Student Services Representative

More than perhaps any other factor, the degree to which a university attracts and retains qualified students determines the success or failure of that institution. The Enrollment Management division is a key player in this activity and has a profound effect on the institution's success. Enrollment Management (EM) includes the following functional units: Office of Undergraduate Admissions, Graduate Enrollment Management, Financial Aid and Scholarships, Office of the University Registrar, Student Lifecycle Technology, Enrollment Marketing Communications, and Enrollment Management Services. The division is committed to developing a data-informed, forward-looking, comprehensive enrollment strategy that enables the institution to pursue strategic goals in an integrated and intentional manner.

The Enrollment Management Services (EMS) unit reports to the Vice Provost for Enrollment Management and provides front-line services to students on behalf of all the units within Enrollment Management, facilitates critical back-office processing, and provides overall project management support and office support for the organization. The goal of the center is to provide accurate, friendly, and consistent service to students, as well as proactively identify methods to enhance the student experience at the University by decreasing bureaucracy, reducing student bounce, and increasing student time to enable focus on academic endeavors.

This position reports to the EM Student Services team, which provides front-line services. Specifically, this position entails providing reliable service in response to questions and requests from current and/or prospective students, parents and/or guests via a variety of channels - phone, in person, email and chat. This position will be assigned both phones and in-person student service, both of which are fast-paced and high volume. This position is working in a hybrid environment that requires working from home when assigned to help with a fast-paced, high-volume phone service center, and working in the office when assigned to help with the walk-in traffic at the front desk.

KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 9 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees.

80% Student Service (32 hours per week)

• Utilize resource materials to accurately, quickly, and consistently answer questions concerning admissions, financial aid, and registrar.
• Greet students and other visitors and sets a positive tone for interaction demonstrating responsibility and respect for others.
• Respond to and solve service inquiries in a positive, professional, accurate, and timely manner via multiple channels including but not limited to phone, email, chat, and in-person, with the goal of minimizing office "bounce" and anticipating secondary service needs to determine the best course of action.
• Monitor admissions, registrar, financial aid, and student information systems email accounts via our ticketing system within TeamDynamix (TDX) and determine appropriate provision of service or escalation.
• Exhibit knowledge of important federal, state, and institutional deadlines and provide reminders to students as appropriate.
• Maintain knowledge of applicable policies and procedures for tasks within Enrollment Management departments and academic & business units.
• Provide educational advice to inform students of self-service functions and offer assistance in completing the process via self-service as needed.

10% Data Entry (4 hours per week)

• Complete basic data entry including but not limited to enrollment transactions, diploma delivery, document imaging/linking, and TDX service ticket creation/completion.
• Reviews submitted forms for completeness and accuracy.

5% Process Improvement (2 hours per week)

• Identify and define opportunities for service improvement based on feedback from various sources.
• Perform gap analysis on knowledgebase articles and submit updated or written articles for publishing in Hawk Help.
• Assess policies and procedures and offer feedback to supervisor on potential areas of improvement to reduce or eliminate barriers or redundancies.

5% Other Duties as assigned by supervisor (2 hours per week)

• Responsible for keeping materials stocked on the information displays, cooler, and daily upkeep of the 1502 Building - lobby.

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume
• List of three (3) professional references

Only complete applications will be considered.

Application review begins September 22, 2025. and will continue until a qualified pool of applicants are identified.

Richelle Chaney
rchaney@ku.edu
785-864-5470

36,000

Monday September 22, 2025

Monday October 13, 2025