Residential Service Desk Customer Service Associate

Applications for Fall 2024 will be live on Monday February 12, 2024

Salary: Hourly rate consistent with Massachusetts minimum wage
Work Schedule: on average 6-10 Hours/Week*, with a variety of weekday, evening, and weekend shifts available.
*Some exceptions during training and at opening/closing periods, with the possibility to work M – F 9:00am – 4:30pm during break periods.

Applications Due: 11:59PM Tuesday, February 27

Applications submitted via

This position requires a commitment from August 25, 2024 through May 19, 2025. Staff members will be trained in all aspects of Residential Service Desk policies and procedures. This position works an average of 6-10 hours per week during the academic year, with the exception of training/opening/closing periods, where hours are increased.

Minimum Qualifications for the position:

  • You must be a currently enrolled (6 or more credits) undergraduate student at UMass Amherst in good standing.
  • You must be available to attend staff training beginning August 26, 2024 and work throughout the Move-In period. CSAs who live on campus may move in to their Residence Hall on August 25.
  • You must be able to work through fall and spring residence hall closing.
  • Hire is contingent upon successful completion of SPIRE FERPA training.

*Training and end dates subject to change

Preferred Qualifications:

  • You must be mature, self-motivated, and possess a positive attitude.
  • You must have strong organizational skills.
  • You must be able to work a scheduled variety of weekdays, weeknights, holidays and weekends.

Responsibilities and Duties:

  • Provide information, services and/or resources for students or others who call or come to the office in a courteous and professional manner.
  • Maintain accurate occupancy records using SPIRE and record customer interactions using the department database.
  • Distribute and collect keys and temporary access cards.  Maintain accurate records for keys and access cards during shift.  Implement procedures for lost or stolen keys/cards.
  • Perform audits of keys and temporary access cards.
  • Distribute mailbox combinations as necessary.
  • Assist students with maintenance requests.
  • Log and distribute packages to residents and update package log accordingly.
  • Sort residence hall mail/packages and maintain cleanliness of mail rooms.
  • Maintain use of department issued email account and computer network space.  A regular check of your department email account is expected on shift.
  • Collect, log and secure lost and found items according to protocol.
  • Assist with opening and closing procedures as assigned.
  • Attend staff meetings and training sessions as assigned.
  • Complete other duties as assigned.
  • Keep supervisor(s) informed of any issues/concerns.

 Question? Contact us.