Campus Relations Specialist, UNLV Admissions – Campus Relations and Visitor Experience [R0140221]

The University of Nevada, Las Vegas invites applications for Campus Relations Specialist, UNLV Admissions – Campus Relations and Visitor Experience [R0140221]

ROLE of the POSITION

The Campus Relations Specialist (CRS) will report directly to the Assistant Director for Campus and Visitor Relations (ADCVR) under the direction of the Asst. Vice President for Undergraduate Admissions and Financial Aid Services. The primary purpose of this position is to provide direct support via chat and to create and curate knowledge articles, chat utterances and web articles in order to support the increase in both machine learning and agent knowledge in all chat and campus and visitor outreach (cases, email, phone) responses. This will in turn improve customer service and support for all stakeholders — students and staff alike — as it will reduce the number of communications escalated to the home office.

The ability to provide answers that are correct, direct, and concise are important chat support job responsibilities. Chat support agents only have a few lines to answer a question before it disappears in the chat window. Long-winded or rambling explanations will not do the customer any service and instead only increase the number of calls or emails home offices may have to respond to.

Successful support agents will need to be able to handle more than one chat at a time. For each chat, agents will need to reply to customer questions, research account activity and notes, troubleshoot any issues, provide supporting help documentation, and any number of other tasks. This means they’ll need the ability to work through several problems simultaneously to be effective.

Additionally, recognizing written tone, asking for clarification, and acknowledging frustrations will ensure that the customer feels supported and help alleviate frustration. It will also be important to know how to potentially deescalate and also when an issue needs to be escalated beyond what the CRS is able to effectively and appropriate handle.

Finally, the CRS will serve as the front line for customer service for UNLV and will need to have a very wide breadth of campus programs, policies and processes. They will need to be able to research and navigate the UNLV website and external websites as necessary and be able to be proficient in all UNLV systems, the CRM, the SIS and other databases and platforms. Comfort and adaptability with technology and the ability to catch on to trends in issues and explain tech savvy solutions will be a necessity.

MINIMUM QUALIFICATIONS

This position requires a Bachelor’s Degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and 1-3 Years of Experience. A Master’s Degree may be substituted for 1 year of work experience.  Credentials must be obtained prior to the start date.

• General understanding of higher education processes and pipelines
• Troubleshooting, conflict resolution and problem-solving
• Computer and Technology aptitude
• Can learn, retain and recall large amounts of information
• Strong time management and intrinsic motivation
• Sound assessment and decision making
• Excellent customer service and communication abilities — specifically in writing
• Positive and Optimistic attitude

PREFERRED QUALIFICATIONS

• UNLV specific program and campus information
• Chat, student service, and/or other customer service experience
• Bilinguialism

COMMITMENT to DIVERSITY

The successful candidate will demonstrate support for diversity, equity and inclusiveness as well as participate in maintaining a respectful, positive work environment.

SALARY RANGE

Salary competitive with those at similarly situated institutions.

BENEFITS OF WORKING AT UNLV

• Generous compensation packages, up to 48 days of paid time off, sick leave, and holidays
• Excellent health insurance including medical, dental and vision
• No state income tax
• Comprehensive retirement plans and voluntary benefits programs
• Tuition discounts at Nevada System of Higher Education (NSHE) schools
• Tuition discounts for spouses, domestic partners, and dependents

PERKS

• Flexible work schedule (depending on your department)
• Employee recognition and appreciation programs
• Personal and professional development opportunities
• UNLV athletics ticket discounts
• Statewide employee purchase program discounts
• RebelCard discounts on and off campus
• Wellness programming for all UNLV faculty and staff at no cost
• Opportunity for career advancements to leadership roles

HOW TO APPLY

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.

Although this position will remain open until filled, review of candidates’ materials will begin on February 1, 2024.

Materials should be addressed to Search Committee Chair, and must be submitted through Workday, as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or [email protected] .

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Find Jobs” process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type “Find Jobs” in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, “R0140221” in the search box.

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

PROFILE of the UNIVERSITY

Founded in 1957, UNLV is a doctoral-degree-granting institution of approximately 30,000 students and more than 3,600 faculty and staff. To date, UNLV has conferred more than 152,000 degrees, producing more than 130,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity. The university is committed to recruiting and retaining top students and faculty, educating the region’s diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.

Here at UNLV, we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Report’s annual listing of the nation’s most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.

For more information, visit us on line at: http://www.unlv.edu

EEO/AA STATEMENT

The University of Nevada – Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person’s age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Discrimination on the basis of a protected class, including unlawful harassment, which is a form of discrimination, is illegal under federal and state law. Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible.

TITLE IX STATEMENT

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. §§ 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Box 451062, Las Vegas, NV 89154-1062, Frank and Estella Beam Hall (BEH) Room 553, Telephone: (702) 895-4055; Email: [email protected] , or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202-1100; Telephone: 1-800-421-3481 FAX: 202-453-6012; TDD: 1-800-877-8339; Email: [email protected] ; or to both. 

Information pertaining to the University’s grievance procedures and grievance process, including how to report or file a complaint of sex discrimination, how to report or file a formal complaint of sexual harassment, and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.

SAFETY AND SECURITY STATEMENT

UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.

JOB CATEOGRY

Administrative Faculty

Required Attachment(s)

Letter of interest, detailed resume listing qualifications and experience, and the names, addresses, and telephone numbers of at least three professional references.

UNLV is an Equal Opportunity / Affirmative Action educator and employer committed to achieving excellence through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, age, creed, national origin, veteran status, physical or mental disability, sexual orientation, genetic information, gender identity, gender expression, or any other factor protected by anti-discrimination laws. The University of Nevada, Las Vegas employs only United States citizens and non-citizens lawfully authorized to work in the United States. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.