Client Care Manager, Undergraduate Admissions

University of Pennsylvania; Pennsylvania; On-site; USD 29,000 - 44,000; Full time

Job summary

The University of Pennsylvania in Philadelphia is seeking a Client Care Manager for Undergraduate Admissions. You will oversee the Client Care team, manage help desk operations, and ensure information is delivered effectively to undergraduate pre-applicants, applicants, and campus visitors.

You will hire, train, supervise, and schedule student staff; develop guidelines and resources; and collaborate with ISC and other partners to maintain the ACD system and improve service quality.

Qualifications

• High School Grad/GE Degree, and 5 to 7 years of experience or equivalent combination of education and experience is required.
• Strong communication skills are required, including facility with public speaking and interpersonal skills.
• Expertise in aiding customers with inquiries and sound judgment in evaluating situations.
• Demonstrated ability to manage and prioritize projects in a high-volume, timeline-driven process.
• Familiarity with computer applications and information management is required.
• Must be a self-starter with the ability to work both in a team but also autonomously.
• Looking for a demonstrated commitment to the mission of higher education.

Responsibilities

• Manage the Client Care help desk operations and services.Oversee the professional and student staff in the delivery of information via telephone and electronic communications to Penn undergraduate customers.
• Establish and implement a comprehensive set of client care guidelines and resources including training manuals and online communication tools.
• Monitor metrics and KPIs to ensure we are providing high-quality services - make tactical recommendations based on that information
• Work with students on developing effective communication mechanisms and improving efficiencies in operation.
• Act as primary liaison with ISC on the operation and support of the ACD system.
• Support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation during high volume times of the cycle.

Skills

Communication skills

Public speaking

Interpersonal skills

Customer service

Problem solving

Time management

Self-starter

Education

High School Grad/GE Degree, 5-7 years experience

Associate's Degree preferred

Job description

Client Care Manager, Undergraduate Admissions

University Overview

The University of Pennsylvania, the largest private employer inPhiladelphia, is a world-renowned leader in education, research,and innovation. This historic, Ivy League school consistently ranksamong the top 10 universities in the annual U.S. News & WorldReport survey. Penn has 12 highly-regarded schools that provideopportunities for undergraduate, graduate and continuing education,all influenced by Penn's distinctive interdisciplinary approach toscholarship and learning. As an employer Penn has been rankednationally on many occasions with the most recent award from Forbeswho named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city ofPhiladelphia. The University is situated on a beautiful urbancampus, with easy access to a range of educational, cultural, andrecreational activities. With its historical significance andlandmarks, lively cultural offerings, and wide variety ofatmospheres, Philadelphia is the perfect place to call home forwork and play.

The University offers a competitive benefits package that includesexcellent healthcare and tuition benefits for employees and theirfamilies, generous retirement benefits, a wide variety ofprofessional development opportunities, supportive work and familybenefits, a wealth of health and wellness programs and resources,and much more.

Posted Job Title

Client Care Manager, Undergraduate Admissions

Job Profile Title

Administrative Coordinator

Job Description Summary

A key member of the Client Care team, the Client Care Manager willbe responsible for managing help desk operations and services whileapplying strong organizational and customer services skills. TheManager will Oversee the professional and student staff in thedelivery of information via telephone and electronic communicationsto Penn undergraduate pre-applicants, applicants, and prospectivecampus visitors. This role will be responsible for hiring,training, supervising, and scheduling student workers that supportour call center operations.

Establish and implement a comprehensive set of client careguidelines and resources including training manuals and onlinecommunication tools. Work closely with colleagues to track,research, document, and resolve problems and to assist indeveloping appropriate policies. Develop benchmark criteria andmeasurement tools to monitor the quality of responses and makerecommendations for enhancements. Build and maintain workingrelationships with University partners to coordinate client careefforts that promote Penn's commitment to service excellence.

The Client Care Manager will report directly to the Director,Audience Engagement. This role is the primary liaison with ISCInformation Systems & Computing), overseeing the maintenance ofour ACD system, and leading technical troubleshooting andperformance within the system for our student staff. The Managerhas responsibility to work as part of a team to achieve the goalsof the University of Pennsylvania in enrolling highly qualified,diverse and intellectually passionate students.

In addition, the Client Care Manager will partner with admissionsofficers during decision-release periods and occasionally supportselect Applicant Care functions, including applicantdocuments/batch processing and applicant materials receiptconfirmation.

Job Description

Job Responsibilities

• Manage the Client Care help desk operations and services.Oversee the professional and student staff in the delivery ofinformation via telephone and electronic communications to Pennundergraduate customers. Schedule, support and manage staff workingwithin Client Care (these are staff that rotate through on a dailybasis)
• Establish and implement a comprehensive set of client careguidelines and resources including training manuals and onlinecommunication tools. Work closely with colleagues to track,research, document, and resolve problems and to assist indeveloping appropriate policies. Monitor metrics and KPIs to ensurewe are providing high-quality services - make tacticalrecommendations based on that information
• Work with students on developing effective communicationmechanisms and improving efficiencies in operation.
• Act as primary liaison with ISC on the operation and support ofthe ACD system.
• Support select Applicant Care functions, including applicantdocuments/batch processing and applicant materials receiptconfirmation during high volume times of the cycle.

Qualifications

• High School Grad/GE Degree, and 5 to 7 years of experience orequivalent combination of education and experience is required.Associate's Degree preferred.
• Strong communication skills are required, including facilityand comfort with public speaking and strong interpersonalskills.
• Expertise in aiding customers regarding inquiries and theability to exercise good judgement in evaluating situations,solving problems, and making decisions.
• Demonstrated ability to manage and prioritize projects in ahigh-volume and timeline-driven process needed.
• Familiarity with computer applications and general informationmanagement is required.
• Must be a self-starter with the ability to work both in a teambut also autonomously for periods of time.
• Looking for a demonstrated commitment to the mission of highereducation.

Application Requirement

• A Cover Letter and Resume/CV are required to be considered forthis position. Please upload your Cover Letter where it asks you toupload your Resume/CV; multiple documents are allowed.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Provost's Center

Pay Range

$21.52 - $32.03 Hourly Rate

Salary offers are made based on the candidate's qualifications,experience, skills, and education as they directly relate to therequirements of the position, and in alignment with salary rangesbased on external market data for the job's level. Internalorganization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer.Candidates are considered for employment without regard to race,color, sex, sexual orientation, religion, creed, national origin(including shared ancestry or ethnic characteristics), citizenshipstatus, age, disability, veteran status or any class protectedunder applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer ismade. Consideration of the background check will be tailored to therequirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Pennoffers comprehensive medical, prescription, behavioral health,dental, vision, and life insurance benefits to protect you and yourfamily's health and welfare. You can also use flexible spendingaccounts to pay for eligible health care and dependent careexpenses with pre-tax dollars.
• Tuition: Take advantage of Penn's exceptional tuitionbenefits. You, your spouse, and your dependent children can gettuition assistance here at Penn. Your dependent children are alsoeligible for tuition assistance at other institutions.
• Retirement: Penn offers generous retirement plans tohelp you save for your future. Penn's Basic, Matching, andSupplemental retirement plans allow you to save for retirement on apre-tax or Roth basis. Choose from a wide variety of investmentoptions through TIAA and Vanguard.
• Time Away from Work: Penn provides you with asubstantial amount of time away from work during the course of theyear. This allows you to relax, take vacations, attend to personalaffairs, recover from illness or injury, spend time withfamily-whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with GenworthFinancial, Penn offers faculty and staff (and your eligible familymembers) long-term care insurance to help you cover some of thecosts of long-term care services received at home, in the communityor in a nursing facility. If you apply when you're newly hired, youwon't have to provide proof of good health or be subject tounderwriting requirements. Eligible family members must alwaysprovide proof of good health and are subject to underwriting.
• Wellness and Work-life Resources: Penn is committed tosupporting our faculty and staff as they balance the competingdemands of work and personal life. That's why we offer a widevariety of programs and resources to help you care for your health,your family, and your work-life balance.
• Professional and Personal Development: Penn provides anarray of resources to help you advance yourself personally andprofessionally.
• University Resources: As a member of the Penn community,you have access to a wide range of University resources as well ascultural and recreational activities. Take advantage of theUniversity's libraries and athletic facilities, or visit ourarboretum and art galleries. There's always something going on atPenn, whether it's a new exhibit at the Penn Museum, the latestmusic or theater presentation at the Annenberg Center, or the PennRelays at Franklin Field to name just a few examples. As a memberof the Penn community, you're right in the middle of theexcitement-and you and your family can enjoy many of theseactivities for free.
• Discounts and Special Services: From arts andentertainment to transportation and mortgages, you'll find greatdeals for University faculty and staff. Not only do Penn arts andcultural centers and museums offer free and discounted admissionand memberships to faculty and staff. You can also enjoysubstantial savings on other goods and services such as new carsfrom Ford and General Motors, cellular phone service plans, movietickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offercreative approaches for completing work while promoting balancebetween work and personal commitments. These approaches involve useof non-traditional work hours, locations, and/or jobstructures.
• Penn Home Ownership Services: Penn offers a forgivableloan for eligible employees interested in buying a home orcurrently residing in West Philadelphia, which can be used forclosing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligibleemployees on qualified expenses in connection with the legaladoption of an eligible child, such as travel or court fees, for upto two adoptions in your household.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay