Housing Marketing & Resident Experience Specialist

Northeastern offers a rewarding working environment for our students and employees. Our faculty and staff are smart, dedicated people who work to create an excellent urban university experience for bright and motivated students.

Job Summary:

The Housing Marketing & Resident Experience Specialist assists in the administration, promotion, and operation of housing programs and services within NEIU’s 440-bed NEST residential community. This live-off position supports marketing, leasing, resident relations, communication, events, and operational processes. It strengthens a student-centered environment through outreach, service, and collaboration.

Job Description:

Housing Applications, Contracts, Assignments & Administrative Operations:

• Process housing applications, lease issuance, renewals, amendments, cancellations, semester housing adjustments, break housing registrations, and move-in/move-out roster updates in accordance with established departmental procedures. 

• Coordinate room assignments, roommate matching, waitlists, transfers, and room changes in the Housing CRM eRezLife.

• Maintain accurate and up-to-date resident and prospect records across required systems and shared databases.

• Track contract compliance requirements, including enrollment verification, immunization confirmation (as applicable), and completion of required educational modules.

• Monitor and document guest registrations, access control permissions, key management logs, and lock-out records in accordance with established protocols. 

• Submit and monitor maintenance requests and work orders in collaboration with Facilities Management and the Assistant Director of Housing & Residence Life; provide status updates to residents as needed.

• Support administrative documentation, record retention, reporting deadlines, and compliance standards in accordance with University and Civil Service requirements.

Marketing, Outreach, Digital Communications & Recruitment Support:

• Develop and implement semester-based marketing strategies to support occupancy goals, renewal campaigns, and retention initiatives.

• Execute housing tours for prospective students and families, presenting unit types, rates, policies, and community expectations.

• Coordinate and support housing events, including orientations, open houses, housing fairs, athletic events, welcome weeks, and renewal drives in collaboration with Enrollment Management, Admissions Office, and Student Success and Retention.

• Create and maintain engaging, brand-aligned content for NEST web pages and social media platforms in coordination with University Marketing & Communications.

• Audit housing website content, digital listings, and promotional materials for accuracy and quality standards.

• Track prospect traffic, closing ratios, and occupancy trends; prepare summary reports for the Director.

• Build relationships with Admissions, Enrollment Management, Student Success & Retention, and campus partners to integrate Housing and Residence Life into recruitment strategies.

Resident Relations, Customer Service & Public Relations:

• Provide high-level customer service to residents, families, and campus partners by responding to inquiries professionally and promptly.

• Address and resolve routine resident concerns; escalate complex issues to the appropriate Housing and Residence Life staff or campus partners.

• Serve as a point of coordination between residents and Housing & Residence Life staff, Facilities Management, University Police, and other campus departments.

• Maintain professional communication with parents/guardians when appropriate and in compliance with FERPA guidelines.

•  Promote a respectful, inclusive residential community consistent with University values and student success priorities.

Billing, Financial Processes & Occupancy Support:

• Assist with housing billing processes, including contract charges, prorated adjustments, damage assessments, lock-out fees, key replacement fees, and applicable miscellaneous charges.

• Coordinate with Student Payment Services and Financial Aid regarding housing-related inquiries and account reconciliation matters.

• Track occupancy levels, revenue projections, and renewal pa