A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The Call Center Representative serves as a public relations liaison between the general public, University personnel, and the Office of Undergraduate Admissions. Representatives provide admissions information, application status information, and inform callers regarding University policies and procedures. Calls, chats, and tracking tickets are used to convey this information.
The University of Michigan is a premier public research university with over 52,000 students, including more than 33,000 undergraduates, with a strong commitment to diversity, equity, inclusion, and affordability. U-M is in high demand, receiving nearly 93,000 undergraduate first-year and transfer applications in the fall of 2023 and enrolling 8,800 incoming students.
Reporting to the Provost and Executive Vice President for Academic Affairs, OEM manages U-M's enrollment function to efficiently optimize students' experiences throughout their engagement, from prospect to alumni. The division collaborates with campus partners, faculty, and staff to support the university's mission and commitment to academic quality, accessibility, diversity, equity, and inclusion.
OEM comprises a dedicated team of more than 200 full-time staff members and up to 400 additional student and temporary staff and is structured in five operational units - the Office of Undergraduate Admissions, the Office of Financial Aid, the Office of New Student Programs, the Office of the Registrar, and OEM Administration. OEM strives to provide excellence in access and support to diverse and inspiring learners who will challenge the present and enrich the future.
35% Answering incoming calls to the Office of Undergraduate Admissions call center regarding admissions requirements, policies, procedures, and application statuses. Handling and resolving customer concerns, questions, and complaints, as well as routing calls to the appropriate resource for resolution.
30% Staffing the Live Help chat system. Quickly and efficiently responding to chats from students, parents, and high school counselors. Answering multiple chats simultaneously.
25% Resolving tickets created through a University licensed ticketing system submitted by prospective students and/or applicants regarding their application status, admission
requirements, or admission status.
10% Other call center duties as assigned may include (but not be limited to) assisting withmaintaining and updating call center resource documents, and collecting, organizing and tabulating call center statistics.
- Graduation from highschool is required
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Experience with the college admissions process is preferred
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2-5 years of customer service experience is required, preferably in a call center or a similar professional customer service setting.
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Must be able to work well under pressure, in a fast-paced environment.
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Must be able to demonstrate resourcefulness, problem solving skills, and work well both independently and collaboratively.
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Demonstrated both excellent verbal and written communication skills.
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Skillful proficiency in typing with high accuracy is required.
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Adept computer skills, and experience with a multi-line call managing system is a plus.
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Ability to exercise professional judgment and maintain professional composure are required.
This is a full time, temporary (40 hr./week) or a part-time, temporary (20 hr./week) position that begins August 19, 2024 and ends in early May 2025.
Call Center hours of operation are from 8:00 AM to 5:00 PM, Monday through Friday. Our office is closed on weekends
Full time staff are hired to work 8 AM until 5 PM.
Part-time staff are hired for one of the following shifts: 8 AM - noon, 10 AM - 2 PM, or 1 PM - 5 PM. Part-time employees may be required to work full time during application surge periods (high volume times) beginning November 1st and extending until the end of April.
Following two weeks paid mandatory onsite training, remote working (from home) or continuing onsite working in the office, or a hybrid of these two work location modes may be an option for each employee.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.