Job Summary/Basic Functions

The Community Desk Manager (CDM) is a student manager position in the Office of Housing and Residence Life. CDMs oversee the operation of the community desk in the residence halls and ensure high-quality customer service to our students, families, and guests; supervise community receptionists; and, assist in creating inclusive communities within the residence halls.

The Community Desk Manager supervises the community desk including scheduling and evaluating the desk staff collaboratively with the residence hall coordinator. The CDM will also assist in hiring and training of the desk staff. The CDM ensures the community desk is an effective resource for students and guests to gain information about campus and community resources. The CDM position is supervised by the Residence Hall Coordinator.

Provide supervision, training, and mentorship to community receptionists
Foster a positive work environment that promotes teamwork
Serve as a resource for staff, providing guidance on policy interpretation, conflict resolution, and customer service best practices.
Oversee the day-to-day operation of the community desk, ensuring coverage during scheduled hours.
Monitor desk activity and address any issues or concerns in a timely and effective manner.
Build relationships with residents and promote a sense of community within the residence hall.
Address resident inquiries, concerns, and feedback in a professional and empathetic manner.
Collaborate with other Residence Life staff to identify and address resident needs and concerns.
Maintain accurate records of desk transactions, incident reports, and key inventory.
Assist with the development and implementation of desk policies, procedures, and protocols.
Assist with the recruitment, selection, and training of new desk staff members.

Minimum Qualifications

• Must be a former Housing & Residence Life employee (Resident Advisor or Community Receptionist)
• Must be available to work at least 10 hours per week during operational hours. This includes 6 Office Hours and 4 Desk Hours.
• Must be enrolled as a full-time student at EKU.
• Must have a GPA of at least 2.5.
• Cannot currently be on Residence Life Employment Probation, Residence Life or University Student Conduct Probation or Academic Probation.
  - Customer Service/Leadership experience, Organization Skills, Attention to detail

Job Duties:

• Participate in Housing and Residence Life required trainings, ongoing developments, and meetings. - (Essential)
• Address performance concerns and issues in a timely manner and maintain appropriate documentation. - (Essential)
• Ensure completion and maintenance of all employment paperwork including evaluations, disciplinary documentation, and training information with appropriate staff - (Essential)
• Create and manage weekly front desk schedule via WhenToWork software. - (Essential)
• Maintain communication with staff and supervisors through emails, phone calls, and posted information. - (Essential)
• Ensure high quality customer service including answering questions, resolving complaints and issues, and referring students and guests to appropriate staff and resources. - (Essential)
• Respond to and report appropriately hall emergencies and provide support and follow-up to staff as needed. - (Essential)
• Complete administrative duties in a thorough and timely manner. - (Essential)
• Keep supervisor informed of and assist with community, resident, and facility issues. - (Essential)
• Conduct and maintain regular inventory of desk supplies and equipment for check-out. - (Essential)
• Complete regular key audits. - (Essential)
• Complete other duties as assigned by residence life staff. - (Essential)
• Create a positive team-oriented working environment for all desk staff. - (Essential)