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 more diverse questions, considerations, and needs as the U develops new academic programs, changes its scholarship structure, and recruits students from down the street and around the world. This has led to a higher need for customer support in Undergraduate Admissions Operations. The Outreach and Communication Supervisor will serve as a member of the Undergraduate Processing leadership team alongside two Area Supervisors and the Associate Director. They work directly with campus partners and applicants, while also supervising a small team of student clerks and receiving training in undergraduate admissions policies and procedures.

After 90 days of in-person employment with the Office of Admissions, this becomes a hybrid position; due to business needs, the Outreach and Communication Supervisor must work in-office at least 3 days per week.

Responsibilities

• Supervising and training student clerks
• Coordinating phone, window, and email coverage, providing direct customer service as needed
• Understanding division practices, deadlines, and policies to help educate applicants, their families, and campus partners
• Tabling at campus events (e.g., Utah Bound orientation, Discover the U, College of Fine Arts Auditions, 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
• Supporting the Admissions Recruitment team through Teams chat and attending relevant meetings
• 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 two years 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 undergraduate admissions practices of the University of Utah