Title: Senior Student & Program Coordinator

Employee Classification: Sr Student & Pgrm Coordinator

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Enrollment Management -Gen

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Denton

Salary: $46,665.00

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview:

Department Summary

The UNT Call Center is part of the universities newly formed Division of Enrollment Integrated Student Services One Stop team. Committed to enhancing the overall student experience, this innovative team brings together diverse expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The goal is to simplify students’ interactions with the institution and create a supportive and inclusive environment.

Position Overview

The UNT Call Center is part of the universities newly formed Division of Enrollment Integrated Student Services One Stop team. Committed to enhancing the overall student experience, this innovative team brings together diverse expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The goal is to simplify students’ interactions with the institution and create a supportive and inclusive environment.

The Senior Coordinator functions as a team lead for members of the Call Center team to maximize accuracy and deliver an exceptional student experience. The coordinators foster a student-service-oriented culture by promoting a strong commitment to meeting student needs, ensuring their success, and continuously improving their experience throughout their journey. This position serves as a resource to others for resolution of complex student problems and issues. Key responsibilities include coaching and mentoring team members, resolving escalated customer issues, monitoring call center metrics, and assisting department leadership in identifying process improvements to enhance effectiveness.

Minimum Qualifications

Bachelors degree in a related field and two years' of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

• Strong organizational skills and ability to execute multiple projects.
• Strong verbal and written communication skills.
• Advanced Microsoft Office skills.

Preferred Qualifications

None

Required License/Registration/Certifications

None

Job Duties:

• Provide leadership for a team of student experience representatives within the One Stop Call Center. Includes but is not limited to, daily oversight, new hire integration, timekeeping, leave management, schedules, participation with annual review process, training, and case management.
• Counsel, advise, investigate, problem-solve, and resolve questions and issues escalated from functional team. Escalate as necessary.
• Call Management - Escalations: Respond to and resolve escalated customer inquiries and complaints with professionalism and empathy, ensuring a positive customer experience. Provide real-time support and guidance to call center agents, helping them navigate difficult calls and improve their problem-solving skills.
• Call Management - Active Calls: Assist students in navigating their student experience across division pathways by phone or through virtual pathways. Support Call Center model with active call activities when needed – examples include but are not limited to break and lunch rotations and peak periods.
• Monitor and manage Teams chat channels to ensure effective and efficient communication and services across call center. Provide real time support to representatives, answering questions and guiding them through complex customer interactions.
• Provide oversight for team case management in Salesforce. Follow-up with both students and Center leadership regarding referrals and outcomes. Manage and resolve Call Center Escalation queue.
• Will assist Manager and Director with department projects as needed, including but not limited to documentation, technology, engagement, case management, and training.
• Lead by example and encourage others to provide outstanding assistance to students. Offer guidance and resources and foster an empathetic and respectful environment that values each student’s unique perspective.
• Carefully adhere to all institutional, state and federal guideline and regulations, including FERPA and participate in professional development on a continual basis to stay compliant.

Work Schedule:

Monday - Friday 8:00AM - 5:00PM with occasional mandatory overtime

Driving University Vehicle:

No

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

Benefits:

For information regarding our Benefits, click here.

EEO Statement:

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, facilities and employment practices. The University of North Texas System immediately investigates complaints of discrimination and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.