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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