The Senior Student Enrollment Associate serves as the primary point of contact for students, alumni, parent, faculty, and staff. They handle inquires via inbound calls, live chats, and face-to-face interactions, covering a range of topics including Admissions, Financial Aid Scholarships, Records and Registration, and other relevant departments at UNM.

Key Responsibilities:

• Research diverse questions and issues in real-time, providing accurate and timed responses to Customers.
• Deliver exceptional customer service, demonstrating a positive attitude, empathy, and problem-solving skills.
• Handle de-escalation of conflicts effectively and maintain professionalism in all interactions.
• Document customer interactions thoroughly for reference and historical purposes.
• Work collaboratively in a team environment to achieve high customer satisfaction and team goals.
• Maintain confidentiality and integrity while upholding UNM's standards of excellence in customer service.

Success Metrics:

• High customer satisfaction ratings.
• Productivity in handling calls and live chats.
• Contribution to a positive team environment and achievement of team goals.

See the Position Description for additional information.

High school diploma or GED; at least 7 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

• Experienced with effective workplace communications (written/verbal), leadership, problem solving, conflict resolution, and customer service skills.
• Ability to multitask and be adaptive to flexible assignments as business needs require during high call volume and Live-chats.
• Experience and/or direct knowledge and familiarization with higher education (college/university) with emphasis in Admissions, Financial Aid, Scholarships, Records & Registration and other related student services.
• Previous experience in a customer service and contact center environment preferred.
• Strong computer skills that demonstrate efficiency, speed, and accuracy.
• Unwavering commitment to strict confidentiality of work-related information, material, and customer service.

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.