Outreach and Communication Supervisor,Residency Admissions Processing Job Salt Lake City Utah USA,Customer Service/HelpDesk

Outreach and Communication Supervisor, Residency Admissions Processing

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 varied questions, considerations, and needs as the U develops new academic programs, changes its scholarship structure, and recruits students from herein Utah, across the United States, and around the world. This has led to a higher need for customer support in the Residency for Tuition Purposes team with Admissions-Operations.

Daily

Task supervision

The Outreach and Communication Supervisor will serve as a member of the Residency leadership team alongside an Area Supervisor and the Residency Officer (team manager). This position supervises a small team of student clerks. All of this direct partnership and supervisory work is focused on improved communications across the board; improvements to how Residency communicates with the rest of the University of Utah, to how we communicate with clients.

Communications

This position works directly with students, parents and both campus and community partners (in addition to the supervisory role on the team), and they will utilize the broad array of communication tools available for our use in order to accomplish this goal, our phone system, our website, published materials and handouts, Zoom, Microsoft Teams and Outlook, Slate (email and SMS), as well as in-person presentations.

Hiring

Participates with reviewing and interviewing applicants as needed in conjunction with the Residency Officer and Area Supervisor.

Customer Service

Handles escalated inquiry or customer service needs, from students, campus partners, and staff, in conjunction with the Residency Officer and Area Supervisor.

Responsibilities

Supervising and training student clerks

Arrange clerk staff scheduling, including in office/remote schedules, email inbox management, and phone schedules, all to maintain coverage

Providing direct customer service as needed

Understanding division practices, deadlines, and policies to help educate applicants, their families, and campus partners

Tabling at Residency and/or campus events (e.g., bi-weekly Residency Q&A Zoom sessions online, periodic Residency virtual policy presentations, Utah Bound orientation, Discover the U, Choose the U, school recruiting and informational fairs, 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

Serve as a resource to identify, research and resolve problems and complaints

With the Residency Officer and Area Supervisor, addresses escalated cases and queries, including coordinating team projects to address emergent issues

Develops email templates, Slate "snippets", and other communications as needed for customer service

Participate in interviewing, hiring, and onboarding processes for new residency employees

Maintain a set, pre-determined schedule of in-office days and remote work days. Scheduled in-office days must be maintained 3 days per week at a minimum (barring holidays/office closure); however, as workflow demands arise, more in-office scheduled days should be planned, up to and including 5 business days a week. This office-remote schedule will be planned in conjunction with the Residency Officer on a regular basis.

Assist other areas as requested

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 one year 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 admissions practices of the University of Utah

Requisition Number: PRN
46204B

Full Time or Part Time? Full Time

Department: 00295 - Office of Admissions

Location:

Campus

Pay Rate Range: $19.25

Close Date: 12/11/2026