Campus Relations Specialist, Undergraduate Admission, Student Affairs [R0130168]

The University of Nevada, Las Vegas invites applications for Campus Relations Specialist, undergraduate admission, Student Affairs [R0130168]

PROFILE of the UNIVERSITY

Founded in 1957, UNLV is a doctoral-degree-granting institution comprised of approximately 30,000 students and more than 3,600 faculty and staff. To date, UNLV has conferred more than 152,000 degrees, producing more than 130,000 alumni around the world. UNLV? ?is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine.? UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.

Here at UNLV, we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Report's annual listing of the nation's most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.

For more information, visit us online at:? http://www.unlv.edu

COMMITMENT to DIVERSITY

The successful candidate will demonstrate?support for?diversity, equity and inclusiveness as well as participate in?maintaining?a respectful, positive work environment.

PROFILE of the DEPARTMENT/COLLEGE

Enrollment & Student Services (ESS) is a dynamic, complex, and innovative department that exemplifies national best-practices in student enrollment-related activities from recruitment through commencement.? Simply stated: this department is the one responsible for the university's enrollment.? With that charge, ESS strives to exceed every expectation to maximize enrollment, because nearly every university-related department or service is directly dependent upon our success for either the actual student headcount or the resources derived from it.

Within ESS, we utilize strategic and innovating programs, services, and solutions essential for to impact outreach, recruitment, enrollment, retention, and graduation of UNLV students. We are committed to provide the highest-caliber of student service. ESS team members communicate and collaborate with respect, enthusiasm, and empathy for all our partners, while listening and building relationships that exceed expectations in every possible instance.

COMMITMENT to DIVERSITY of the DEPARTMENT/COLLEGE

Our Core Values include:

• Student-Centered: Begin everything we do with a core commitment to change the lives of students and their communities through higher education.
• Diversity & Inclusion: Value and respect people of all backgrounds and support a diverse campus community and student body.
• Integrity: Demonstrate ethical practice, compliance, and decision-making that builds trust with our constituents at all times.
• Growth: Seek and deploy innovative solutions and technology-driven approaches to improve programs, services, and infrastructure that continuously improves student access and success.

BENEFITS

The University of Nevada Las Vegas offers a generous annual and sick leave package, medical and dental benefits, supplemental voluntary benefits, tuition assistance, and wellness programs. Visit our benefits page for a full listing.

ROLE of the POSITION

The Campus Relations Specialist (CRS) will report directly to the Assistant Director for Campus Relations and Visitor Experience (ADCRVE) under the direction of the Asst. Vice President for Undergraduate Admissions and Financial Aid Services. The primary purpose of this position is to provide direct support via chat and to create and curate knowledge articles, chat utterances and web articles in order to support the increase in both machine learning and agent knowledge in all chat and campus and visitor outreach (cases, email, phone) responses. This will in turn improve customer service and support for all stakeholders - students and staff alike - as it will reduce the number of communications escalated to the home office.

The ability to provide answers that are correct, direct, and concise are important chat support job responsibilities. Chat support agents only have a few lines to answer a question before it disappears in the chat window. Long-winded or rambling explanations will not help provide the customer any clarity and instead only increase the number of calls or emails home offices may have to respond to.

Successful support agents will need to be able to handle more than one chat at a time. For each chat, agents will need to reply to customer questions, research account activity and notes, troubleshoot any issues, provide supporting help documentation, and any number of other tasks. This means they'll need the ability to work through several problems simultaneously to be effective.

Additionally, recognizing written tone, asking for clarification, and acknowledging frustrations will ensure that the customer feels supported and help alleviate frustration. It will also be important to know how to potentially deescalate and also when an issue needs to be escalated beyond what the CRS is able to effectively and appropriate handle.

Finally, the CRS will serve as the front line for customer service for UNLV and will need to have a very wide breadth of campus programs, policies and processes. They will need to be able to research and navigate the UNLV website and external websites as necessary and be able to be proficient in all UNLV systems, the CRM, the SIS and other databases and platforms. Comfort and adaptability with technology and the ability to catch on to trends in issues and explain tech savvy solutions will be a necessity.

VACCINATION MANDATE POLICY

Per the Nevada System of Higher Education (NSHE) Emergency COVID-19 Employee Vaccination Policy, all NSHE employees must be vaccinated against COVID-19 or have an approved medical or religious waiver request.? All candidates for employment must have this information on file with Human Resources prior to their start date. Information about how the policy applies to new hires is now available on the COVID-19 Employee Vaccine Mandate webpage.??

MINIMUM QUALIFICATIONS

This position requires a Bachelor's degree from a regionally accredited college or university and 1-3 years of related professional experience or a Master's degree.? Credentials must be obtained prior to the start of employment.

Required Knowledge, skills and abilities:

• Strong customer service skills and student-centered mentality is required.???
• General understanding of higher education processes and pipelines

• Troubleshooting, conflict resolution and problem-solving
• Computer and Technology aptitude
• Ability to learn, retain and recall large amounts of information
• Strong time management and intrinsic motivation
• Sound assessment and decision making

• Excellent customer service and communication abilities - specifically in writing
• Positive and Optimistic attitude

PREFERRED QUALIFICATIONS

Preferred Knowledge, Skills and Abilities:

• Knowledge of UNLV specific program and campus information.
• Chat and/or other customer service experience
• Bilingualism

SALARY RANGE

Salary competitive with those at similarly situated institutions. Position is contingent upon funding.?

APPLICATION DETAILS

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.

Although this position will remain open until filled, review of candidates' materials will begin on May 2, 2022. Materials should be addressed to Wayne Pirtle, Search Committee Chair, and must be submitted through Workday, as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or UNLVJobs@unlv.edu.

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the "Find Jobs" process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, "R0130168" in the search box.

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

SAFETY AND SECURITY STATEMENT

UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.

EEO/AA STATEMENT

The University of Nevada - Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person's age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Discrimination on the basis of a protected class, including unlawful harassment, which is a form of discrimination, is illegal under federal and state law. Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible.

TITLE IX STATEMENT

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates.? Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. ?? 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106).? The University's commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment.? Inquiries concerning the application of these provisions may be referred to:? Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Box 451062, Las Vegas, NV 89154-1062, Frank and Estella Beam Hall (BEH) Room 553, Telephone: (702) 895-4055; Email: titleixcoordinator@unlv.edu, or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202-1100; Telephone: 1-800-421-3481 FAX: 202-453-6012; TDD: 1-800-877-8339; Email: OCR@ed.gov; or to both.??

Information pertaining to the University's grievance procedures and grievance process, including how to report or file a complaint of sex discrimination, how to report or file a formal complaint of sexual harassment, and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.

Job Category

Administrative Faculty

Required Attachment(s)

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted.