Customer Support Supervisor, Academic Advising

Location: San Antonio, TX
Regular/Temporary: Regular
Job ID: 12883
Full/Part Time: Full Time

Org Marketing Statement

The University of Texas at San Antonio is a Tier One research university and a Hispanic Serving Institution specializing in cybersecurity, health, fundamental futures, and social-economic transformation. With more than 35,000 students, it is the largest university in the San Antonio region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public service, and with an intentional focus on career readiness the university produces more graduates for the workforce than any other institution in the region. It is a catalyst for socioeconomic development and the commercialization of intellectual property - for Texas, the nation and the world. UTSA has been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UTSA Today or on X (formerly Twitter), Instagram, Facebook, YouTube or LinkedIn.

In 2024, the UT System Board of Regents authorized UT System to begin integrating UTSA and UT Health San Antonio into one unified institution, establishing a world-class university that integrates academic, research, and clinical excellence to build a profoundly impactful university of the future. Driven by a vision for growth and impact, this merger will expand capacity to offer robust undergraduate and graduate programs, attract top-tier faculty and staff, develop innovative initiatives, and elevate transdisciplinary research to address the evolving needs of the region.

Posting End Date: Applications will be accepted through 11:59 PM CDT on 12/10/2024. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications have been received.

Salary Range: Up to $35,880 annualized, commensurate with education, experience and qualifications.

Hours: up to 40 hours per week, exempt.

Required Application Materials:

• Resume and Cover letter required (must be in PDF format).

Essential Functions

Job Summary

Function: Responsible for providing training to student employees to ensure appropriate procedures are understood and followed, including the handling of customer concerns regarding all Academic Advising service areas and efficient delivery of quality service.

Scope: Provides supervision of student employees and compliance with institutional policies and regulations.

Core Responsibilities

• Provide daily management of call center student employees to ensure proper staffing and effective operations.
• Supervises and trains student staff. Establish organizational policies and operating procedures. Plans, organizes, and coordinates daily administrative assignments.
• Use initiative and independent judgment to relieve supervisor of administrative matters and decisions. Assist administrators in establishing and attaining departmental goals and objectives.
• Creates and maintains student employees semester work schedules and timesheets.
• Perform regular evaluations of call center student employees.
• Monitor and evaluate quality of services provided to customers.
• Identify and address areas for improvement through coaching and mentoring.
• Assist with identifying and implementing customer service standards and procedures to ensure quality service in collaboration with the Executive Director of Academic Advising.
• Research and assist customers with inquiries, problems, and directions.
• Point-of-contact for technical issues and concerns with student software and computer usage within the Student Success Center and Downtown Advising office lobbies.
• Resolves customer concerns and complaints and will provide suggestions for improvement.
• Ensures clear communication and efficiencies are created between the lobby staff and call center to streamline the student experience.
• Promote efficiencies within Inspire (student intake platform) and the operational procedures of the Student Success Center and Downtown Advising office lobbies.
• Create and edit training materials, memoranda, staff evaluations, work-study personnel information, and call center reports.
• Perform additional duties as assigned.

Required Qualifications

• At least 60 credit hours and/or Associate's degree from an accredited institution.
• Three years of experience working in customer service, a call center, retail, clerical work or related field.
• One year of supervisory experience.
• Skilled in the use of all standard office equipment including computers.
• High level of accuracy in work.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.
• Demonstrated independent decision-making and problem-solving ability.
• Proficient in Microsoft Office Suite.

Preferred Qualifications

• Bachelor's degree from an accredited institution.
• Five years of experience in a customer service position or clerical work in a college or university.
• Experience in a call center environment.
• Supervises assigned staff and student workers.
• Excellent organizational skills.
• Excellent written and verbal communication skills

Additional Information

• UTSA is a tobacco free campus.
• This is a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.
• At the discretion of the hiring department, this position posting may be closed once a sufficient number of qualified applications has been received.
• Applicants must specifically address in their resume and cover letter how they meet all required education, experience, and skills for this position.

Working Conditions

• Main Campus/Downtown
• Office environment.
• Ability to travel to and from meetings, training sessions or other business-related events.
• Occasional after hours and weekend work or overtime may be required.

Physical Demands:

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and standing are required, only occasionally.
• Exerts up to 10 lbs. of force occasional.

This position will be primarily located on campus. Travel and parking expenses are the employee's responsibility.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons with disabilities.