Support Specialist, Client Care



Support Specialist, Client Care



University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information. 

Posted Job Title
Support Specialist, Client Care

Job Profile Title
Administrative Coordinator

Job Description Summary
As a key member of the Admissions Operations team, the Client Care Support Specialist will serve as the primary, front-line representative in the admissions call center, which receives 1000-1600 calls per month during peak and high-volume seasons. In close collaboration with the Client Care Associate Director, Assistant Director, and seasonal student team members, the Support Specialist will lead call center communications with the Admissions Office client core (i.e., prospective applicants, applicants, parents, counselors, and alumni) while applying strong customer service skills, tact, discretion, and scope-of-service knowledge in all client call interactions. In addition, the Support Specialist will partner with admissions officers during decision-release periods and occasionally support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation.

Throughout the admissions cycle, the Support Specialist will leverage the Penn Admissions website and Client Care internal/staff Ask page to disseminate admissions policy guidance on a wide range of topics, including application and admission, financial aid basics, eligibility, and high school preparation. The Support Specialist will also serve a key role in rerouting calls and inquiries to other campus divisions.

Job Description

Responsibilities:

Serve as the daily, front-line service representative in the Admissions Call Center 

  • Lead call center communications with the Admissions Office client core (i.e., prospective applicants, applicants, parents, counselors, and alumni) 
  • Provide high-level customer service by responding to phone and email inquiries about the University and the admissions process 
  • Disseminate admissions policy guidance on a wide range of topics, including application and admission, financial aid basics, eligibility, and high school preparation 
  • Support select Applicant Care functions, including applicant documents/batch processing and applicant materials receipt confirmation 
  • Additional clerical responsibilities and duties as assigned

    Qualifications:

    A high school degree or equivalent is required; associates degree or two-year college equivalent is preferred or commensurate experience. The successful candidate for the Support Specialist position will have at least 2-3 years of experience in a fast-paced customer service environment; familiarity with college admissions and/or higher education is preferred. The successful candidate will also have demonstrated an eye for detail, service orientation, adaptability, accountability, collaboration, organization, and the ability to meet customer service goals in a high-volume, dynamic, and timeline-driven process. Strong computer, communication, and interpersonal skills are required. Please include a Cover Letter along with your Resume to be considered for this position.

    Application Requirement:

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

    Job Location - City, State
    Philadelphia, Pennsylvania

    Department / School
    Provost's Center

    Pay Range
    $20.00 - $36.00

    Affirmative Action Statement 
    Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

    Special Requirements 
    Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

    University Benefits
    • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
    • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
    • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
    • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
    • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
    • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
    • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
    • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
    • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
    • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
    • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
    • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.



    To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay opens new window" target="_blank" href="https://apptrkr.com/get_redirect.php?id=2572088&targetURL=https://www.hr.upenn.edu/PennHR/benefits-pay">https://www.hr.upenn.edu/PennHR/benefits-pay 


    To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3535-Market/Support-Specialist--Client-Care_JR00042087 





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