Customer Advocate Spec

This position is responsible for providing general student support for prospective and current graduate students at the University of Utah. This will involve general knowledge of graduate admissions policies, evaluations procedures, and deadlines along with familiarity with other campus departments and resources. The employee will answer incoming phone calls from graduate applicants, students, 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 graduate admissions queries in person. In addition, they will provide a level of email support, answering foundational questions within the graduate inbox. Employees will also collaborate with other graduate admissions staff to provide answers and support for more detailed student queries, and may be asked to assist with other internal departmental questions and projects. Staff are required to be in the office; this is not a remote position. Due to the nature of this work, remote work is generally not possible.

Responsibilities

• Develop and maintain a general knowledge of graduate admissions policies, practices and deadlines along with knowledge of related resources
• Answer telephone queries relating to graduate admissions and provide general student and department support
• Provide in-person support to students visiting the office walk-up window
• Provide email support through the graduate inbox
• Collaborate with graduate admissions 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

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

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

All qualified individuals are strongly 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.