Inside Higher Ed is hiring: Enrollment Services Customer Services Manager in Riv

Overview

The Highlander One-Stop Shop (HOSS) is a centralized campus function for the Office of Undergraduate Admissions, Student Business Services, Office of the Registrar, Summer Sessions Department, and the Office of Financial Aid to maximize efficiency and streamline the customer experience. Under the leadership of the Associate Vice Chancellor of Enrollment Services and the direct supervision of the Assistant Director of Financial Aid, Customer Service, the HOSS Supervisor significantly impacts the success of the high-volume walk-in counter and the Highlander Port. This role ensures streamlined HOSS operations in a complex environment, meeting diverse student needs and effectively liaising with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials.

HOSS Information Specialists and department representatives serve as frontline resources, offering transparency and accessibility regarding procedures, policies, regulations, and programs in Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions.

Responsibilities

• Oversee the operation of the HOSS, maintain a clean and organized customer-facing area, and manage operational statistics and reports.
• Maintain appointment software, direct student flow, escalate issues, and promote a culture of collaboration, process improvement, active listening, and inclusion.
• Provide ongoing training for HOSS staff and create comprehensive reference and training materials.
• liaise with represented departments to ensure smooth processes and information transparency for students.

Salary and Employment Details

Salary range: $61,000.00 – $106,800.00 annually. The expected pay scale for this position is $61,000.00 – $73,000.00 annually. Salary offers are based on education, licensure and certifications, experience, and other business and organizational needs. Applicants must have current work authorization for a UCR staff position. Visa sponsorship is not available for this role. As a University employee, you will comply with applicable University policies and/or collective bargaining agreements and may be subject to government directives.

Qualifications and Requirements

• Current work authorization to accept a UCR staff position.
• Ability to work in a high-volume, customer-facing environment and coordinate cross-department collaboration.
• Strong organizational, training, and communication skills; experience with training material development is a plus.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Online Audio and Video Media

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