Lead One Stop Representative

The University of Texas at Arlington; Arlington (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Benefit eligible

Comprehensive benefits

Job summary

The University of Texas at Arlington seeks a One Stop Representative Lead who serves as a senior member of the One Stop team and provides advanced support for enrollment-related services. This role guides training, onboarding, quality assurance, and daily operations while acting as a resource for staff and handling complex student inquiries.

The Lead promotes a student-centered service model by ensuring accurate, consistent, and efficient service delivery across enrollment management functions,

Qualifications

• High school diploma required with 4+ years in customer service or related field.
• Preferred: Bachelor's degree and experience in One Stop or integrated student services.
• Bilingual proficiency is a plus.

Responsibilities

• Provide advanced frontline support and resolve complex inquiries.
• Guide staff with training, coaching, and day-to-day operational support.
• Assist onboarding, cross-training, quality assurance, and knowledge resource development.
• Monitor service trends, identify process improvements, and assist with reporting.
• Handle escalated issues and coordinate resolution with Enrollment Management partners.
• Participate in outreach activities, orientations, trainings, and events to enhance student experience.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Problem solving

Organizational skills

Staff training

Confidentiality

Office software

Education

High school diploma

Bachelor's degree

Job description

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.

https://www.uta.edu/hr/employee-benefits