Campus Relations Specialist, UNLV Enrollment Management, Campus Relations and Visitor Experience [R0151864]

About the role

The University of Nevada, Las Vegas invites applications for Campus Relations Specialist, UNLV Enrollment Management, Campus Relations and Visitor Experience [R0151864].

Responsibilities

• Provide direct support, analysis and advice via chat messaging, text messaging, phone and in-person visitors.
• 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, campus, and visitor outreach (cases, email, phone, and outbound call campaigns) responses.
• Improve guest service and support for all stakeholders -- students, guests, and staff alike -- by reducing the number of communications escalated to the home offices.
• Handle multiple avenues of support on both an assigned and as-needed basis, including researching account activities and notes, analyzing, assessing and troubleshooting different issues, providing supporting help documentation, and completing guest support tasks.
• Work through several problems simultaneously to be effective both to the guests and to the Campus Relations team.
• Recognize written tone, ask for clarification, acknowledge frustrations, and reassure visitors that they will receive the assistance they seek.
• Potentially de-escalate issues and escalate beyond what the CRS is able to effectively and appropriately handle.
• Serve as the front line for student/customer service for UNLV and be knowledgeable about a wide breadth of campus programs, policies, and processes.
• Research and navigate the UNLV website and external websites as necessary and be proficient in all UNLV systems, the CRM, the SIS and other databases and platforms.
• Catch on to trends in issues and suggest tech-savvy solutions.

Requirements

• A Bachelor’s degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA).
• 1-3 years of Related Professional Experience.

Qualifications

• Professional experience or Master’s Degree.

Skills

• Comfort and adaptability with technology.
• Ability to catch on to trends in issues and suggest tech-savvy solutions.

Benefits

• Competitive total rewards package including: Paid time off, sick leave, and holidays.
• Excellent health insurance including medical, dental and vision.
• Comprehensive retirement plans and voluntary benefits programs.
• No state income tax.
• Tuition discounts at Nevada System of Higher Education (NSHE) schools.
• Tuition discounts for spouses, domestic partners, and dependents.

Pay

Salary competitive with those at similarly situated institutions.

Schedule

With administrative faculty positions, some evening and weekend work may be necessary and there may be occasional travel.