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University of North Texas Hiring for Student Experience Team Supervisor at Denton Full Time
Job Details
UNT System Overview:
Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and the University of North Texas Health Science Center at Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.
We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an inclusive environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.
Learn more about the UNT System and how we live our values at www.UNTSystem.edu.
Posting Title:
Student Experience Team Supervisor
Department:
UNT-Integrated Student Svc Ctr-164820
Job Location:
Denton
Full Time/Part Time:
Full-Time
Retirement Eligibility:
TRS Eligible
Additional Retirement Information:
For more information on retirement plan options, please visit https://hr.untsystem.edu/benefits/retirement-plans/index.php.
Salary Information:
$42,840.00
Department Summary:
The primary purpose of Integrated Student Services (ISS) is to provide a progressive and simplified student experience across the areas of financial aid, student accounting, money management, registrar and admissions. Central to the ISS model is to promote a culture that supports customer service, student satisfaction, retention, and student success.
Position Overview:
The UNT Call Center is part of the universities newly formed Division of Enrollment Integrated Student Services team. Committed to enhancing the overall student experience, this innovative team brings together diverse expertise and resources from across the Division of Enrollment to seamlessly support a student’s UNT journey. The goal is to simplify students’ interactions with the institution and create a supportive and inclusive environment.
The Student Experience Supervisor functions as a team lead for members of the Call Center team to maximize accuracy and deliver an exceptional student experience. This serves as a resource to others for resolution of complex student problems and issues. Key responsibilities include coaching and mentoring team members, resolving escalated customer issues, monitoring call center metrics, and assisting department leadership in identifying process improvements to enhance effectiveness.
Minimum Qualifications:
Three years of experience working with students or customers in a service-oriented environment or Bachelor’s degree or an equivalent combination of education and/or experience
Knowledge, Skills and Abilities:
Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills. Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities. Sensitive to cultural diversity and backgrounds. Proven ability to work effectively as a team member. Experience in Microsoft Office Suite, student information systems, CRM.
Preferred Qualifications:
- Experience in student services, student affairs, counseling, advising, or related experience.
- Financial aid experience.
- Demonstrates strong writing skills.
- Have documented presentation involvement.
- Proficient in the operation of personal computers and be able to learn new software programs rapidly.
- Able to engage and communicate enthusiastically to diverse populations in a positive, courteous, and professional manner.
- Bilingual.
Work Schedule:
Monday-Friday 8:00am-5:00pm, with occasional evenings and weekends as necessary.
Driving University Vehicle:
No
Security Sensitive:
This is a security sensitive position
EEO Statement:
The University of North Texas System and its component institutions are committed to equal opportunity and comply with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of North Texas System and its component institutions do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, and employment practices.
Classification Title:
Student Experience Team Supv
Physical Requirements:
Carrying, Kneeling, Lifting up to 25 pounds, Pulling , Pushing, Reaching, Sitting, Squatting, Stooping, Bending, Standing, Walking, Writing, Grasp, Talk or Hear
o:
Assist students in navigating the various pathways by phone, in-person, or through virtual pathways.
o:
Counsel, advise, investigate, problem-solve, and resolve questions and issues escalated from functional team. Escalate as necessary.
o:
Take escalations from Center team as needed – acts as a second level of support for students and families. Oversight for Teams chats with internal call center representatives.
o:
Provide oversight for team case management status and outcome in the Salesforce system; Follow-up with both students and Center leadership regarding referrals and outcomes.
o:
Foster a student-service-oriented culture and prioritize students at the forefront of decision-making processes, consistently considering their requirements and aspirations.
o:
Lead by example and encourage others to provide outstanding assistance to students. Offer guidance and resources and foster an empathetic and respectful environment that values each student’s unique perspective.
o:
Assist in development of and training for new employees.
o:
Carefully adhere to all institutional, state and federal guideline and regulations, including FERPA and participate in professional development on a continual basis to stay compliant.
Posting Number:
S7889P
Quicklink for Posting:
