Job description
UNT System Overview
Welcome to the University of North Texas System. UNT System includes the University of North Texas in Denton, the University of North Texas at Dallas and the University of North Texas Health Science Center in Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region and we are committed to transforming lives and creating economic opportunity through education. We are growing with the DFW region, enrolling a record 47,000+ students across our system and awarding nearly 12,000 degrees each year.
Posting Title
Student Experience Representative
Department
UNT-Integrated Student Svc Ctr-164820
Job Location
Denton
Full Time/Part Time
Full-Time
Retirement Eligibility
TRS Eligible
Additional Retirement Information
For more information on retirement plan options, please visit
https://hr.untsystem.edu/benefits/retirement-plans/index.php.
Salary Information
Department Summary
The Integrated Student Services Center is responsible for providing customer service for Enrollment Management related services which consists of University Admissions, Financial Aid and Scholarships, Student Accounting, and UNT campus operators.
Position Overview
The Integrated Student Support Center will be an unified student services office which enhances the student experience by providing high quality customer service for student enrollment services, all in one place. The ISSC will provide customer service for the following offices: Admissions, Scholarships & Financial Aid, Student Accounting, Student Money Management Center and the Registrar. Office may also support various other areas across campus as needed.
Student Experience Representatives will report to the leadership of the new Integrated Student Support Center. Central to this role is promoting a progressive and simplified student experience and a culture that supports customer service, student satisfaction, retention, and student success. This position is responsible for answering incoming telephone calls. It is the responsibility of these individuals to promote and carry through the concept of “first point of contact” service by providing complete and correct information to all caller
Student Experience Representatives will report to the leadership of the new Integrated Student Support Center. Central to this role is promoting a progressive and simplified student experience and a culture that supports customer service, student satisfaction, retention, and student success. This position is responsible for answering incoming telephone calls. It is the responsibility of these individuals to promote and carry through the concept of “first point of contact” service by providing complete and correct information to all caller
- Provide high quality customer service to students, parents and the general public, and provide office clerical services as needed, to support the day-to-day operations of the ISSC.
- Answer incoming telephone calls and advises on inquiries regarding student related topics in a timely, effective, and professional manner.
- Routes more complex inquiries to appropriate person or groups.
- Provides personalized customer service by responding to callers while adhering to professional and regulatory requirements.
- Complies with all university policies, rules, and regulations including attending work regularly and punctually.
Additional Posting Details
Minimum Qualifications
A minimum of one year of experience working with students or customers in a service-oriented environment.
Knowledge, Skills and Abilities
- Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills.
- Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities.
- Sensitive to cultural diversity and backgrounds. Proven ability to work effectively as a team member.
- Experience in Microsoft Office Suite, student information systems, CRM.
Preferred Qualifications
- Previous call center experience or enrollment related experience.
- Working knowledge of student information systems (including but not limited to PeopleSoft and SalesForce.
- Experience in higher education, preferably a one-stop service model, financial aid, registrar, and/or student accounting.
- Experience working with diverse populations of students, staff and faculty desired.
Required License / Registration / Certification
Work Schedule
Monday to Friday, 8:00AM – 5:00PM
Driving University Vehicle
No
Security Sensitive
This is a security sensitive position
EEO Statement
The University of North Texas System and its component institutions are committed to equal opportunity and comply with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of North Texas System and its component institutions do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, and employment practices.
Classification Title
Student Experience Rep
Physical Requirements
Sitting, Talk or Hear, Ability to communicate
Job Duties
o
Provide high quality customer service to students, parents and the general public.
- Polite and Professional Tone and Manner
- Listens and Understands
- Routes more complex inquiries to appropriate person or groups
o
Provides personalized customer service by responding to callers while adhering to professional and regulatory requirements.
- Gives Accurate Information
- Follows Standard Operating Procedures
- Complies with Federal, State, and Institutional Guidelines
o
Answers incoming telephone calls and advises on inquiries regarding student related topics in a timely, effective, and professional manner.
o
Complies with all university policies, rules, and regulations including attending work regularly and punctually.
Posting Detail Information
Posting Number
S4932P
Position End Date (if temporary)
Special Instructions to Applicants
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