Customer Service Manager, Enrollment Services

Customer Service Manager, Enrollment Services

The Highlander One-Stop Shop (HOSS) is a centralized campus function for the Office of Undergraduate Admissions, Student Business Services, Office of the Registrar, Summer Sessions Department, and the Office of Financial Aid to maximize efficiency and streamline the customer experience. Under the leadership of the Associate Vice Chancellor of Enrollment Services and the direct supervision of the Assistant Director of Financial Aid, Customer Service, the HOSS Supervisor significantly impacts the success of the high-volume walk-in counter and the Highlander Port. This role ensures streamlined HOSS operations in a complex environment, meeting diverse student needs and effectively liaising with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials. HOSS Information Specialists and department representatives serve as frontline resources, offering transparency and accessibility regarding procedures, policies, regulations, and programs in Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Responsibilities include the overall operation of the HOSS, maintaining a clean and organized customer-facing area, managing operational statistics and reports, maintaining appointment software, directing student flow, escalating issues, and promoting a culture of collaboration, process improvement, active listening, and inclusion.

Educational Requirements

Bachelor's degree in related area and/or equivalent experience/training. Required

Experience Requirements

4 - 7 years of related experience. Required

Previous supervisory/managerial experience. Preferred

Special Conditions

Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations. Required

Minimum Requirements

Working knowledge of customer service.

Interpersonal skills to effectively motivate others.

Skills to evaluate issues and identify resolution.

Verbal and written communication skills.

Ability to effectively manage multiple priorities.

Customer service experience and skills in providing coaching direction and guidance to customer service representatives.

Demonstrated ability to lead.