Student Experience Representative

Title: Student Experience Representative

Employee Classification: Student Experience Rep

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: 36383.040

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management).

Position Overview

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Representative, UNT One Stop position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience.

This position will be responsible for assisting with a high volume of calls when delivering excellent customer service support for students and families. The position will also guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.

The position enables individuals to develop solutions for complex situations, thrive in a team environment, and systematically improve the student experience in partnership with our vast array of UNT campus partners.

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 skills. Ability to problem-solve, multi-task, and organize in a fast-paced collaborative environment. Ability to effectively communicate. Proficiency in Microsoft Office and within administrative systems (ERP/student administrative systems, Customer-Relationship Management, and other student services software). Unwavering passion for helping others. Demonstrated commitment to systemically improve the student experience.

Preferred Qualifications

The preferred candidate will possess the following additional qualifications:

Ability to deliver exceptional customer service to a large customer base while remaining agile in a unit that is growing and adapting to customer needs. Ability to consistently deliver exceptional customer service in person, by phone, through virtual services, and by electronic communications. Ability to work both independently and with a group, and to develop and maintain positive and effective working relationships with all coworkers. Strong attention to detail and analytical skills. A dynamic ability to grow with a new, fast-paced organization.

Job Duties

• Provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions. This position will experience a high volume of calls, primarily facilitated through phone communication. Contact may also be made in person, or virtually (case management/virtual appointment). Tasks require analysis and compilation of administrative and situation data across multiple sources in order to research solutions and partner with internal and external partners to develop solutions. 
• Promotes a positive work environment for all team members within and beyond the UNT One Stop. Demonstrates respect, flexibility, open-mindedness, and kindness in all interactions with students, team members, and campus partners. Embodies a commitment to the mission and vision of the UNT One Stop and the home offices that it supports, the Division of Enrollment, and the University of North Texas. Serves as an example of positive engagement in the department through active participation in meetings, within committees, and by assisting others. 
• Utilize existing tools and assist students in navigating confidential student information across multiple systems. Effectively utilize the CRM database to assist students and track requests across the student lifecycle. Responsible for whole student case creation and routing, utilization of available tools and follow-up/escalation as appropriate. 
• Comply with all university policies, rules, and regulations including attending work regularly and punctually. Undergo ongoing training on federal, state, and institutional regulations and business processes/policies. 
• Participate in outreach initiatives that promote awareness and adoption of the services provided by the UNT One Stop through collaboration with internal and campus partners. Serve as a champion for student success through the cultivation of a streamlined student experience. 

Physical Requirements

• Communicating with others to exchange information.
• Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

Monday-Friday 8am-5pm, with overtime as needed.

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

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, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation 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.