Housing Representative - Family & Graduate Housing, University Housing

University Housing - Family & Graduate Housing

University Housing provides an essential element of the Illinois experience, with hundreds of employees across seven units working together to build and maintain safe, healthy and welcoming homes for our residents. We value the many diverse voices, opinions, experiences and identities of the Illinois community, and our commitment to diversity, equity and inclusion is woven into each of our interactions, programs and decisions.

The Family & Graduate Housing team manages the housing units and leasing process for the students, visiting scholars, and families living in our apartment complexes and graduate-upper division residence halls. We offer a wide range of programming and support for all of our students and families. This includes providing services for our international community, operating an after-school program, hosting events for all residents and much more.

Job Summary

Interacts with University Housing residents and applicants; implementation of housing procedures and policies; and contribute to daily operations of three apartment complexes. Includes regular communication by email, phone and in person. All University Housing staff will foster a respectful, inclusive, and collaborative work environment within University Housing.

Duties & Responsibilities

Customer Service and Resident Relations

• Provide customer service and discuss housing options with applicants and current residents.
• Communicate with operations and maintenance staff to coordinate with residents regarding work in their apartment.
• Serves as a primary point of contact for residents by clearly communicating application procedures, status updates, required documentation, proof of affiliation processes, and lease-related options.
• Maintain up to date knowledge of leasing policies through ongoing coordination with the leasing team to ensure accurate and consistent communication with residents and applicants.
• Maintain excellent public relations with students, dependents of leaseholders, parents, and university employees.
• Assist with the coordination workshops, and open houses including reservations, registration and staffing the table.
• Report on customer feedback, identifying problems, implementing solutions and providing suggestions to supervisor.
• Participate in staff meetings, training and development activities.

Communication Responsibilities

• Daily communication with residents by email, phone, and in office interactions.
• Respond to inquiries; and clarifying departmental policies and procedures.
• Conduct check-in process with new residents and groups as needed.
• Respond to complex inquiries from campus clients to provide or clarify information on University Housing services, programs, policies or procedures.
• Compile data for reports such as occupancy rates and complete simple research projects, including annual market comparison research.
• Utilize effective writing skills to communicate, including mastery of grammar, spelling, and punctuation for clear written communication.
• Review website and application content for clarity and accuracy of information.

Administrative Responsibilities

• Perform the billing process, and process account adjustments (damage charges, new keys, refunds, etc.) on resident accounts.
• Maintain, review, and prepare all check-in materials. Perform onsite visits to apartment units to evaluate, verify, and record the condition of each unit.
• Maintain and enter resident and application data into electronic records.
• Utilize campus computer system to verify information for affiliation and university accounts.
• Recommend changes in housing operations, policies and procedures.
• Effective execution of administrative procedures within leasing software.
• Conduct onsite review of apartment units to determine condition and move in readiness.
• Train student workers and other housing staff employees to assist with check-in and office coverage. Assist in the development of training materials, as needed.
• Performs other duties as assigned.

Minimum Qualifications

1. High School Diploma, GED, or equivalent.
2. Any combination totaling two years from the following categories:
   1. Housing, residential life, hospitality, business, or closely related work experiences.
   2. College course work in Higher Education Administration, Student Personnel Administration, Hospitality Sciences, Business Sciences, Social or Behavioral Sciences, or related disciplines, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals six (6) months
      • 60 semester hours or Associate's Degree equals one (1) year
      • 90 semester hours equals two (2) years
      • 120 semester hours or Bachelor's Degree equals three (3) years
      • Master's Degree or higher equals four (4) years

Preferred Qualifications

Experience in customer service and property management.

Knowledge, Skills and Abilities

• Managerial abilities with excellent customer service skills, with the ability to respond to multiple requests in a fast paced changing, complex environment.
• Ability to coordinate and complete several activities simultaneously including the ability to work independently within specified time constraints while demonstrating sound judgment and decision-making skills.
• Ability to communicate effectively with students, parents, university employees, and the general public: possessing excellent communication skills.
• Ability to work with, counsel, and advise students, staff and the public including strong interpersonal skills.
• Problem solving and conflict resolution skills with demonstrated abilities to work with difficult customers.
• Ability to compile routine statistical data and complete simple research projects.
• Computer skills with proficiency in a Windows environment with daily use of Microsoft Office and related products.
• Ability to write simple reports, routine procedures, and standard business correspondence.

Appointment Information

This is a 100% full-time Civil Service 0044 - Housing Representative position, appointed on a 12-month basis. The expected start date is as soon as possible after the close of the search. This is a bargained position and as such, the salary is driven by the collective bargaining agreement. The wage for this position is $24.090 per hour (46,975.50 annual).

Shift: Monday – Friday, 8:30am - 5:00pm. Some evening and weekends are required during periods of increased operational demand.

Sponsorship for work authorization is not available for this position.

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 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 May 8, 2026. Apply for this position using the Apply Now button at the top or bottom of this posting. 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.

Candidate Documents

When submitting your application, please submit a cover letter, resume and names/contact information for three professional references.

For further information about this specific position, please contact Ashley Carper at acarper@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

For more information regarding employment at University Housing, please visit our recruitment website at University Housing Recruitment.

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

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 accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or accessibility@illinois.edu.

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Requisition ID: 1035810
Job Category: Education & Student Services
Apply at: https://jobs.illinois.edu