CUSTOMER SERVICE STUDENT SUPERVISOR

Job no: 200092-AS
Work type: Staff-Full Time
Department:ENROLLMENTMGMT/ADMISSIONS
Location: Madison
Categories: Academic Advising, Student Services/Support, Management/Supervisory, Office & Administrative Support

Position Summary:

Under general supervision of the Customer Service Coordinator, this position is responsible for developing and supervising a team of students to provide customer service to a diverse range of constituents including prospective and admitted students, parents, high school counselors, transfer advisors, alumni, and campus stakeholders via email, phone and in-person contact. This position will lead and develop a team of student staff members in our effort to provide accurate information regarding admission expectations, application timelines, decision notifications, transfer credit evaluation process, and the University of Wisconsin-Madison with cultural competence. In addition, this position will perform administrative functions in support of freshman, transfer, deferred and re-entry admissions.

This position utilizes a variety of technical systems such as our Student Information System (Peoplesoft), CRM (Salesforce), digital imaging software (Perceptive Content) and other tools to support our customers as they apply for undergraduate admission. This professional position requires strong leadership skills, a growth mindset, excellent organizational and interpersonal skills, customer service orientation, attention to detail, and skill in the utilization of ever-changing technologies. The student supervisor will use their knowledge and expertise of undergraduate admissions to critically analyze proper procedures and adherence to policy in carrying out a variety of process support and data entry tasks. An understanding of e-mail tools, call center technology, imaging software, group calendaring tools, and the Microsoft Office suite is important. A tactful, pleasant, professional, patient and efficient approach to communicating with both customers and admission office colleagues is required.

Position Duties:

List of Duties

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Degree and Area of Specialization:

Bachelor's degree preferred, but not required.

Minimum Years and Type of Relevant Work Experience:

-- Call center, customer service, or supervisory experience preferred.
-- Proficiency with technology, especially computers, software applications, and phone systems.
-- Exceptional verbal and written communication skills. Excellent problem solving, leadership, and customer service skills.
-- Ability to coach, train, and motivate employees and evaluate their performance.
-- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
-- Ability to supervise a large student staff including scheduling, evaluations, and training.
-- Ability to understand, comply and manage processes and corresponding responsibilities, dates, and deadlines of all admissions units.
-- Ability to acquire an in-depth working knowledge of software programs (for example: SIS (Integrated Student Information System), Image-Now printing and workflow software, internet applications, call center/VOIP tools, and on-line help tools such as Adobe Captivate).
-- Ability to work effectively both as a team member, a leader, and independently.
-- Ability to understand and comply with the Family Educational Rights and Privacy Act (FERPA).
-- Experience with a Customer Relationship Management (CRM) preferred. Additional preference for Salesforce and Case Management experience.
-- Admissions experience or other higher education experience preferred.
-- Ability to excel in a high-paced environment where over 43,000 applications and over 240,000 incoming documents are processed.
-- Successful candidates will be ready to join a large, dynamic, and fast-paced office environment, and committed to contributing to a team-driven office, while taking pride in the work assigned to them.
-- Demonstrated attention to detail, time management, and organizational skills.
-- Proven ability to work with individuals of diverse racial, ethnic, religious, and cultural backgrounds.
-- Work experience that communicates a history of independent work, success in a team environment, and the ability to exercise sound judgment.

License or Certificate:

This position involves travel. A valid driver's license is required to operate a state vehicle. Incumbents must be able to operate a state vehicle or provide his/her own transportation.

Additional Information:

The mission of the Division of Enrollment Management (Offices of Admissions and Recruitment, Student Financial Aid, Registrar, and Integrated Student Information Systems) is to provide access to higher education and collaborate with campus partners to ensure student success. We are committed to the highest standard of service for our students, colleagues, visitors, and other customers. Staff will serve as role models by practicing exemplary, respectful and inclusive behaviors in all of our interactions.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment and must be able to sustain eligibility, without sponsorship, throughout the duration of their employment.

Department(s):

A051000-ENROLLMENT MANAGEMENT/ADMISSIONS

Work Type:

Full Time: 100%

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $40,000 ANNUAL (12 months)
Depending on Qualifications

Instructions to Applicants:

Apply for the Customer Service Student Supervisor position by clicking "Apply Now" to go to the 'begin application' page. In the "Application Materials" section, upload ONE document in PDF format that contains ALL of the following information:

1. a letter of interest, which highlights applicable work experience
2. a resume, and
3. Contact information for three references. Note: References will not be contacted without advance notice.

Applications must be received by the application deadline for ensured consideration. Failure to submit complete application materials may result in ineligibility for this position. A criminal background check will be conducted on all finalists. Eligibility to legally work in the United States without sponsorship is required by the anticipated start date of the position and throughout the duration of employment.

Contact:

Kim Morgan
kim.morgan@wisc.edu
608-265-2002
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Official Title:

ASSOC STU SERV COORD(T25FN)

Employment Class:

Academic Staff-Renewable

Job Number:

200092-AS

The University of Wisconsin is an Equal Opportunity and Affirmative Action Employer. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

The University of Wisconsin-Madison is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Spring 2020. Job duties and responsibilities will remain the same. For more information please visit: https://hr.wisc.edu/title-and-total-compensation-study/.

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Applications Open: Nov 14 2019 Central Standard Time
Applications Close:Dec 1 2019 11:55 PM Central Standard Time