Outreach and Communication Supervisor, Residency Admissions
Processing
Job Summary
The U has seen increases in application numbers and incoming class
size year-over-year with goals of continued growth. Additionally,
the students and families we serve have varied questions,
considerations, and needs as the U develops new academic programs,
changes its scholarship structure, and recruits students from here
in Utah, across the United States, and around the world. This has
led to a higher need for customer support in the Residency for
Tuition Purposes team with Admissions-Operations.
Daily Task supervision:
The Outreach and Communication Supervisor will serve as a member of
the Residency leadership team alongside an Area Supervisor and the
Residency Officer (team manager). This position supervises a small
team of student clerks. All of this direct partnership and
supervisory work is focused on improved communications across the
board; improvements to how Residency communicates with the rest of
the University of Utah, to how we communicate with clients.
Communications:
This position works directly with students, parents and both campus
and community partners (in addition to the supervisory role on the
team), and they will utilize the broad array of communication tools
available for our use in order to accomplish this goal, our phone
system, our website, published materials and handouts, Zoom,
Microsoft Teams and Outlook, Slate (email and SMS), as well as
in-person presentations.
Hiring:
Participates with reviewing and interviewing applicants as needed
in conjunction with the Residency Officer and Area
Supervisor.
Customer Service:
Handles escalated inquiry or customer service needs, from students,
campus partners, and staff, in conjunction with the Residency
Officer and Area Supervisor.
Responsibilities
- Supervising and training student clerks
- Arrange clerk staff scheduling, including in office/remote
schedules, email inbox management, and phone schedules, all to
maintain coverage
Providing direct customer service as needed
Understanding division practices, deadlines, and policies to
help educate applicants, their families, and campus partners
Tabling at Residency and/or campus events (e.g., bi-weekly
Residency Q&A Zoom sessions online, periodic Residency virtual
policy presentations, Utah Bound orientation, Discover the U,
Choose the U, school recruiting and informational fairs, etc.)
Collaborating with the Admissions Call Center and Enrollment
Management Marketing & Communications team to ensure consistent
messaging and customer support
Tracking escalated phone calls/emails; resolving if possible
and coordinating with upper management when necessary
Serve as a resource to identify, research and resolve problems
and complaints
With the Residency Officer and Area Supervisor, address
escalated cases and queries, including coordinating team projects
to address emergent issues
Develops email templates, Slate "snippets", and other
communications as needed for customer service
Participate in interviewing, hiring, and onboarding processes
for new residency employees
Maintain a set, pre-determined schedule of in-office days and
remote work days. Scheduled in-office days must be maintained 3
days per week at a minimum (barring holidays/office closure);
however, as workflow demands arise, more in-office scheduled days
should be planned, up to and including 5 business days a week. This
office-remote schedule will be planned in conjunction with the
Residency Officer on a regular basis.
Assist other areas as requested
Other duties as assigned
Minimum Qualifications
Five years of experience in a related field, with two of those
years working as a supervisor, or equivalency (one year of
education can be substituted for one year of related work
experience); knowledge of related trade or department specific
equipment, systems and procedures. Demonstrated organizational,
human relations and effective communication skills are also
required. Some areas of assignment may require additional
experience, specific licensures or registrations.
Applicants must demonstrate the potential ability to perform the
essential functions of the job as outlined in the position
description
Preferences
- Preference will be given to candidates familiar with the
admissions practices of the University of Utah
Special Instructions
Requisition Number: PRN46204B
Full Time or Part Time? Full Time
Work Schedule Summary:
Department: 00295 - Office of Admissions
Location: Campus
Pay Rate Range: $19.25
Close Date: 12/11/2026
Open Until Filled:
To apply, visit https://apptrkr.com/9825390"">https://utah.peopleadmin.com/postings/209192
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