Student Services Representative

University of Kansas
dental insurance, paid holidays, sick time
United States, Kansas, Lawrence
1450 Jayhawk Boulevard (Show on map)
May 15, 2025
Position Overview More than perhaps any other factor, the degree to which a university attracts and retains qualified students determines the success or failure of that institution. The Enrollment Management division is a key player in this activity and has a profound effect on the institution's success. The division is committed to developing a data-informed, forward-looking, comprehensive enrollment strategy that enables the institution to pursue strategic goals in an integrated and intentional manner. The Enrollment Management Services (EMS) unit reports to the Vice Provost for Enrollment Management and provides front-line services to students on behalf of all the units within Enrollment Management (specifically, Office of Undergraduate Admissions, Office of Graduate Admissions, Financial Aid and Scholarships, Student Lifecycle Technology, and the Office of the University Registrar), facilitates critical back-office processing, and provides overall project management support and office support for the organization. The goal of the center is to provide accurate, friendly, and consistent service to students, as well as proactively identify methods to enhance the student experience at the University by decreasing bureaucracy, reducing student bounce, and increasing student time to enable focus on academic endeavors. Specifically, this position entails providing reliable service in response to questions and requests from current and/or prospective students, parents and/or guests via a variety of channels - phone, in person, email and chat. This position will be assigned both phones and in-person student service, both of which are fast-paced and high volume. This position is working in a hybrid environment that requires working from home when assigned to help with a fast paced, high volume phone service center, and working in the office when assigned to help with the walk-in traffic at the front desk. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 9 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees. Job Description 80% - Student Service Utilize resource materials to accurately, quickly, and consistently answer questions concerning admissions, financial aid, and registrar. Greet students and other visitors and sets a positive tone for interaction demonstrating responsibility and respect for others. Respond to and solve service inquiries in a positive, professional, accurate, and timely manner via multiple channels including but not limited to phone, email, chat, and in-person, with the goal of minimizing office "bounce" and anticipating secondary service needs to determine the best course of action. Monitor admissions, registrar, financial aid, and student information systems email accounts via our ticketing system within TeamDynamix (TDX) and determine appropriate provision of service or escalation. Exhibit knowledge of important federal, state, and institutional deadlines and provide reminders to students as appropriate. Maintain knowledge of applicable policies and procedures for tasks within Enrollment Management departments and academic & business units. Provide educational advice to inform students of self-service functions and offer assistance in completing the process via self-service as needed. 10% - Data Entry Complete basic data entry including but not limited to enrollment transactions, diploma delivery, document imaging/linking, and TDX service ticket creation/completion. Reviews submitted forms for completeness and accuracy. 5% - Process Improvement Identify and define opportunities for service improvement based on feedback from various sources. Perform gap analysis on knowledgebase articles and submit updated or written articles for publishing in Hawk Help. Assess policies and procedures and offer feedback to supervisor on potential areas of improvement to reduce or eliminate barriers or redundancies. 5% - Other Duties as assigned by supervisor Responsible for keeping materials stocked on the information displays, cooler, and daily upkeep of the 1502 Building - lobby. Other duties as assigned. Required Qualifications High School diploma or completion of G.E.D. equivalency One (1) years office experience or one (1) year of post-secondary education. Preferred Qualifications One (1) year of customer service experience with a student services focus. Excellent written communication skills as evidenced by the application materials. Work experience that required communicating information in a clear and concise manner to individuals of all backgrounds as evidenced by the application materials. Work experience at the University of Kansas. One (1) year work experience in a fast paced, high volume service center. Work experience that required collaboration in a team setting as evidenced by the application materials. Additional Candidate Instructions In addition to the online application, the following documents are required to be considered for this position: Cover letter describing how you meet the required and preferred qualifications Resume List of three (3) professional references Only complete applications will be considered. Application review will begin Monday, May 26th, 2025. For consideration, please apply no later than Sunday, May 25th, 2025. Contact Information to Applicants Richelle Chaney rchaney@ku.edu 785-864-5470 Advertised Salary Range Starting at $36,000 Application Review Begins Monday May 26, 2025 Anticipated Start Date Monday June 9, 2025