Customer Engagement Manager - University Housing

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 provides strategic, data-driven guidance for the organization’s long term planning efforts including occupancy management, marketing strategy, the residential experience, employee culture & climate efforts, 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. Collaborates with a wide range of employees and students, engaging with individuals from varied backgrounds and experiences. All University Housing staff will engage and contribute to a culture of diversity, equity, and inclusion within University Housing.

Duties and Responsibilities

Resident and Customer Experience Management

• Lead service interaction, triage, and resolution at all levels of customer inquiry. Manage and provide responses to customer interactions on multiple platforms including in-person, on the phone, via email, at events, etc.
• Actively resolve problems, customer complaints, and ensure students, families, and community members receive support through an overall positive experience.
• 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 evaluation on all aspects of service. Define metrics for performance goals related to successful customer engagement.
• Develop opportunities for customer feedback using multiple methods.
• Facilitate prospective student and family outreach efforts including large presentations and all aspects of the Housing Tour program.
• Develop and administer the Housing Ambassador Program.
• Represent University Housing and HI&M, including PCH, 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 to support the successful transition of new students on campus.
• Develop and coordinate communication with residents, update correspondence, publications, policies and procedures, and website content in conjunction with unit marketing staff.

Leadership and Supervision

• Lead thorough customer service delivery for the Housing Information Office.
• Manage process of responding to customer inquiries related to the details of contracts and billing for the department, legally required accommodations 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. Create a consistent hiring, training and evaluation cycle for student office assistant and housing student ambassador positions to support the successful fulfillment of their job responsibilities.
• Maintain effective reference materials to guide staff in assisting students, parents, guardians, and community members.
• Maintain communication with Assistant Director of Operations & Contracts for HI&M about 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 utilizing multiple sources. Partner with assessment coordinator to build regular reports on the customer experience including recommendations for growth and improvement.
• Foster positive interpersonal interactions amongst 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, define unit goals and identify performance metrics.
• Serve on various University Housing and Student Affairs committees.

Minimum Qualifications

• Bachelor’s degree in business administration, management, or a field related to the position.
• 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 (12 months) 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 effectively explain complex information, de-escalate conflict, and respond to colleagues or others seeking direction or guidance.
• Strong interpersonal skills with an ability to work collaboratively as a member of a team.
• Excellent problem-solving skills to address difficult complex issues.
• Advanced technology skills using various types of 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 process through 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. Interact with customers and staff regularly via email, phone, and in person contact. Extensive use of computer and telephone. Some travel for professional development and on campus outreach will be necessary. Requires inconsistent work schedule that may vary from day-to-day and week-to-week. Some evening and weekend hours are 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. The pay offered to the selected candidate will be determined based on factors including (but not limited to) the experience and qualifications of the selected candidate including equivalent years in rank, training, and field or discipline; internal equity; and external market pay for comparable jobs.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on January 5, 2026. Apply for this position using the Apply Now button at the top or bottom of this posting. When submitting your application, please include a cover letter, resume, and the names, phone numbers and email addresses of three (3) professional references. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact careers@housing.illinois.edu. For questions regarding the application process, please contact 217-333-2137.

This position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University’s Workplace Flexibility policy. For more information regarding employment at University Housing, please visit our recruitment website at University Housing Recruitment.

For more information on Civil Service classifications, please visit the SUCSS web site at Class Specifications.

Sponsorship for work authorization is not available for this position.

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

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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. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

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Requisition ID: 1034002
Job Category: Professional and Administrative
Apply at: https://jobs.illinois.edu