Front Line Services Representative

Full job description Job Summary: Come join our team in the Office of Admissions and Recruitment (OAR) within the Division of Enrollment Management at UW-Madison! We are admissions professionals dedicated to recruiting, admitting, and enrolling the next generation of UW-Madison undergraduates.


Under general supervision of the Front Line Services Manager, the incumbent is responsible for providing customer service to constituents through a variety of methods including: walk-in customers, telephone inquiries, email, and other on-line interactions. This staff member will be responsible for providing accurate information regarding admission expectations, application timelines, decision notifications, transfer credit evaluation process, and the University of Wisconsin-Madison in general. Using our software programs, this position will perform administrative functions in support of first-year, transfer, and re-entry admissions. The staff member will use their knowledge and expertise to critically analyze proper procedures and adherence to policy in carrying out a variety of process support and data entry tasks. A tactful, pleasant, professional, and efficient approach to communicating with both customers and admission office colleagues is required.


To learn more about working in OAR, please visit OAR's 'Join Our Team' website.
Responsibilities: Responsible for a variety of professional level work across a variety of administrative service areas including budget, finance, procurement, and human resources with impact across the institution in support of unit or institutional goals. 75% Implements and executes established policies and procedures for a designated work unit to adhere to unit objectives and to align with established strategies 5% Analyzes data and trends, compiles progress reports, and provides appropriate recommendations or conclusions in support of the assigned operational work unit(s) 5% Assists, recommends, and advises staff on unit or program administrative issues, personnel matters, and budgetary problems 5% Serves on committees and attends meetings, representing the interests of the unit or program 5% DEM is committed to the highest standard of service. This position will be a role model by practicing exemplary and respectful behaviors in all interactions. Participation in community and culture building activities are mandatory 5% Update and maintain CRM Templates in conjunction with other full-time staff Tasks: Provide exceptional customer service to in-person, email and telephone inquiries Provide call center, CRM and in-person support for Admissions Front Line services students and other professional staff. Serve as a lead, trainer and mentor to student staff Front desk questions/tasks may include: answering questions about UW-Madison Admissions, accepting & providing receipt for documents, providing direction to other on-campus locations, providing resources for self-guided campus tours Make recommendations for improvements and revisions to reception and customer service processes Understand office document workflow to facilitate appropriate routing of application materials, grade reports and transcripts, test scores, messages, and other application supporting materials Assist in the tracking and compilation of reports and presentations for call and CRM data Escalate questions to appropriate team members as necessary Utilize available technology to access prospective student, applicant, and current student records. This includes the PeopleSoft student information system (SIS), imaging technology, and other electronic records Institutional Statement on Diversity: Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.


The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.


Education: Preferred
Bachelor's Degree
Qualifications: Required:

Ability to work in-person, at the front desk, representing the Office of Admissions to the general public during standard business hours Ability to acquire an in-depth working knowledge of software programs (for example: SIS [Student Information System], Image-Now printing and workflow software, Internet applications, call center/VOIP tools, and on-line help tools such as Adobe Captivate). Ability to learn and adapt to a variety of office software Ability to learn how to manage all front desk tasks which may include, but is not limited to, answering incoming questions, providing information for on-campus resources, receiving documents, and elevating questions as appropriate to other OAR staff
Preferred:

Ability to understand and comply with the processes and corresponding responsibilities, dates, and deadlines of all admissions units Ability to retain and manage details pertaining to complex processes Excellent problem-solving skills to determine when questions should be elevated to a higher level Ability to excel in a high-paced environment where over 65,000 applications are processed Ability to work effectively both as a team member and independently Excellent organizational, interpersonal skills and customer service skills Outstanding oral and written communication skills Ability to understand and comply with the Family Educational Rights and Privacy Act (FERPA) Work Type: Full Time: 100%


It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.
Appointment Type, Duration: Ongoing/Renewable
Salary: Minimum $50,000 ANNUAL (12 months)
Depending on Qualifications
This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund. For a summary of benefits, please see
Additional Information: The Division of Enrollment Management (DEM) believes in our ability to contribute towards an ecosystem of innovation. Through this relentless desire for bold ideas, DEM leads a comprehensive strategic enrollment approach to attract, enroll, support, and graduate the most talented students. We foster equitable and seamless experiences, value research in practice, engage in responsible stewardship, provide inclusive support, collaborate, and increase access to higher education to accomplish our goals. With students firmly at the center of our actions, decisions, processes, and services, our work helps to deliver the impact of UW-Madison as a world-class institution that enriches communities across the globe.


The Division is comprised of a dedicated team of over 400 employees and includes the Office of Admissions and Recruitment, the Office of Student Financial Aid, the Student Success Through Applied Research (SSTAR) Lab, and the Office of the Registrar. DEM invests in the professional growth of their team members and is committed to the highest standard of service for students, colleagues, visitors and other stakeholders. Team members will serve as role models by practicing exemplary, respectful and inclusive behaviors in all of our interactions.
How to Apply: To apply for this position, click on the "Apply Now" button to start the application process. Applicants will be asked to upload a resume and cover letter outlining knowledge, skills, abilities and experience in or transferable to the listed required and/or preferred qualifications. If selected for a finalist interview, applicants are required to supply 3 references, including a current or most recent supervisor. No references will be contacted without advance notice. PDF documents preferred but not required. Anticipated start date is June 2024.


Applications must be received by Monday, April 1, 2024.


A criminal background check and sexual harassment/sexual violence questions will be conducted on all finalists.


Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment and must be able to sustain eligibility, without sponsorship, throughout the duration of their employment.
Contact: Heidi Updegrove


Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.
Official Title: Administrative Specialist(AD006)
Department(s): A05-ENROLLMENT MANAGEMENT/ADMISSIONS
Employment Class: Academic Staff-Renewable
Job Number: 295148-AS


The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.


Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.


The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).


The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.