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Operations Specialist (14889)

Date: Jan 11, 2021

Location: Washington, DC, US, 20016

Company: American University


The Operations Specialist coordinates the daily functions of the front office, including frontline activities involving customer service, administrative support, communications, technology, and the maintenance of confidential student records. This position is often the first point of contact representing Housing & Residence Life (HRL) to the university community and the public. The position supervises 3-5 student staff employees. The staff member must be able to work and plan independently with limited supervision.  This position interacts with 30+ staff members within HRL organizational structure, and 4,000+ student residences of American University.

Essential Functions

  1. Customer Service/Student & Family Support Responsible for monitoring multiple office email accounts for HRL including composing replies and forwarding emails as appropriate. Provide information and explain processes, policies and procedures to students, families, faculty, and staff in person, via e-mail, and by phone. Monitor and engage with housing management software and university system of record to assist students with incoming inquiries. Represent HRL at various university events which may occur outside of standard business hours. Serve as primary support for departmental census responsibilities and internal and external residency verification requests.
  2. Front Desk Operations Coordinate daily operational functions of the HRL main office front desk including staffing the desk, opening and closing the office, greeting and directing visitors, answer phone calls, receiving, sorting, and distributing incoming mail, and managing urgent situations at the main office front desk according to protocol
  3. Operations Team Administrative Support Provide administrative support to the Housing Office staff while handling confidential information and materials with discretion. Including coordinating events, setting up meetings, requesting rooms, preparing documents, scheduling appointments.
  4. Team Project Assistance Assist with special projects, as needed, under the direction of the operations team; providing coverage or administrative support during high-traffic times of the year. This includes move- in and out, fall to spring transitions, student staff hiring, and additional university events as scheduled.
  5. Supervision Recruits, trains, and supervises 3-5 student employees who serve as front desk assistants. Completes and submits hiring actions and payroll to Human Resources. Prepares student work schedules. Update student staff on procedures and departmental changes

Work Environment

  • The Operations Coordinator supervises 3-5 student staff and will provide support to 4,000+ student residences and 30+ full time staff members
  • May require non-traditional hours during peak operational periods
  • This position is expected to understand, enforce, and adhere to all relevant policies and procedures as set forth by Housing & Residence Life and American University and pay particular attention to policies relating to the safety and security of the residence halls

Position Type/Expected Hours of Work

  • Full time
  • Nonexempt
  • Associate A

Salary Range

  • Commensurate with experience 

Required Education and Experience

  • High School Diploma with two years' administrative experience working in a fast-paced front office environment
  • Excellent customer service and problem-solving skills with the ability to work effectively with students, families, faculty, and the public
  • Experienced in MS Office Suite and proven ability to quickly learn new software
  • Must be able to work independently or collaboratively as a member of a team and perform multiple tasks simultaneously with attention to detail 
  • Possess well-developed written, verbal, and interpersonal communication skills

Preferred Education and Experience

  • Experience in higher education and knowledge of university resources
  • Experience with online scheduling, data management systems, housing management software or student information systems
  • Demonstrated editing and proofreading skills. Supervisory experience
  • Ability to plan, set priorities, and follow through on multiple complex tasks

Additional Eligibility Qualifications

  • Hiring offers for this position are contingent on the successful completion of a background check


  • Click here to learn about American University's unique benefit options


Current American University Employees:

If you are a current full-time or part-time staff member at American University, please log into AsuccessfulU through the myAU portal. Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page. 


Contact Us:

For more information or assistance with the American University careers site, email


American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

Nearest Major Market: Washington DC