Job Description
How to Apply A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Job Summary The Call Center Representative serves as a public relations liaison between the general public, University personnel, and the Office of Undergraduate Admissions. Representatives provide admissions information, application status information, and inform callers regarding university policies and procedures. Phone calls, chats, and tracking tickets are used to convey information.
Who We Are T he University of Michigan is a premier public research university with more than 52,850 students, including 34,454 undergraduates, and is firmly committed to serving the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic value. U-M is in high demand, with a record of 105,142 undergraduate first-year and transfer applicants in fall 2024 and 8,850 incoming undergraduate students enrolling.
Reporting to the Provost and Executive Vice President for Academic Affairs, the Office of Enrollment Management (OEM) manages U-M's enrollment function to efficiently optimize students' experiences throughout their engagement, from prospect to alumni. The division collaborates with campus partners, faculty, and staff in support of the university's mission.
OEM comprises a dedicated team of more than 200 full-time staff members and up to 400 additional student and temporary staff and is structured in five operational units - the Office of Undergraduate Admissions, the Office of Financial Aid, the Office of New Student Programs, the Office of the Registrar, and OEM Administration. OEM strives to provide excellence in access and support to inspiring learners who will challenge the present and enrich the future.
Responsibilities* 35% Answering incoming calls to the Office of Undergraduate Admissions call center regarding admissions requirements, policies, procedures, and application statuses. Handling and resolving customer concerns, questions, and complaints, as well as routing calls to the appropriate resource for resolution.
30% Staffing the Live Help chat system. Quickly and efficiently responding to chats from students, parents, and high school counselors. Answering multiple chats simultaneously.
25% Resolving tickets created through a university licensed ticketing system (TeamDynamix) submitted by prospective students and/or applicants regarding their application status, admission requirements, or admission status.
10% Other call center duties as assigned may include (but not be limited to) assisting with maintaining and updating call center resource documents, and collecting, organizing and tabulating call center statistics.
Note: percentages may vary due to contact volume
Required Qualifications* - Graduation from high school is required
- Two years of customer service experience is required, preferably in a call center or a similar professional customer service setting
- Must be able to work well under pressure, in a fast-paced environment
- Must be able to demonstrate resourcefulness, problem solving skills, and work well both independently and collaboratively
- Demonstrated both excellent verbal and written communication skills
- Skillful proficiency in typing with high accuracy is required
- Adept computer skills, and experience with a multi-line call managing system is a plus
- Ability to exercise professional judgment and maintain professional composure are required
- Experience with the college admissions process is preferred
Modes of Work Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes .
Additional Information This is a full time, temporary (40 hr./week) or a part-time, temporary (20 hr./week) position that begins August 18, 2025, and ends in early May 2026.
Call Center hours of operation are from 8:00 AM to 5:00 PM, Monday through Friday. The office is closed on weekends.
Full time staff are hired to work 8 AM until 5 PM.
Part-time staff are hired for one of the following shifts: 8 AM - noon, 10 AM - 2 PM, or 1 PM - 5 PM. Part-time employees may be required to work full time or additional hours during application surge periods (high volume times) beginning November 1 st and extending until the end of April, 2026.
Following two weeks paid mandatory onsite training, remote working (from home) or continuing onsite working in the office, or a hybrid of these two work location modes may be an option for each employee.
This role may experience heightened activity and demands during peak periods of the admissions cycle, particularly when customer service demand increases.
U-M EEO Statement The University of Michigan is an equal employment opportunity employer.
Job Detail Job Opening ID 264640
Working Title Call Center Representative - Inbound Calls
Job Title STU SVCS ASST II (TEMP)
Work Location Ann Arbor Campus
Ann Arbor, MI
Modes of Work Onsite
Hybrid
Full/Part Time Full-Time
Regular/Temporary Temporary
FLSA Status Nonexempt
Organizational Group Avp Enroll Mgmt
Department OUA Recruitment Administration
Posting Begin/End Date 6/10/2025 - 6/24/2025
Salary $16.00 - $16.00
Career Interest Academic & Student Services
Temporary Job Opening University of Michigan
Job Tags
Full time, Temporary work, Part time, Remote job, Without location, Shift work, Weekend work, Monday to Friday,