Student Services Representative

27566BR

Enrollment Mgmt Services

Position Overview

More than perhaps any other factor, the degree to which a university attracts and retains qualified students determines the success or failure of that institution.  The Enrollment Management (EM) division is a key player in this activity and has a profound effect on the institution’s success.  The division is committed to developing a data-informed, forward-looking, comprehensive enrollment strategy that enables the institution to pursue strategic goals in an integrated and intentional manner.

The Enrollment Management Shared Services Center (EMSSC) provides front-line services to students on behalf of all the units within Enrollment Management (specifically, Financial Aid & Scholarships, Graduate Admissions, Registrar, Undergraduate Admissions, and International Admissions), facilitates critical back-office processing, and provides overall project management support for the organization.  This work is done on behalf of other units within EM and requires frequent and intentional coordination, training, and communication.

The goal of the center is to not only provide accurate, friendly, and consistent service to students, but to also proactively identify methods to enhance the student experience at the University by decreasing bureaucracy, reducing student bounce, and increasing student time to enable focus on academic endeavors. Specifically, this position entails providing proactive accurate and friendly service in response to questions and requests from current and/or prospective students, parents and/or guests via a variety of channels – phone, in person, email and potentially chat and text. This position will be assigned both phones and in-person student service, both of which are fast-paced and high volume. This position is working in a hybrid environment that requires working from home when assigned to help with a fast paced, high volume phone service center, and working in the office when assigned to help with the walk-in traffic at the front desk.

If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 10 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees. KU is a great place to work! The University actively encourages applications from members of underrepresented groups.

Job Description

80% Student Service

• Utilize resource materials to accurately, quickly, and consistently answer questions concerning campus visits, admissions, financial aid, and enrollment as well as process form intake.
• Greets students and other visitors and sets a positive tone for interaction demonstrating responsibility and respect for others.
• Responds to and solves service inquiries in a positive, professional, accurate, and timely manner via multiple channels including but not limited to phone, email, chat, and in-person, with the goal of minimizing office “bounce” and anticipating secondary service needs to determine the best course of action.
• Monitor admissions, registrar, financial aid, and student information systems email accounts via Hawk Help (our ticketing system) and determine appropriate provision of service or escalation.
• Exhibits knowledge of important federal, state, and institutional deadlines and provides reminders to students as appropriate.
• Maintains knowledge of applicable policies and procedures for tasks within Enrollment Management departments and academic & business units.
• Provide educational advice to inform students of self-service functions and offer assistance in completing the process via self-service as needed.

• Completes basic data entry including but not limited to enrollment transactions, diploma delivery, document imaging/linking, and Hawk Help service ticket creation/completion.
• Reviews submitted forms for completeness and accuracy.

• Identify and define opportunities for service improvement based on feedback from various sources.
• Perform gap analysis on knowledgebase articles and submit updated or written articles for publishing in Hawk Help.
• Assess policies and procedures and offer feedback to supervisor on potential areas of improvement to reduce or eliminate barriers or redundancies.

• Responsible for keeping materials stocked on the information displays, cooler, and daily upkeep of the 1502 Building - lobby.
• Other duties as assigned.

Required Qualifications

Preferred Qualifications

Contact Information to Applicants

Richelle Chaney
[email protected]

Additional Candidate Instruction

 In addition to the online application, the following documents are required to be considered for this position:

Incomplete applications will not be considered.

Application review begins Monday, April 15, 2024 and will continue until a qualified pool of candidates has been identified.

Advertised Salary Range

$34,000

Application Review Begins

15-Apr-2024

Anticipated Start Date

13-May-2024

Primary Campus

University of Kansas Lawrence Campus

Employee Class

U-Unclassified Professional Staff

Job Family

Administrative Support-KUL

Work Location Assignment

Hybrid

Disclaimer

The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Director of the Office of Civil Rights & Title IX, [email protected], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY (for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).