Assistant Director of Communications and Customer Relations

Assistant Director of Communications and Customer Relations
9729BR
Finance & Administration
Aux-Housing

Job Summary
RIT Housing, a department within Auxiliary Services, serves over 7,000 residents across 16 residential facilities and welcomes more than 10,000 visitors annually. Our mission is to provide the best living environment for students-one that supports academic success, fosters friendships, inspires creativity, and encourages engagement in a safe and inclusive residential atmosphere.
In support of this mission, this role provides leadership and supervision for approximately 25 student ambassadors who serve as the front-line representatives of RIT Housing. These student staff members support front desk operations, lead housing tours, and assist with events. The position is responsible for hiring, training, and setting service expectations to ensure a welcoming, informed, and customer-focused experience for all who interact with RIT Housing.
In addition to staff supervision, this role manages RIT Housing's key communication and engagement channels-including the myLife portal, social media platforms, website, hard-copy, and other digital and in-person touchpoints. The goal is to enhance engagement, inform and educate stakeholders, and promote the value of the RIT Housing experience. The position collaborates closely with the university's marketing division to ensure alignment with institutional messaging and branding.
This role also supports the RIT Service Center (RSC) by resolving escalated inquiries and providing guidance to agents via Slack and email. It leads the planning and execution of all RIT Housing events, including semester move-in/move-out, Admission open houses, pop-up events, housing fairs, and academic presentations.
This position reports to the Associate Director.

Please note: This position requires some weekend and evening work throughout the year.


Job Responsibilities:
Major Responsibilities:

• Hire, train, supervise, and evaluate 25 student ambassadors for the following tasks:
  • front desk coverage, daily in-person and virtual housing tours, tours associated with Admission open houses and Brick City, to participate in Admissions' accepted student webinars, semester move-ins, move-outs, and assist in managing tickets in Service Now.Develop strategies and training that foster an environment of innovation and continuous improvement to provide outstanding customer experience to all who interact with our front office.
  • Assists the Associate Director with RIT Conference Housing.
• Collaborate with F & A Marketing to develop, write, review, and approve content and design of over 200 RIT Housing printed, electronic publications, and social media content.
  • Develop and deliver a communication journey for incoming freshmen, transfer, and graduate students related to RIT Housing. A portion of the journey communications is exclusive to RIT Housing and other parts are integrated into the larger RIT communication journey for these groups.
  • Write and update StarRez and the myLife portal with required content, auto emails, and mass texting communications for each RIT Housing process and general content.In collaboration with campus partners, create emergency management communication for occurrences within the residence halls, such as elevator outages and laundry room issues.
  • Manage RIT Housing's website; continuously creating and updating content that supports our communication journeys, business processes, and markets RIT Housing to prospective students.
  • Collaborate with RIT Housing staff to understand processes and create necessary content.
  • Consistently assess campaign outcomes: website engagement, reviews, likes, shares, growth of followers, and highest return on investment.
  • Create events/contests that focus on growth of our social media accounts by both students and families.
• Assists RIT Housing's management of RSC level two tickets by answering tickets and assistants RSC agents via Slack.
  • Creates and updates Knowledge Based Articles for the RSC, which are public facing and used for self-help, and referred to by RSC agents and staff during customer interactions.
  • Oversite of RSC Housing Dashboards - used for running RSC reporting analytics.
  • Oversite of student ambassadors' work with RSC level two tickets.
• Manage administrative functions related to payroll, HR, and on-boarding new student staff.
• Other duties as assigned.

Required Qualifications:
Education/Expereince:

• Bachelor's degree in business, communications, or other applicable major
• 4+ years' experience
• Proven customer-centric focus; ability to influence culture, drive change.
• High level of experience in leading, building, training, and supervising a large team.
• Website management: demonstrated ability to maintain and update websites, ensuring accurate and relevant content.
• Proficiency in social media and website reporting. Skilled in analyzing and reporting on social media performance and website metrics.
• Familiarity with platforms such as Instagram, Facebook, Twitter, and Tik Tok.
• Exceptional proofreading skills: meticulous and thorough in reviewing content for accuracy, grammar, and consistency.
• Excellent proficiency in language skills, grammar, and editing.

Skills:

• Proven experience with process improvement
• Proven experience using technology and common software - MS Office Suite
• Proven experience using website editing software such as Drupal preferred
• Outstanding interpersonal and communication skills, speaking/presenting to small and large audiences, verbal and written
• Strong collaboration skills
• Strong analytical and problem-solving skills
• Detail oriented with ability to effectively handle multiple and changing priorities
• Skilled in sign language or willingness to learn

Preferred Qualifications:

Department/College Description
RIT Housing/Auxiliary Services/Finance & Administration

Minimum Qualifications
Education/Expereince:

• Bachelor's degree in business, communications, or other applicable major
• 4+ years' experience
• Proven customer-centric focus; ability to influence culture, drive change.
• High level of experience in leading, building, training, and supervising a large team.
• Website management: demonstrated ability to maintain and update websites, ensuring accurate and relevant content.
• Proficiency in social media and website reporting. Skilled in analyzing and reporting on social media performance and website metrics.
• Familiarity with platforms such as Instagram, Facebook, Twitter, and Tik Tok.
• Exceptional proofreading skills: meticulous and thorough in reviewing content for accuracy, grammar, and consistency.
• Excellent proficiency in language skills, grammar, and editing.

Skills:

• Proven experience with process improvement
• Proven experience using technology and common software - MS Office Suite
• Proven experience using website editing software such as Drupal preferred
• Outstanding interpersonal and communication skills, speaking/presenting to small and large audiences, verbal and written
• Strong collaboration skills
• Strong analytical and problem-solving skills
• Detail oriented with ability to effectively handle multiple and changing priorities
• Skilled in sign language or willingness to learn

Professional Area:
Employment Category: Fulltime
Staff Job Function: Wage Band: $18 - $30
Hourly/Salary Minimum: $18
Hourly/Salary Maximum: $30

How to Apply
In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.

The direct link to this posting can be found here: https://sjobs.brassring.com/

Additional Details

Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the "Great Colleges to Work For." RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.

As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness

RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov

Hourly/Salary Minimum: 18
Hourly/Salary Maximum:30

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