Student Experience Representative, Quality Assurance
Student Experience Representative, Quality Assurance
- 513777
- Denton, Texas, United States
- Staff
Title: Student Experience Representative, Quality Assurance
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). 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. 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
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. 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.
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.
Required License/Registration/Certifications
Job Duties
- Support the monitoring and tracking of escalated student cases, assisting in maintaining timely resolution and adherence to established service standards. Assist the Associate Director with developing procedures and resources within the knowledge base (KB) to support effective case management, call handling, and in-person student support. Assist in identifying trends in escalations and share observations with Associate Director to help inform of potential process improvements.
- Assist in the planning, coordination, and execution of outbound call campaigns focused on student outreach and engagement. Assist with coordinating staffing, scheduling, and resources to support campaign success. Support communication efforts by helping ensure scripts, resources, and objectives are clearly shared with participating staff. Track and report campaign performance, including completion rate and outcomes.
- Help maintain the development and ongoing enhancement of the quality assurance program. Assist in creating evaluation tools, scorecards, and service standards. Participate in regular reviews of calls, cases, and student interactions to ensure quality and consistency. Collaborate with the Associate to identify opportunities to support representative performance improvement. Support the analysis of quality assurance results to identify trends, training needs, and opportunities for service improvement. Assist in maintaining alignment of quality assurance practices with institutional policies and student service goals.
- Promotes a positive work environment for all team members within and beyond 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
Sedentary work that primarily involves sitting/standing.
Lifting and Moving objects up to 20 pounds.
Communicating with others to exchange information.
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, 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. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration 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 a related investigation or proceeding.
