Details **Open Date** 01/29/2025 **Requisition Number** PRN41092B **Job Title** Manager, Program **Working Title** Admissions Customer Service Manager **Job Grade** D **FLSA Code** Administrative **Patient Sensitive Job Code?** No **Standard Hours per Week** 40 **Full Time or Part Time?** Full Time **Shift** Day **Work Schedule Summary** 40 hours per week, Monday through Friday, 8:00 a.m. to 5:00 p.m. Schedule may include occasional nights and weekend. **VP Area** Academic Affairs **Department** 00295 - Office of Admissions **Location** Campus **City** Salt Lake City, UT **Type of Recruitment** External Posting **Pay Rate Range** $45,000 - $47,000 **Close Date** 04/29/2025 **Priority Review Date (Note - Posting may close at any time)** **Job Summary** The Office of Admissions is a dynamic and growing organization committed to assisting future students learn about and enroll at the University of Utah. We are looking for passionate team members to help us expand our recruitment reach in- and out-of-state, continue to increase our new student enrollment, and shape the entering class. This position works in a team setting to assist in the development, implementation, and assessment of a variety of different activities including overseeing our Information Call Center and Welcome Center Front Desk, in-person events on- and off-campus, virtual events, and more. The Admissions Customer Service Manager will also oversee the management of the Call Center and Welcome Center student staff, who provide assistance to prospective and admitted students. This is a campus-based position located in the Emma Eccles Jones Welcome Center in the Carolyn and Kem Gardner Commons building, a state-of-the-art facility in the heart of campus. Salary will be dependent on experience. **Responsibilities** 1. Manages all aspects of the Admission Call Center and Welcome Center Front Desk including but not limited to: day to day operations, employee work schedules, prioritizing daily work activities, managing assessment and evaluation for the center, and recommending changes. 2. Provides Human Resources support by hiring student employees, overseeing and implementing training procedures, supervising student staff, evaluating performance and initiating disciplinary action. 3. Design and maintain a system to maintain quality and consistency of work and monitor the status of activities and assignments 4. Acts as liaison between the Office of Admission staff and prospective students including but not limited to updating and maintaining student records, communicating admissions criteria, and removing holds. Serves as a resource to identify, research and resolve problems and complaints. 5. Represent the Office of Admission at meetings and events. Build and maintain professional working relationships with campus partners, vendors and other stakeholders. Work collaboratively with other units, as appropriate, to support student services, enrollment and retention at the University. 6. Researches and evaluates processes, policies and procedures by analyzing data, implements necessary changes, and conducts trainings and professional development sessions as needed. 7. Participate in trainings, meetings, committees and other duties as assigned to support the Office of Admission 8. Maintain budget expenses for Admissions Call Center and Welcome Center Front Desk activities and monitors purchases to ensure compliance of all University fiscal policies, oversees billing accuracy and coordinates timely processing of all invoices. 9. Assist in planning and coordination for both in-person and virtual recruitment and yield events for prospective students and their guests including but not limited to goal setting, vendor collaboration, travel and venue coordination, event registration, event marketing and communication, staffing, ensuring excellent customer service, training, determining safety protocols, event equipment and supplies, and event data analysis. 10. Assist in maintaining a system of detailed event management information (event plans and schedules, budgets, contacts, post event analyses, timelines, etc.) to maintain quality and consistency of work and monitor the status of events, projects, and assignments. 11. Provide, support, and serve as back up for other areas within the Campus Experience team as need arises. 12. Some evening and weekend work required. Moderate physical activity required. 13. 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. **Work Environment and Level of Frequency typically required** Nearly Continuously: Office environment. **Physical Requirements and Level of Frequency that may be required** Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead. **Minimum Qualifications** Bachelor’s degree in a related field plus two years of related experience or equivalency (one year of education can be substituted for two years of related work experience). Demonstrated human relations and effective communication skills also required. Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description. **Preferences** + Possess a valid driver’s license and could be available to travel to off campus events.Experience using web-based platforms such as Slate by Technosolutions, PeopleSoft, and the Microsoft Office Suite. + Excellent customer service, communication, and interpersonal skills; demonstrated problem-solving and time-management skills; and data analysis skills. + Able to work independently and as part of a team. + Demonstrated ability to effectively communicate complex information to multiple audiences. + Excellent written and verbal communication skills. + Demonstrated leadership skills and the ability to take initiative, be resourceful, and perform with minimal supervision. + Strong skills in problem solving, multi-tasking, public relations, and customer service. + Detail orientated with demonstrated skills in effectively anticipating and organizing work priorities to meet and manage multiple pending deadlines and priorities. **Type** Benefited Staff **Special Instructions Summary** **Additional Information** 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. 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. 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 ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/ Online reports may be submitted at oeo.utah.edu 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.