu or 217‑333‑2137.
Sponsorship for Work Authorization Sponsorship for work authorization is not available for this position.
Benefits The position is eligible for benefits, including Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid Time Off, and Tuition waivers for employees and dependents.
Equal Opportunity Employer Statement The University of Illinois System is an equal‑opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008). Requests may be submitted through the reasonable accommodations portal or by contacting the Accessibility & Accommodations Division at 217‑333‑0885 or emailing accessibility@illinois.edu.
Accessibility and Reasonable Accommodation Applicants may request reasonable accommodations for pregnancy, childbirth, and related conditions or religion. For more information on Civil Service classifications, visit the SUCSS website at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Requisition ID 1034002
Job Category Professional and Administrative
Apply at https://jobs.illinois.edu
#J-18808-Ljbffr