Job Information

University of Utah Admissions Customer Service Manager in Salt Lake City, Utah

Details

Open Date 07/21/2022

Requisition Number PRN31505B

Job Title Manager, Program

Working Title Admissions Customer Service Manager

Job Grade D

FLSA Code Administrative

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

40 hours per week, Monday through Friday, 8:00 a.m. to 5:00 p.m. Schedule may include occasional nights and weekend.

VP Area Academic Affairs

Department 00295 - Office of Admissions

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $43,000-$45,000, starting salary range depending on experience

Close Date

Open Until Filled Yes

Job Summary

Nestled between the foothills of the Wasatch Mountains and Salt Lake City, the state’s capitol, the University of Utah is the state’s public flagship institution and a top-tier research university classified by the Carnegie Foundation among the 131 research universities with the “highest research activity” in the nation. The “U” is a PAC -12 institution with a total enrollment of over 33,000 and an undergraduate enrollment of over 25,000. The U is committed to providing an exceptional academic and co-curricular experience for students and community engagement.

The Office of Admissions is a dynamic and growing organization committed to assisting future students learn about and enroll at the University of Utah. We are looking for passionate team members to help us expand our recruitment reach in- and out-of-state, continue to increase our new student enrollment, and shape the entering class.

Reporting to the Assistant Director of Campus Experience, the Admissions Customer Service Manager is responsible for various events and services provided by the Office of Admissions to identify, recruit, and enroll new students to the University of Utah. This position works in a team setting to assist in the development, implementation, and assessment of a variety of different activities including overseeing our Information Call Center and Welcome Center Front Desk, in-person events on- and off-campus, virtual events, and more. The Admissions Customer Service Manager will also oversee the management of the Call Center and Welcome Center student staff, who provide assistance to prospective and admitted students. This is a campus-based position located in the Emma Eccles Jones Welcome Center in the Carolyn and Kem Gardner Commons building, a state-of-the-art facility in the heart of campus.

Responsibilities

1. Manages all aspects of the Admission Call Center and Welcome Center Front Desk including but not limited to: day to day operations, employee work schedules, prioritizing daily work activities, managing assessment and evaluation for the center, and recommending changes.

2. Provides Human Resources support by hiring student employees, overseeing and implementing training procedures, supervising student staff, evaluating performance and initiating disciplinary action.

3. Design and maintain a system to maintain quality and consistency of work and monitor the status of activities and assignments

4. Acts as liaison between the Office of Admission staff and prospective students including but not limited to updating and maintaining student records, communicating admissions criteria, and removing holds. Serves as a resource to identify, research and resolve problems and complaints.

5. Represent the Office of Admission at meetings and events. Build and maintain professional working relationships with campus partners, vendors and other stakeholders. Work collaboratively with other units, as appropriate, to support student services, enrollment and retention at the University.

6. Researches and evaluates processes, policies and procedures by analyzing data, implements necessary changes, and conducts trainings and professional development sessions as needed.

7. Participate in trainings, meetings, committees and other duties as assigned to support the Office of Admission

8. Maintain budget expenses for Admissions Call Center and Welcome Center Front Desk activities and monitors purchases to ensure compliance of all University fiscal policies, oversees billing accuracy and coordinates timely processing of all invoices.

9. Assist in planning and coordination for both in-person and virtual recruitment and yield events for prospective students and their guests including but not limited to goal setting, vendor collaboration, travel and venue coordination, event registration, event marketing and communication, staffing, ensuring excellent customer service, training, determining safety protocols, event equipment and supplies, and event data analysis.

10. Assist in maintaining a system of detailed event management information (event plans and schedules, budgets, contacts, post event analyses, timelines, etc.) to maintain quality and consistency of work and monitor the status of events, projects, and assignments.

11. Provide, support, and serve as back up for other areas within the Campus Experience team as need arises.

12. Some evening and weekend work required. Moderate physical activity required.

13. Other duties as assigned.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Bachelor’s degree in a related field plus two years of related experience or equivalency. Demonstrated human relations and effective communication skills also required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

Excellent customer service, communication, and interpersonal skills; demonstrated problem-solving and time-management skills; and data analysis skills. Able to work independently and as part of a team. Demonstrated ability to effectively communicate with culturally and ethnically diverse populations and communicate complex information to multiple audiences. Excellent written and verbal communication skills. Demonstrated leadership skills and the ability to take initiative, be resourceful, and perform with minimal supervision. Strong skills in problem solving, multi-tasking, public relations, and customer service. Detail orientated with demonstrated skills in effectively anticipating and organizing work priorities to meet and manage multiple pending deadlines and priorities.

Possess a valid driver’s license and could be available to travel to off campus events. Experience using web-based platforms such as Slate by Technosolutions, PeopleSoft, and the Microsoft Office Suite.

Type Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.

Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:

Director/ Title IX Coordinator

Office of Equal Opportunity and Affirmative Action ( OEO /AA)

135 Park Building

Salt Lake City, UT 84112

801-581-8365

oeo@utah.edu

Online reports may be submitted at oeo.utah.edu

For more information: https://www.utah.edu/nondiscrimination/

To inquire about this posting, email: employment@utah.edu (%20employment@utah.edu) or call 801-581-2300.

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.