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

About this role

The University of Nevada, Las Vegas (UNLV) appreciates your interest in employment. We ask that you keep in mind the following when completing your application:   • Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.   • Required attachments are listed below on the posting. Your application will not be considered without the required attachments.   • Please note that applications must be submitted prior to the close of the recruitment.

Once a recruitment has closed, applications will no longer be accepted.  If you need assistance or have questions regarding the application process, please contact Human Resources at (702) 895-3504 or unlvjobs@unlv.edu .

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

ROLE of the POSITION 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 to meaningfully contribute to the institution's commitment to expand access, grow enrollment, and promote equitable student success.

As with all Academic Affairs positions, it is expected that this role will be filled by a person who subscribes to and exemplifies the university's core values in all interactions; demonstrates professionalism and collegiality; is collaborative and a team player; is ethical, transparent, and abides by all university, NSHE, and State laws, policies, and procedures as appropriate to the position; and embraces diversity, equity, and inclusion in ways that promote belongingness for students, faculty, staff, community partners, and campus guests. With administrative faculty positions, some evening and weekend work may be necessary and there may be occasional travel.

MINIMUM QUALIFICATIONS This position requires a Bachelor’s degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and 1-3 years of Related Professional Experience.   Credentials must be obtained prior to the employment start date.

ACCEPTED EQUIVALENCIES FOR DEGREE REQUIREMENT UNLV may consider additional relevant experience in place of formal education requirements: • In lieu of a bachelor’s degree, applicants may qualify with four additional years of relevant experience, or with an associate's degree plus two additional years of relevant experience. • For positions requiring a master’s degree, acceptable equivalents include:

Required Experience • 1 or more years of related professional experience or Master’s Degree

COMMITMENT to DIVERSITY and CAMPUS VALUES A successful candidate will support diversity, equity, and inclusiveness and contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit.

SALARY Salary competitive with those at similarly situated institutions. Contingent upon funding

BENEFITS OF WORKING AT UNLV • Competitive total rewards package including: • Paid time off, sick leave, and holidays • Excellent health insurance including medical, dental and vis

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