Admissions Front Desk Representative

Come join our team in the Office of Admissions and Recruitment within the Division of Enrollment Management at UW-Madison! We are admissions professionals dedicated to recruiting, admitting, and enrolling the next generation of UW-Madison undergraduates.

Under general supervision of the Front Line Services Manager, the incumbent is responsible for providing customer service to constituents through a variety of methods including: walk-in customers, telephone inquiries, email, and other on-line interactions. This position will be one of the primary team members at the Front Desk. This staff member will be responsible for providing accurate information regarding admission expectations, application timelines, decision notifications, transfer credit evaluation process, and the University of Wisconsin-Madison in general. In addition, this position will perform administrative functions in support of freshman, transfer, and re-entry admissions. Lastly, this role will also support the Operations team with certain duties depending on time of year, staffing needs and volume of work.

This temporary role will last approximately 6 months and may be extended based on need and/or funding. The expectation is that the TE (Temporary Employee) will work at least 20 hours per week, but preferably 24-29 hours per week; with 29 hours being the maximum weekly hours allowed. Hours worked must fall within the business hours of 8:00am - 4:30pm CT. Ideally, work should be scheduled in shifts no shorter than 4-hour increments.

Tasks for this position include:

• Provide exceptional customer service to in-person, email and telephone inquiries
• Work with OAR full time staff and student staff to answer all inquiries in an accurate, timely and professional manner
• Escalate questions to appropriate team members as necessary.
• Front desk questions/tasks may include: answering questions about UW-Madison Admissions, accepting & providing receipt for documents, providing direction to other on-campus locations, providing resources for self-guided campus tours
• Escalate questions to appropriate team members as necessary
• Answer emailed questions through the office customer relationship management system
• Work in call center and manage incoming questions over the phone
• Operations duties as assigned, including but not limited to: manual data entry, material matching, and audit review

• 5%--Demonstrates commitment and adherence to the University's mission and the Wisconsin Idea. Participation in related learning activities are mandatory

• 75%--Serves as first point of contact for individuals and groups providing basic organizational information via phone, in person, and through other communication mediums, routing more complex inquiries to the appropriate entities

• 5%--Tracks, stocks, orders, and inventories office supplies to ensure adequate materials are available for workplace operation

• 15%--Sends, receives, copies, and distributes communications to the appropriate entities according to established policies and procedures

• 0%--Schedules logistics and secures resources for meetings, conferences, travel, and work unit operations

Division of Enrollment Management, Office of Admissions and Recruitment (OAR)

$20 per hour minimum

• Ability to work in-person, at the front desk, representing the Office of Admissions to the general public during standard business hours
• Ability to acquire an in-depth working knowledge of software programs (for example: SIS [Integrated Student Information System], Image-Now printing and workflow software, Internet applications, call center/VOIP tools, and on-line help tools such as Adobe Captivate)
• Ability to learn and adapt to a variety of office software
• Ability to excel in a high-paced environment where over 65,000 applications are processed
• Ability to understand and comply with the processes and corresponding responsibilities, dates, and deadlines of all admissions units
• Candidate should be able to work at least 24 hours per week and no more than 29 hours per week (all hours are in-office between 8:15am - 4:30pm)
• Ability to retain and manage details pertaining to complex processes
• Ability to learn how to manage all front desk tasks which may include, but is not limited to, answering incoming questions, providing information for on-campus resources, receiving documents, and elevating questions as appropriate to other OAR staff
• Excellent problem-solving skills to determine when questions should be elevated to a higher level
• Ability to work effectively both as a team member and independently
• Ability to manage large amounts of repetitive data entry work with accuracy under time constraints
• Excellent organizational, interpersonal skills and customer service skills
• Outstanding oral and written communication skills
• Ability to understand and comply with the Family Educational Rights and Privacy Act (FERPA)

Bachelor's degree preferred

To apply for this position, click on the "Apply Now" button to start the application process. Applicants will be asked to upload a resume and cover letter outlining knowledge, skills, abilities and experience in or transferable to the listed required qualifications. If selected for a finalist interview, applicants are required to supply 3 references, including a current or most recent supervisor. No references will be contacted without advance notice. PDF documents preferred but not required.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States, (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment and must be able to sustain eligibility, without sponsorship, throughout the duration of their employment.

The Division of Enrollment Management (DEM) believes in our ability to contribute towards an ecosystem of innovation. Through this relentless desire for bold ideas, DEM leads a comprehensive strategic enrollment approach to attract, enroll, support and graduate the most talented students. We foster equitable and seamless experiences, value research in practice, engage in responsible stewardship, provide inclusive support, collaborate, and increase access to higher education to accomplish our goals. With students firmly at the center of our actions, decisions, processes, and services, our work helps to deliver the impact of UW-Madison as a world-class institution that enriches communities across the globe.

The Division is comprised of a dedicated team of over 400 employees and includes the Office of Admissions and Recruitment, the Office of Student Financial Aid, the Student Success Through Applied Research (SSTAR) Lab, and the Office of the Registrar. DEM invests in the professional growth of their team members and is committed to the highest standard of service for students, colleagues, visitors and other stakeholders. Team members will serve as role models by practicing exemplary and respectful behaviors in all of our interactions.

Heidi Updegrove, heidi.updegrove@wisc.edu

Relay Access (WTRS): 7-1-1. See Relay Service

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, click here.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.