Housing Occupancy Management Coordinator
Overview
Housing and Real Estate Services (HRES) is seeking to fill the role of the Housing Occupancy Management Coordinator who will be a member of the team that develops, implements, evaluates, and maintains systems and processes for undergraduate and graduate students. This team is responsible for assignment processes, including billing, annual graduate and undergraduate room selection, access coordination for students and alumni/ae, intra- and inter-departmental operations coordination, and data analytics efforts. This team will provide customer service directly through the HRES organization in coordination with The Service Point (an integrated service center).
Princeton University currently has enrolled approximately 7,900 students (5,300 undergraduates and 2,600 graduate students) and employs approximately 6,100 benefits-eligible employees. As a research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching. Interdisciplinary work is vital to Princeton and is reflected in a full spectrum of academic programs.
Departments that comprise University Services provide an integrated set of services to students, faculty, and staff. In addition to HRES, the division includes Campus Dining; Campus Support Services; Conference and Event Services; Print, Mail & Trademark Licensing Services; the Service Point; Transportation and Parking Services; and University Services Administration.
Reporting to the Associate Director for Occupancy Management in HRES, the Housing Occupancy Management Coordinator is responsible for administering and coordinating housing space assignment, billing, and record systems for approximately 5,200 undergraduate students and 1,800 graduate students during the academic year, managing projects on an ongoing and ad-hoc basis. The team also assists as necessary with the approximately 250 University-owned and managed faculty/staff rental units. The Coordinator must be able to work independently, accurately, and with discretion in a fast-paced University office. The Coordinator will provide combined support to enhance the online and in-person experience for our customers, assist with resolution of issues quickly and effectively, and will also participate in initiatives to support cross-functional customer service initiatives within the University Services organization. The successful candidate must have strong multi-tasking experience with excellent communication skills, both written and oral. Additionally, the Coordinator must be highly organized, detail-oriented, have a positive attitude, pleasant demeanor, and serve as a welcoming agent in the HRES office for the student housing area.
The scale of housing operations at Princeton is unique and diverse. The department’s business processes have largely been digitized. These processes include work in the keyless lock entry system for all dormitories and annexes, the StarRez housing management system, and the Service Now case management system for undergraduate and graduate housing inquiries. The Coordinator will play an integral role in the department’s efforts to ensure that its business processes and functions continue to align with the goals of the student life program. In order to achieve success, the Coordinator must be fully capable of using these and any additional technology systems that support the Occupancy Management team’s work. Additionally, the Coordinator will need to work easily and effectively with all members of the University community, students, parents, alumni, and campus partners.
A full job description will be furnished prior to interview. A cover letter is required for full consideration.
Responsibilities
Housing Occupancy Management, Systems, and Business Administration
• Issues electronic contracts for housing, for academic year, and summer housing programs. Populations served include undergraduate graduate, summer and non-degree students (i.e. Visiting Scholar Research Collaborator, visiting and exchange students) and can also include assisting with faculty/staff contracting/billing.• Assists with academic year and summer housing student housing application and room selection processes for both undergraduate and graduate student populations.• With careful consideration to accuracy and confidentiality, processes billing for contracts, fire safety inspection violations, damages during occupancy, and security deposit deductions for damages upon move out. Also assists with the consideration and processing of appeals in collaboration with the Operations team. • Prepares housing system requirements for undergraduate and graduate housing programs.• Partners with the third-party operator to provide a seamless resident service experience across move in, miscellaneous billing, transfer, and move out. In 2026, Lakeside and Meadows are overseen by a third-party operator. • In conjunction with the Operations team assists in planning of one-off and the larger-scale, summer Housing Turnover Process (HTP) across the undergraduate and graduate inventories which include dormitories and rental units. This HTP support work will include but is not limited to confirming turnover schedule, assistance with service request submissions, and alignment of turnover dates with graduate student and faculty/staff resident arrivals.• Serves as a contact for undergraduate and graduate dormitory keyless locks system and/or user issues and record keeping. This includes and is not limited to troubleshooting and correcting access issues, serving as a liaison to the Department of Public Safety on customer service issues and working with Site Protection and HRES staff to create, revise, and adjust policies and procedures for keyless locks system.• Works in conjunction with the Communications Specialist, the Engagement team, and the Service Point, for all undergraduate and graduate housing documents (Draw Guide, application materials, informational materials, etc.).
Online and In-Person Customer Service
• In coordination with the Engagement team and the Service Point, provides exceptional online and in-person service support for undergraduate and graduate customers, their families, and other inquiries from internal and external administrative offices.• Works within the ServiceNow system workflow to ensure timely response to housing inquiries.• In coordination with the Operations team provides support for the distribution of work notifications on planned outages and emergency shutdowns to the undergraduate, graduate and faculty/staff housing residents.• Works as part of a team ensuring the quality and consistency of customer interactions.• Supervises and trains casual and student employees.• Assists with follow-up and remediation of issues.• Advises and counsels Engagement and Housing Facilities staff in situational problem solving.• Together with the Engagement team, implements communications program for student housing, including providing timely information for web site content maintenance. • Serves as point of contact in the absence of Associate Director as directed.
Departmental Business Cycle Process and Program Administration
• Manages recurring and transitional portfolio of projects as assigned including coordination of the non-term time housing assignment and the accommodations housing processes.• Supports undergraduate and graduate residents and applicants as part of HRES team.• Coordinates and facilitates the process for distribution of manual keys when necessary and the collection of University-provided appliances/items not limited to microfridges for Community Living Assistants, wifi hotspots, temporary heating or air conditioning units.• Provides housing data to campus partners such as ODOC, ODUS, Facilities and the Department of Public Safety to support student-facing initiatives and University operations. • Assists with all stages of move-in and move-out planning. This includes assisting with relocation planning and administration for students during annual transitions from academic year to bridge housing, bridge housing to summer housing, summer housing to Early Arrivals and Early Arrivals to academic year and assistance with the planning and administration of winter break housing. • In coordination with the Engagement team, ensures clear and consistent communication within HRES, University Services, and partner offices such as Dean of the College, Dean of Undergraduate Students, Graduate School, and various academic departments.• Census liaison providing data as needed for monthly and yearly census inquiries.
Communication, Innovation, and Data Analysis Administration
• Works with vendor and internal technical departments to revise, improve, and address functionality of systems.• Works closely with Housing Information Technology Analyst and IT project teams to ensure accurate communication of processes, functional requirements, and service delivery to our constituents.• Initiates and assists with timely updates and maintenance of web site.• Provides reports and analyses from information management systems.• Queries and analyzes data, providing support to data analytics efforts when necessary.
Other Duties as Assigned
Qualifications
Essential Qualifications
• A High School diploma and 3-5 years of applicable experience in an office and customer service experience. • Successful experience delivering customer service online and in person.• In addition to a regular work schedule, availability to work a flexible schedule, when necessary, to be on site and to support major University housing events, including Move In and Move Out weekends. These events regularly occur on holiday weekends, including Memorial Day and Labor Day. Availability during non-business hours to respond to after-hours occupancy-related inquiries.• Excellent multi-tasking; must be able to effectively work on, organize, and complete many tasks simultaneously.• Excellent communication skills, both written and oral.• Keen attention to detail and accuracy specifically in the context of handling financial processes and confidential data.• Demonstrated capacity for exhibiting and conveying professionalism in a public-facing role. • Tact and diplomacy when dealing with difficult situations.• Demonstrated ability to work well under pressure.• Ability to balance project leadership and service support roles successfully.• Must be self-motivated and manage time well.• Strong technology experience and full functional use of Microsoft Office applications (Excel, Word, Power Point, Access, and Outlook).• Proficiency in and demonstrated quick learning ability for use of a housing system software package (StarRez). • Ability to create and structure reports; provide data analysis. • Strong problem-solving abilities.• Creativity, flexibility, and collaborative skills.
Preferred Qualifications
• A Bachelor’s degree.• Experience in an academic or university setting.• Proficiency in or demonstrated quick learning ability for use of a case management software package such as Service Now and computerized maintenance management system (Maximo/Planon).• Web content editing and management.
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Princeton University is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.
If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.
The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.