REVISED* Campus Relations Specialist, UNLV Enrollment Management, Campus Relations and Visitor R0151864

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The University of Nevada, Las Vegas invites applications for Campus Relations Specialist, UNLV Enrollment Management, Campus Relations and Visitor Experience [R0151864]

The Campus Relations Specialist (CRS) will report directly to the Assistant Director of Campus Relations under the direction of the Executive Director of Campus Relations and Visitor Experience. The primary purpose of this position is to provide direct support, analysis and advice via chat messaging, text messaging, phone and in-person visitors; to create and curate knowledge articles, chat utterances, and web articles in order to support the increase in both machine learning and agent knowledge in all chat, campus, and visitor outreach (cases, email, phone, and outbound call campaigns) responses.

This will in turn improve guest service and support for all stakeholders - students, guests, and staff alike - as it will reduce the number of communications escalated to the home offices. The ability to provide answers that are correct, direct, and concise are important campus support job responsibilities. Successful support agents will need to be able to handle navigating multiple avenues of support on both an assigned and as-needed basis.

This means being able to research account activities and notes, analyze, assess and troubleshoot different issues that may include escalations to other offices, provide supporting help documentation, and any number of other tasks to complete guest support. The CRS will need to be able to work through several problems simultaneously to be effective both to the guests and to the Campus Relations team.

Additionally, recognizing written tone, asking for clarification, acknowledging frustrations, and reassuring visitors that they will receive the assistance they seek - will ensure that the students, families and guests feel supported and help alleviate frustration. It will also be important to know how to potentially de-escalate and also when an issue needs to be escalated beyond what the CRS is able to effectively and appropriately handle.

Finally, the CRS will serve as the front line for student/customer service for UNLV and will need to know a very wide breadth of campus programs, policies, and processes. They will need to be able to research and navigate the UNLV website and external websites as necessary and be able to be proficient in all UNLV systems, the CRM, the SIS and other databases and platforms.

Comfort and adaptability with technology and the ability to catch on to trends in issues and suggest tech savvy solutions will be a necessity. All positions in Academic Affairs contribute to our core mission: to increase enrollment and promote equitable student success. By addressing systemic obstacles and implementing strategic services, programs, and support, this position will play a part in enhancing student enrollment, retention, successful progression, timely completion, and equitable outcomes, in order…