Job details

Residency Customer Advocate

This position is responsible for providing general student support for prospective and current students regarding their residency for tuition purposes at the University of Utah. This will involve general knowledge of residency policies, procedures and deadlines along with familiarity with other campus departments and resources. The employee will answer incoming phone calls from students, family members and department representatives and provide answers to customary questions such as application status, submissions deadlines, required documentation, etc. They will also provide general support at the office walk-up window, assisting students with residency queries in person. In addition, they will provide a level of email support, answering foundational questions within the residency inbox. Employees will collaborate with other staff to provide answers and support for more detailed student queries and may be asked to assist with other internal departmental questions.

Staff are required to be in the office; this is not a remote position.

Responsibilities

Develop and maintain a general knowledge of in-state tuition residency policies, practices and deadlines along with related resources
Answer telephone queries relating to in-state tuition residency and provide general student and department support
Provide in-person support to students visiting the office walk-up window
Provide email support through the residency inbox
Collaborate with in-state tuition residency staff to provide detailed student support when needed
Attend all-staff training sessions and area meetings as instructed by supervisor
Resolve problems and complaints by researching and locating other sources to assist in solutions
Collaborate and assist with department projects and objectives when requested
Demonstrate excellent customer service and effective communication skills
Complete tasks assigned by supervisor in a timely manner
Other duties as assigned

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Minimum Qualifications

Required
Two years of experience in communications, customer service, or equivalency (one year of education can be substituted for two years of related work experience).

Preferred
Experience with Epic and Outlook.

Preferences

Type

Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.

Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:

Director/ Title IX Coordinator

Office of Equal Opportunity and Affirmative Action (OEO/AA)

383 University Street, Level 1 OEO Suite

Salt Lake City, UT 84112

801-581-8365

oeo@utah.edu

Online reports may be submitted at oeo.utah.edu

For more information: https://www.utah.edu/nondiscrimination/

To inquire about this posting, email: employment@utah.edu or call 801-581-2300.

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* Do you have two years of experience in communications, customer service, a related medical field, or the educational equivalency.
- Yes
- No

Applicant Documents

Required Documents

Resume

Optional Documents

Cover Letter

Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169

Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission

Open Date

05/05/2023

Requisition Number

PRN34861B

Job Title

Customer Advocate Spec

Working Title

Residency Customer Advocate

Job Grade

UGR

FLSA Code

Nonexempt

Patient Sensitive Job Code?

Standard Hours per Week

Full Time or Part Time?

Full Time

Shift

Day

Work Schedule Summary

Monday-Friday, 8am – 5pm in office only

VP Area

Academic Affairs

Department

00295 - Office of Admissions

Location

Campus

City

Salt Lake City, UT

Type of Recruitment

External Posting

Pay Rate Range

$16.50

Close Date

Open Until Filled

Yes

By University of Utah

The University of Utah fosters student success by preparing students from diverse backgrounds for lives of impact as leaders and citizens. We generate and share new knowledge, discoveries, and innovations, and we engage local and global communitie...

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FUNDING

Nonprofit

INDUSTRY

Colleges & Universities

TEAM SIZE

10000+

LOCATION

Hybrid, based in Salt Lake City, UT

DATE POSTED