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We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

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Job Summary

The Office of Queen’s Community Housing, through the administration of university-owned leased properties and the development of relationships within the community, is a critical part of the effort to provide a positive housing experience for the students of the university. Queen’s Community Housing is responsible for all aspects of the University’s leased housing (491 units with over 1000 tenants/occupants). Additionally, the department provides an Accommodation Listing Service for student tenants and administers a Special Landlord Contract Program (974 units) aimed at helping promote adherence with municipal property standards.

Reporting to the Manager (Community Housing), the incumbent will work as one of three customer service representatives in a busy office environment for Community Housing. This position provides front-line customer service, reception and/or clerical support for the department and provides clients (students and landlords) with process and policy advice related to Community Housing’s rental properties, Accommodation Listing Service and the Landlord Contract Program. The incumbent may provide administrative support to several individuals simultaneously.

Note: Must be available for Peak Turnover periods (April 30, May 1, August 31, September 1)

Job Description

KEY RESPONSIBILITIES:

Provide a positive first impression of the office by greeting visitors in person, by phone, and email in a professional and welcoming manner.

Manage the department’s general email accounts (office and maintenance) by screening, forwarding and responding to a multitude of emails per day. Sort and distribute office mail. Despite the constant interruptions encountered in this front-line position, the incumbent is expected to cope with a heavy workload.

Allocate available rental units to interested students. This includes verifying eligibility of the applicant(s); processing applications; preparing, sending and following up on lease documents; and answering lease related questions.

Provide process advice and application assistance to students related to sub-tenancies, assignments, and signing a new lease. Perform the sub-tenancy, assignment, and new lease interview.

Receive, review and process Landlord Contract Applications. This includes verifying eligibility, required payments, preparing, sending and follow-up on contracts and answering Landlord Contract Program related questions.

Provide front-line customer service; communicate with students, staff, faculty and general public. This contact may be in person, over the phone, or through email or the mail. Perform receptionist duties which may include answering the phone and greeting walk-in visitors, taking messages, responding to the department email accounts and/or directing to appropriate staff, and scheduling appointments and meetings.

Perform word processing and typing tasks. This typically consists of completing or initiating routine correspondence, notes, memos, minutes, editing forms, etc. Verify accuracy and correct errors.

Perform clerical duties such as sorting and distributing incoming mail, preparing outgoing mail, photocopying/faxing, receiving courier deliveries, distributing and retrieving information, booking rooms, maintaining inventory, updating and maintaining file system, placing orders and preparing lists.

Billing for routine charges (lock-outs, lock changes, after hour call-ins, plugged toilets, etc.)

Process information received from other staff including coding, entry, recording, verifying and relaying in an accurate and timely manner. This generally involves data input into a computer system and ongoing maintenance of that data.

Maintain customer and advertisement database of the listing service - produce reports of advertisements.

Receive rental payments and associated fees, listing service fees, landlord contract fees, produce receipts, provide change if applicable.

When Financial Administrative Assistant is absent, balance float, cash drawer daily (cash/cheque/POS received) to daily receipts and prepare end of shift deposit.

Assist with showing of rental units during peak turnover periods.

Issue and track keys provided to authorized individuals and reconcile key returns.

Maintain filing and records for units/tenants/ landlord contracts/accommodation listing service.

Respect diversity and promote equity and inclusion in the workplace.

Provide backfill coverage for Senior Clerk.

Undertake other duties as assigned in support of the unit or department.

REQUIRED QUALIFICATIONS:

A one-year post-secondary program certificate or diploma in office/business administration or a minimum of more than 6 months and up to and including one year experience in an office or customer service environment. Previous employment in a University/College environment is an asset.

Previous experience with cashier duties.

Demonstrated proficiency with computers and various software packages.

Knowledge of University structure and services.

Knowledge of Residential Tenancies Act would be an asset.

Knowledge of Yardi Tenant Management software or relational databases is an asset.

Consideration may be given to an equivalent combination of education and experience.

Satisfactory Criminal Records Check and Vulnerable Sector Screening required.

SPECIAL SKILLS:

Interpersonal and communication skills (both verbal and written) to perform reception duties and deal with a wide variety of individuals from within the university and the general public.

Ability to learn new software packages.

Service-oriented perspective.

Attention to detail and accuracy, organizational and time-management skills, and ability to maintain focus despite frequent interruptions.

Ability to organize and prioritize work.

Ability to work under pressure and with minimal supervision.

Flexibility to adapt to new and different situations.

Discretion in dealing with confidential matters.

Excellent typing skills (fast & accurate).

DECISION MAKING:

Respond to general inquiries, and provide reasonable answers, or a means to find an answer if necessary. Redirect to more senior staff or other individual as required.

Determine eligibility of rental applicants.

Determine eligibility of Landlord Contract Program applicants.

Determining priorities within time constraints.

Employment Equity and Accessibility Statement