UVA One Stop Counselor
- Employer
- University of Virginia
- Location
- Charlottesville, Virginia, United States of America
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- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
The UVA One Stop provides quality service in support of prospective and current students, families, University colleagues and external stakeholders in a warm, welcoming, and professional environment. The One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admissions, the University Registrar, and Student Financial Services. Our team shares a deep commitment to fostering an inclusive, collaborative, and equitable culture in the One Stop, Enrollment, and the larger University community.
One Stop Counselors provide integrated student services to students, families, faculty, and staff in the principal areas of undergraduate admissions, student accounts, financial aid, and student academic records. Counselors provide advanced-level advice and engagement based upon institutional knowledge and subject matter expertise. They collaborate closely with Enrollment partner offices, acting as advocates on behalf of students and families to resolve disputes, make policy exceptions when warranted and handle escalated or complex cases. One Stop Counselors participate in Enrollment committee work and attend functional area meetings as representatives of the One Stop. Reporting to One Stop leadership, they are considered internal leaders within the department and provide dedicated support to the One Stop Advisor team, assisting with complex issues and conflict resolution when needed. They serve as backup to all One Stop functions when required.
One Stop Senior Counselors support the Center and the wider Enrollment area with additional systems access, training, expertise, and responsibilities. In collaboration with One Stop leadership, Senior Counselors participate in hiring and recruiting, training, special projects, cross-functional initiatives and serve as peer leaders within the Counselor team. Responsibilities
- Serve as a subject matter expert on University, Enrollment, and One Stop policies, procedures, and services, applying that knowledge to support students, families, and colleagues and to navigate complex or unique situations.
- Resolve escalated and complex student and family concerns through in-person, phone, email, text, and video conferencing channels, exercising sound judgment and balancing policy, student needs, and institutional priorities.
- Fulfill Counselor-on-Duty responsibilities by triaging incoming concerns, assessing urgency and impact, directing issues to appropriate resources, managing real-time escalations, and coordinating resolution of complex cases.
- Provide guidance and support to One Stop Advisors on complex questions, case resolution strategies, and service delivery best practices, serving as a resource and role model for service excellence.
- Model high standards for responsiveness, professionalism, interaction quality, and student-centered service while promoting adherence to departmental policies, procedures, and best practices.
- Proactively identify barriers to student success and develop action plans, recommendations, and interventions that support students' academic and financial goals.
- Collaborate with colleagues across Enrollment and the University to advocate for students, resolve issues, and recommend solutions that balance student needs with institutional requirements.
- Support frontline operations as needed across all service channels, including in-person, phone, and email support, to help maintain service levels during periods of high demand, staffing shortages, or other operational needs.
- Identify opportunities to improve processes, services, and the student experience, and recommend solutions to One Stop leadership.
- Represent the One Stop on committees, workgroups, and collaborative initiatives; communicate One Stop needs and perspectives while helping translate and share Enrollment information with the broader team.
- Participate in student outreach, engagement, and educational activities on behalf of the One Stop, Enrollment, and the University.
- Perform other duties as assigned.
- Education: Bachelor's degree. Relevant experience will be considered in lieu of degree.
- Experience: At least two years of specialized customer service experience.
- Experience with Microsoft Office Suite required; experience with CRM, contact center platforms, or standard higher education software preferred (i.e., Salesforce, Technolutions Slate, Peoplesoft, Vonage, Zoom, etc)
- Excellent written and verbal communications skills, with the ability to de-escalate and resolve complex or sensitive inquiries.
- Experience in training or mentoring co-workers preferred.
- One Stop Senior Counselor roles require significant experience within the One Stop as a Counselor, meeting or exceeding all required position benchmarks. Qualified candidates will demonstrate a deep understanding of University, Enrollment and departmental policy, procedure, internal systems, and workflows; an aptitude for leadership and continued process improvement; and a commitment to service to both internal and external stakeholders.
- The anticipated hiring range is $47,000–$51,000, commensurate with education and experience.
- This is an exempt-level, benefited position. Learn more about UVA benefits.
- This position is based in Charlottesville, VA, and is eligible for a hybrid schedule in accordance with UVA’s remote work guidelines.
- Background checks will be conducted on all new hires prior to employment.
- This position will not consider candidates who require immigration sponsorship now or in the future.
- Resume
- Cover Letter
- For questions about the application process, please contact Jon Freeman, jf2sw@virginia.edu.
The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment.
Organization
In 1819, the University of Virginia established a new model for intellectual exchange and cross-disciplinary collaboration in higher education. Two hundred years later, as a major research institution, we continue to challenge conventions, lead with ingenuity and advance knowledge for the common good.
What began as an innovative idea has become one of the nation’s leading public research universities, with over 21,000 undergraduate, graduate and professional students. UVA also has over 3,000 full-time faculty offering more than 400 degrees.
Each of the University’s eleven schools has its own distinctive mission, working together to garner consistently high rankings—including #2 Best Value Public College (Princeton Review, 2016), #3 Public University in the Nation (U.S. News & World Report, 2016), and #3 Best Value Among Public Colleges (Kiplinger’s, 2016).
As we invest in and strengthen our research capabilities, UVA seeks new faculty ready to uncover new insights, rewrite old rules and collaborate on intellectual discoveries.
RESEARCH COLLABORATIONS THAT CROSS DISCIPLINES
As an R1 institution, the University’s research centers, consortia and laboratories are on the leading edge of discovery and technology, offering collaborative spaces for students and faculty to solve global problems.
Our professors are recognized members of major national scholarly and professional organizations, including the National Academy of Sciences and the American Academy of Arts and Sciences. Our faculty’s engagement in interdisciplinary research is being facilitated by new research institutes specializing in everything from big data to brain functioning, and by cluster hires across schools.
NATIONALLY RANKED HEALTH SYSTEM
UVA is also home to a nationally renowned academic medical center and the UVA Health System, which serves a three-part mission to treat patients, conduct translational research and train medical practitioners in a wide variety of disciplines.
Established as the nation’s 10th medical school in 1825, the institution has since grown to include a 612-bed hospital and a Level I trauma center, nationally recognized cancer and heart centers, a Children’s Hospital, and primary and specialty clinics throughout Central Virginia.
The UVA Medical Center is consistently ranked among the nation’s best hospitals by the U.S. News & World Report magazine and has been named among the top 25 percent in seven specialties.
INSPIRING STUDENTS, INSPIRED TEACHING
The vast majority of UVA students come from the top 10% of their high school class, as well as from all 50 states, over 142 countries and a variety of socioeconomic backgrounds. Despite their diversity, all UVA students share a love of learning and a drive to achieve.
One of the reasons students choose Virginia is our unique residential culture. At UVA, the community of students, faculty and staff personifies the Jeffersonian idea that living and learning are connected. The Academical Village was constructed to support a unique residential experience, with faculty living in the Pavilions, students occupying Lawn rooms and the world-famous Rotunda at its heart. The University’s residential culture continues to support this experience today—strengthened by students, faculty and staff rich in backgrounds, ideas and perspectives. Our unique culture is also paying dividends in innovation: UVA’s faculty have generated more than 130 patents since 2010.
Perhaps most importantly, faculty come to UVA knowing that instruction is as important as research, and they pride themselves on their many teaching awards. Our best professors look for ways to encourage, mentor and develop tomorrow’s leaders inside and outside the classroom.
LIFE IN CHARLOTTESVILLE
Living in Charlottesville you’ll find sophisticated restaurants, world-renowned wineries and breweries, cosmopolitan arts and music, friendly urban and suburban neighborhoods and a Piedmont landscape that has lured adventurous souls for centuries. No wonder the U.S. National Bureau of Economic Research named Charlottesville the “happiest city in America” in 2014.
In addition to UVA and its health system, several major employers have facilities in Charlottesville, including State Farm, Northrop Grumman, the U.S. Department of Defense, GE and others. Charlottesville is also becoming a center for innovative start-up businesses. The University also actively helps spouses and partners of faculty members build their networks and pursue employment opportunities with a wide variety of area employers.
The University of Virginia is an Equal Opportunity Employer. All interested persons are encouraged to apply including veterans and individuals with disabilities.
- Telephone
- 434-985-4532
- Location
-
2420 Old Ivy
Charlottesvle
Virginia
22911-7433
United States
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