Enrollment Services Generalist 2

University Of Houston Houston , TX 77020

Posted 3 months ago

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.

EEO/AA

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.


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Enrollment Services Generalist 2

University Of Houston