Student Response Specialist (Remote)

The University of Arizona Global Campus (UAGC) Student Response Specialist is a dynamic and rewarding full-time employment opportunity, reporting directly to the Director of the Student Response Center. As a vital member of our team, you will play a crucial role in supporting our prospective student outreach efforts, ensuring exceptional service delivery seven days a week. We own the first contact, first impression and the first opportunity to deliver above and beyond student experiences.

Aligned with the incoming inquiry demand, our operating hours are flexible to ensure our potential students receive timely and personalized assistance. Your primary responsibility as a Student Response Center Specialist will be to qualify potential students, determining their eligibility that is their first step in the enrollment process.

Duties & Responsibilities

• Engage and interact with potential students via inbound outbound phone calls and chat actively listen to their inquiries and evaluate their eligibility to advance to enrollment advisor.
• Utilize effective questioning techniques to gather relevant information, assess prospective students' skills, interests, and goals, and provide accurate guidance on available program options.
• Demonstrate exceptional communication skills to create a positive and professional first impression, fostering enthusiasm among potential students and inspiring them to pursue their educational aspirations at UAGC.
• Collaborate closely with the Director of the Student Response Center and other team members to enhance and streamline outreach strategies, ensuring seamless coordination between various departments.
• Maintain comprehensive and accurate records of all interactions and outcomes, utilizing CRM systems and databases effectively.
• Stay updated on UAGC's academic programs, admission requirements, and enrollment processes, participating in regular training sessions and professional development opportunities.
• Deliver unparalleled customer service by promptly addressing inquiries, concerns, and complaints, creating a supportive and welcoming environment for all prospective students.
• Thrive as a team player in a high-paced environment requiring a combination of effective communication, collaboration, adaptability, and a focus on collective success.
• Meet and exceed in departments Key Performance Indicators (KPIs) by aligning personal goals with the department's objectives and staying informed about the relevant metrics.
• Reliable attendance, strong work ethic, positive attitude, and open to coaching and learning
• Compliance with all internal and external regulatory policies, procedures, and trainings.
  
  

Knowledge, Skills, And Abilities

• Previous experience in a customer service or sales-oriented role, with proven success in building rapport with individuals over the phone.
• Excellent verbal communication skills, including active listening, effective questioning, and clear articulation.
• Strong interpersonal skills, with the ability to connect with a diverse range of individuals and make them feel comfortable and valued.
• Highly organized and detail-oriented, capable of multitasking and managing multiple priorities simultaneously.
• Proficient computer skills, including experience with CRM systems, databases, and Microsoft Office Suite.
• A team player, who can work both independently and collaboratively
• Navigate multiple systems, learn new tools and effectively troubleshoot
• Complete discretion and confidentiality in the handling of all business relations
  
  

Minimum Qualifications

• High school diploma or equivalent, or equivalent learning attained through experience required.
• Minimum of 3 years of relevant experience, or equivalent combination of education and work experience.
• Flexible and adaptable, willing to work weekends and evenings as required to meet the demands of potential student outreach.
  
  

Preferred Qualifications

• +1 years of in high-volume Call Center, Customer and/or Sales experience
• Multi-Line and Predictive Auto-Dialer experience
  
  

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs.

Rate of Pay: $18.15 - $22.69

Compensation Type: Hourly at 1.0 full-time equivalence (FTE)

Grade: 4

Compensation Guidance

The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting.  The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.

The Grade Range Minimum, Midpoint, and Maximum Fields listed below represent a full range of career compensation growth over time in this position and grade. Each unit typically sets starting pay between minimum and midpoint upon hire. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide (https://talent.arizona.edu/sites/default/files/Applicant_Guide_to_Compensation.pdf) and our Total Rewards Calculator (https://hr.arizona.edu/employees-affiliates/compensation/total-rewards-calculator) .

Grade Range Minimum: $18.15

Grade Range Midpoint: $22.69

Grade Range Maximum: $27.22

Career Stream and Level: OC2

Job Family: Student Contact Center Support

Job Function: Student Services

For more information regarding this position, please contact us at careers@uagc.edu .

UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.