Job Summary
Located in Salt Lake City, the University of Utah is a public, 4-year institution committed to providing exceptional academic and co-curricular experience for students and the University community. The “U” is a PAC-12 institution with over 33,000 students. Housing & Dining Programs (HDP) is home to over 5,000 students who live in a mix of historic and new construction, totaling 22 co-ed residence halls and 10 apartment buildings.

HDP continues to grow, with a 1,500-bed residence hall currently under construction on lower campus, slated to open in fall 2026. The University Housing Campus Master Plan calls for continued growth and construction to meet housing demand, with a stated goal of adding 5,000 beds over the next five years.

Reporting to the Assistant Director of Occupancy Management, the Housing Outreach Coordinator serves as a central leader within the HDP operations team. This position oversees the department’s primary communication channels, including phone and email, and supervises a team of student staff who provide frontline customer service to students and families. The role plays a key part in ensuring clear, accurate, and compassionate communication across all stages of the housing experience.

This position works closely with teams across Housing & Dining Programs and other campus partners to support students navigating housing processes such as applications, assignments, changes, and special requests. The Housing Outreach Coordinator also helps ensure consistency in messaging, supports high-volume communication cycles, and contributes to a positive and responsive student experience.

Auxiliary Services is composed of over 20 departments and is focused on supporting student well-being and success, with the goal of assisting students in discovering their passion, people, and purpose. To that end, we aim to foster an environment that encourages employees to embrace innovative service delivery methods to best meet the needs of our students. As a result, students can participate in the creation of campus culture, working collaboratively alongside professional staff, student leaders, and academic partners.
Responsibilities
Communications Oversight
Manage and monitor HDP’s primary public-facing communication channels, including phone lines and the main email inbox
Ensure timely, accurate, and student-centered responses to inquiries
Serve as an escalation point for complex questions from student staff and frontline service areas
Customer Service & Student Staff Supervision
Recruit, train, schedule, and supervise a team of approximately 10 Housing Ambassadors, including 1-2 Lead Ambassadors
Develop onboarding materials and knowledge-sharing resources to support student staff success
Facilitate regular one-on-one and team meetings to provide guidance, support, and accountability
Deliver ongoing coaching and feedback to ensure a high standard of customer service
Serve as a key support resource for student leaders, including Housing Ambassadors and desk assistants, particularly in escalated service situations
Communicate professionally and courteously with students, parents, and families, ensuring Housing & Dining Programs is positively represented
Model exceptional customer service aligned with University of Utah and HDP values, and assess feedback to improve the student experience
Act as a knowledgeable resource on campus services, effectively supporting a diverse student population, including international students
Maintain accurate electronic and paper records in compliance with FERPA and confidentiality standards
Process Knowledge & Student Support
Develop and maintain a comprehensive understanding of housing policies, procedures, and exception processes
Assist students in navigating housing-related processes such as room selection, cancellations, meal plan changes, and special requests
Communicate housing updates and decisions clearly and compassionately, including complex or sensitive outcomes
Collaborate with internal partners (e.g., Accounting, Residential Life, Living Learning Communities) to ensure accurate information and appropriate referrals
Other
Serve on departmental and/or campus committees.
Other duties as assigned.


This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Minimum Qualifications
Bachelor’s degree in a related field or equivalency (one year of education can be substituted for two years of related work experience). Two years experience in collecting, organizing analyzing, and presenting data; and demonstrated human relations and effective communication skills required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
Proven ability to de-escalate conflict and deliver difficult messages with tact and professionalism
Experience working in a university or student housing environment
Knowledge of housing operations and occupancy management best practices
Experience with housing management software (e.g., StarRez)