Customer Service Representative

Customer Service Representative

The Customer Service Representative provides an exceptional experience performing a variety of administrative tasks; including but not limited to answering phones, addressing student concerns, providing guidance and assistance on a wide range of issues including but not limited to Financial Aid, Admissions, Registration, Student Accounts and Registrar.

• Answer incoming calls and provide excellent service with great attention to detail.
• Utilize tools/guides/resources and adhere to department/university policies and procedures when performing job duties.
• Provide accurate, clear, and concise information to students, parents, and campus partners consistently.
• Multitask (talk and type) simultaneously while speaking to callers/students; effectively managing call time during peak and low volume times.
• Perform work in one of the following areas:
  • Answer calls and emails responding to student inquiries and providing guidance regarding federal, state, and institutional grants on topics including, but not limited to aid payments, aid eligibility, account balances, verification processes, aid applications, and adjustments.
  • Reading and understanding financial accounts, including payments, charges, and refunds.
• Admissions:
  • Provide updates and information on admission application statuses, submitting transcripts, residency, transfer credit evaluation, etc.
  • Provide information to students regarding their records and registration, requesting transcripts, record changes, verifications, and graduation.
  • Communicate professionally with management via email or teams regarding issues with student file such as holds, admissions errors, issues with transcript orders, etc.
• Student Accounts and Registrar:
  • Must be able to analyze accounts, providing guidance on account balances, explanation of charges, refunds, processed payments, verifying financial aid, third-party payments, and/or tuition waivers.
  • Communicate professionally with management via email or teams regarding past due balances, enrollment holds with account balances, payment plans, etc.
• Document every interaction in MyMav according to set department guideline.
• Performs other duties assigned.

• Three (3) years of customer service experience or the equivalent combination of experience and education.

• Two (2) years of general office or administrative experience.
• Bi-lingual (Spanish and English).
• Experience/knowledge working with an integrated student information system such as People Soft, (or learn within six (6) months of hire).

• Must be able to communicate professionally via email.
• Must be able type and talk simultaneously.
• Basic knowledge of various MS Office software products such as Outlook, Word, and Excel.
• Ability to use various office equipment, contact center software, softphone, headset, copier, and laser/fax/copier.

It is the policy of The University of Texas at Arlington ( UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status.

The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to  or email ADADocs .

Number of Vacancies: 3