Lead One Stop Representative

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. Essential Functions 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. Required Qualifications 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. Preferred Qualifications Bachelor's degree. Experience working in a One Stop or integrated student services environment. Experience supporting admissions, financial aid, student accounts, registrar, or related enrollment functions. Experience training, mentoring, or leading staff. Bilingual proficiency. Knowledge, Skills & Abilities 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. Work Schedule Monday through Friday; 8:00am through 5:00pm Requires occasional evening or weekend hours. Not remote/hybrid eligible. Benefits Information Position is benefit eligible: Yes We are proud to offer a comprehensive benefits package to our employees at the University. #J-18808-Ljbffr The University of Texas at Arlington