Customer Service Representative

Salary

The annual salary for this position ranges from $34,900 to $41,999. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Essential Functions

• Answer incoming calls and provide excellent service with great attention to detail.
• Provide accurate, clear, and concise information to students, parents, and campus partners consistently.
• Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.
• Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties.

Financial Aid

• Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments.
• Reading and understanding financial accounts, including payments, charges, and refunds.

Admissions and Registrar

• Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc.
• Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation.
• Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.

Student Accounts

• Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers.
• Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.

Required Qualifications

• A high school diploma and a minimum of three (3) years customer service experience, or an equivalent combination of experience.

Preferred Qualifications

• Two (2) years of general office or administrative experience in higher education.
• Experience working in a contact center and bilingual proficiency in Spanish and English are strongly preferred.

Knowledge, Skills & Abilities

• Excellent written communication skills, including the ability to compose professional emails.
• Ability to learn and effectively use an integrated student information system (e.g., PeopleSoft) within six (6) months of hire.
• Proficiency with contact center tools such as softphones, headsets, and related software.
• Ability to operate standard office equipment, including copiers, scanners, and fax/laser devices.
• Strong attention to detail with the ability to manage information accurately across multiple systems.

Work Schedule

Monday through Thursday 8:00 a.m. through 5:30 p.m. and Friday 8:00 a.m. through 5:00 p.m.
This is an on campus, in person position at UTA, not hybrid or remote eligible.

Benefits Information

Position is benefit eligible: Yes
We are proud to offer a comprehensive benefits package to our employees at the University.

PreEmployment Background Check

It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University.

University Information

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu.