Lead One Stop Representative

UT Tyler; Arlington (TX); On-site; USD 41,000 - 50,000; Full time

Job summary

UT Tyler is seeking a One Stop Representative Lead to provide advanced enrollment support. You will train and coach staff, assist with onboarding and QA, and ensure accurate service delivery across enrollment functions.

The role is on-site with a Monday–Friday schedule and occasional evenings/weekends, offering comprehensive benefits and a focus on student-centered service. Applicants should have a high school diploma and at least four years in customer service or related fields; bachelor’s

Qualifications

• High school diploma or equivalent and four years of experience in customer service or related field.
• Experience in enrollment management or call centers is preferred.
• Bilingual proficiency is a plus.

Responsibilities

• Provides advanced frontline support for enrollment services and resolves complex inquiries.
• Guides and coaches One Stop staff in day-to-day operations.
• Assists with onboarding, cross-training, and quality assurance processes.
• Monitors service trends and assists leadership with reporting and improvements.
• Handles escalated issues and coordinates with Enrollment Management partners.
• Participates in outreach events and continuous service-improvement initiatives.
• Performs other duties as assigned.

Skills

Customer service

Communication

Organizational skills

Staff coaching

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Job description

The annual salary for this position ranges from $45,400 to $45,400. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Documents Needed to Apply

Required:

• Resume
• References (minimum of three)

Purpose of Position

The One Stop Representative Lead serves as a senior member of the One Stop team and provides advanced support for enrollment-related services. This position assists with training, onboarding, quality assurance, and daily operations while serving as a resource for staff and addressing complex student inquiries. The Lead supports a student-centered service model by ensuring accurate, consistent, and efficient service delivery across enrollment management functions.

Essential Functions

• Provides advanced frontline support and resolves complex student, family, and stakeholder inquiries related to enrollment services.
• Serves as a resource for One Stop staff by providing guidance, training, coaching, and day‑to‑day operational support.
• Assists with onboarding, cross‑training, quality assurance, and the development of procedures and knowledge resources.
• Monitors service trends, identifies process improvements, and assists leadership with operational initiatives and reporting.
• Handles escalated issues and coordinates resolution with Enrollment Management partners.
• Participates in outreach activities, presentations, orientations, training sessions, special events, and continuous improvement initiatives that enhance the student experience and service delivery model.
• Performs other duties as assigned.

Required Qualifications

• High school diploma or equivalent and four (4) years of experience in customer service, student services, enrollment management, a call center, or a related field.

Preferred Qualifications

• Bachelor's degree. Experience working in a One Stop or integrated student services environment.
• Experience supporting admissions, financial aid, student accounts, registrar, or related enrollment functions. Experience training, mentoring, or leading staff.
• Bilingual proficiency.

Knowledge, Skills & Abilities

• Customer service and interpersonal skills.
• Effective verbal and written communication skills.
• Problem‑solving and decision‑making skills.
• Organizational skills and attention to detail.
• Ability to train and mentor staff.
• Ability to maintain confidentiality.
• Proficiency with technology and office software.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm
• Requires occasional evening or weekend hours.
• Not remote/hybrid eligible.

Benefits Information

Position is benefit eligible: Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA 48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

University Information

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.

UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community.

This is an exciting time to join UTA and contribute to its bold vision for the future.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the Unity’s compliance with this policy.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email [e-mail] .