How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Job Summary
Department Summary:
UCC Vision: A campus where every student engages in cutting-edge career development services and there are no barriers to hinder student career success. Our vision is driven by a student-first approach that is adaptable to meet the ever-evolving needs of students, employers, and recruiters.
This is enabled through a highly collaborative campus career ecosystem that makes U-M's collective career services easily accessible and seamless for students, employers, and graduate/professional schools.
UCC Mission: In partnership with the University Career Center, students cultivate connections, discover interests, uncover strengths, build confidence, explore identities, solidify values, and consider career paths that prepare them to build fulfilling careers.
Position Summary:
Provide quality customer service to patrons, in-person, over the telephone, via email and through online systems to support the goals of a large, educationally-driven, student-oriented, fast-paced, comprehensive, state-of-the-art career services office. Lead out the information desk team. Monitor and strategize direct service logistics to ensure effective operations. Serve as a Handshake Super User to oversee the system's appointment features and Handshake access requests.
Responsibilities*
Customer Service/Student Development (40%)
- Serve as the primary, front-line client services staff providing information and assistance in a large, comprehensive, fast-paced office.
- Employ an educational approach to student interactions; Assist students in clarifying and articulating their questions; Address questions and make appropriate referrals from an informed, developmental perspective.
- Provide direct service to clients including information assistance, serving as a resource referral and scheduling appointments in-person, over the telephone and via e-mail.
- Take a leading role in developing customer service standards and models.
- Create a welcoming environment where students from the diverse campus community feel welcomed and included
- Manage questions, concerns, and challenges from students, alumni, university staff, prospective students, and parents
System Super User (30%)
- Serves as super user of the Handshake online recruiting platform, taking part in strategy sessions, contributing to resolving and reporting problems and assisting in maintaining the vendor relationship.
- Collaborate on learning all new Handshake student-focused product developments, educating the team on the options and offering recommendations as part of a team on ways to proceed.
- Manage student appointment process.
- Oversee and monitor appointment day-to-day operations.
- Modify processes as needed to meet demand.
- Stay abreast of system changes and options and bring suggestions to the team.
- Use sound judgment to make in-the-moment decisions on things like exceptions to policies and outreaching to staff to fill time-sensitive needs.
- Strategize how to optimize processes and the Handshake platform to create a seamless experience for students.
- Develop training manuals and coordinate training for new and current staff.
- Contribute to conversations that will ensure system features continue to meet the needs of stakeholders; test and evaluate upgrades; ensure the integrity, reliability, and availability of the system.
- Manage requests for student, alumni, and community member access to Handshake system by verifying enrollment status, working with university departments, and independently making decisions on access.
- Troubleshoot Handshake system issues with Handshake lead team.
- Liaise with Handshake users in other university schools and colleges.
- Assist in keeping student records clean by running monthly reports of client interactions missing staff notes.
- Manage Handshake access and permissions for UCC staff.
Supervision (10%)
- Select, train, develop and supervise a team of 3-6 student staff responsible for front line, quality customer service.
- Manage the information desk team to optimize daily operations including opening/closing the office, responding to emails/phone calls, managing appointments, and contributing to other office-wide projects.
- Serve on the Student Staff Supervisor Team.
Data Management (10%)
- Assist in keeping student records clean by running monthly reports of client interactions missing staff notes.
- Use Handshake analytics and Excel to pull regular reports to monitor appointment trends. Use reports and trends to strategize direct service operations.
- Create trend analyses on appointment operations such as no show rates, virtual v. in person appointments, unfilled appointment blocks, etc.
- Use the Handshake importer tool to add labels to students, archive students profiles, etc.
University Career Center Team (10%)
- Attend all staff meetings and staff announcements.
- Contribute to building a positive campus community that affirms and values all members.
- Provide special assistance to other areas of the office as delegated, including staffing major office events.
- Assist in planning and implementation of career fairs including, but not limited to, handling recruiters' questions, assembling event materials, staffing and publicity.
- Forward the mission and goals of unit and division within established set of organizational values.
- Promote the highest standards of the profession in accordance with the principles, ethics, and standards of ACPA, NASPA, NACE, and CAS, and established good practices in Student Affairs.
Required Qualifications*
- Bachelor's degree or equivalent combination of education and experience.
- Excellent customer service, communication, interpersonal and organizational skills.
- Experience working with fast-paced, high volume office
- Experience with word processing, spreadsheets, e-mail or calendar packages.
- Ability to work occasional weekday evenings.
Desired Qualifications*
- Understand University of Michigan Administrative processes and policies
- Understand University of Michigan Ann Arbor Campus Resources
- Experience with data management tool (for example, Handshake) or CRM
- Experience with project management
- Experience with supervision
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Additional Information
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
Relocation will not be offered for this role.
#studentlife
Position Responsibilities Criteria (leadership and behavioral qualities expected in this position):
- Proven track record of positive and friendly client interactions.
- Demonstrated ability to manage multiple tasks while maintaining high standards of quality and a positive demeanor.
- Ability to provide leadership in offering efficient and effective customer service models.
- Demonstrated ability to employ creativity and innovation in reaching a goal.
- Ability to work effectively with supervisors, peers, and clients in a high visibility role.
- Demonstrated commitment to customer service and teamwork.
- Ability to seek out and assimilate relevant information to disseminate to patrons.
- Ability and desire to contribute to building an inclusive and welcoming environment.
- Ability to obtain results while maintaining office harmony.
- Experience with task management and accurate record keeping
- Strong attention to detail
- Strong problem solving and appropriate independent decision-making skills
Working Conditions:
This position may be eligible for remote and/or flexible work opportunities at the discretion of the hiring department. Flexible work agreements are reviewed annually and are subject to change dependent on the business needs of the hiring department, throughout the course of employment.
Direct Reports:
Supervise a team of 3-6 student staff
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.
U-M EEO Statement
The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.