Lead One Stop Representative

About the role

Purpose of Position The One Stop Representative Lead serves as a senior member of the One Stop team and provides advanced support for enrollment-related services. This position assists with training, onboarding, quality assurance, and daily operations while serving as a resource for staff and addressing complex student inquiries. The Lead supports a student-centered service model by ensuring accurate, consistent, and efficient service delivery across enrollment management functions.

Responsibilities

• Provides advanced frontline support and resolves complex student, family, and stakeholder inquiries related to enrollment services.
• Serves as a resource for One Stop staff by providing guidance, training, coaching, and day-to-day operational support.
• Assists with onboarding, cross-training, quality assurance, and the development of procedures and knowledge resources.
• Monitors service trends, identifies process improvements, and assists leadership with operational initiatives and reporting.
• Handles escalated issues and coordinates resolution with Enrollment Management partners.
• Participates in outreach activities, presentations, orientations, training sessions, special events, and continuous improvement initiatives that enhance the student experience and service delivery model.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent and four (4) years of experience in customer service, student services, enrollment management, a call center, or a related field.

Qualifications

• Bachelor's degree (preferred).
• Experience working in a One Stop or integrated student services environment (preferred).
• Experience supporting admissions, financial aid, student accounts, registrar, or related enrollment functions (preferred).
• Experience training, mentoring, or leading staff (preferred).
• Bilingual proficiency (preferred).

Skills

• Customer service and interpersonal skills.
• Effective verbal and written communication skills.
• Problem-solving and decision-making skills.
• Organizational skills and attention to detail.
• Ability to train and mentor staff.
• Ability to maintain confidentiality.
• Proficiency with technology and office software.

Schedule

Work Schedule Monday through Friday; 8:00am through 5:00pm. Requires occasional evening or weekend hours. Not remote/hybrid eligible.

Benefits

Position is benefit eligible: Yes. We are proud to offer a comprehensive benefits package to our employees at the University. https://www.uta.edu/hr/employee-benefits