Under general supervision, provides high-level professional customer service to students, faculty, staff, and the community at the Enrollment Services Welcome Center and Call Center. Operates as a front-line integrated service delivery representative for Enrollment Services in the areas of Admissions, Financial Aid, Student Financial Services, and Registration and Academic Records.
Provides general information and answers inquires received via telephone, web-based technologies, and walk-in customers regarding the various enrollment services processes and offerings of the university.
Communicates effectively and professionally with students, internal departments, and external entities to resolve difficult and complex customer issues.
Provides instruction on how to obtain and complete university documents; accepts official university information and documents and reviews for completion.
Conducts proactive customer service activities inside and outside of the department which may include the use of web-based technologies.
Utilizes advanced system software to troubleshoot customer problems; investigates customer service complaints and assists with or coordinates their resolution.
Prepares recurring and ad-hoc reports; manages and completes projects as assigned by leadership.
Remains up-to-date on state, federal, and university rules, policies, and procedures; provides guidance to junior-level staff on rule, policy, or procedure interpretations.
Participates in professional development activities; may conduct training for staff and new employees.
May assist with developing, conducting, and analyzing customer service surveys and results; assist with developing ways to implement strategies to address, maintain, or improve performance.
May receive and answer questions forwarded from other enrollment services areas when staff is unavailable; logs calls received in tracking database for reporting and resolution purposes.
May handle money received as payment for various student services. Performs other job-related duties as assigned.
Requires the ability and knowledge for analysis and interpretation of procedures, policies and practices attainable through specific education and/or training programs in a specialty or technical field. Advanced vocational or electronic skills or a basic knowledge of a professional field is required.
An Associate's degree or certification/licensing in a technical specialty program of over 18 months and up to 3 years duration are characteristic of this field.
Requires a minimum of one (1) year of directly job-related experience.
University Of Houston