Assistant Director of Communications and Customer Relations chez Rochester Institute of Technology

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.

 

Finance & Administration

Cover Letter, Curriculum Vitae or Resume

Fulltime

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

BS

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.

 

116H

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

 

RIT Housing/Auxiliary Services/Finance & Administration

A

Hybrid — Remote/On-campus

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.