ABOUT US
University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts, created to help working adults change their lives through flexible, high-quality education built for real life. Regionally accredited by the WASC Senior College and University Commission (WSCUC) and recognized by U.S. News & World Report among the Best Online Programs for 13 consecutive years (2013–2025), the university has a long track record of online innovation. Students across 49 states and internationally can upskill, reskill, and move forward without putting life on hold through technology-enabled, real-world learning. With 55+fully online, career-focused programs designed around the realities of work, family, and constant change, we remain ever-focused on developing future-ready learners who can thrive in a rapidly shifting world.
This position is open to candidates who currently reside in one of the following approved states from which the role may be performed remotely: Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.
ABOUT THE ROLE
This is an entry level position in the One Stop professional path. Phase I includes serving as the initial gateway for One Stop services by routing queries to appropriate One Stop staff and providing general information related to online One Stop processes and policies. Phase II consists of immersion into the comprehensive One Stop Training program acquiring extensive knowledge of One Stop Service requirements which may include; financial aid, student accounts, registration, program evaluation, academic and administrative policy and procedures, tutorials, coursework, supervised student contact sessions, and providing direct support to the One Stop team.TYPE OF SUPERVISION RECEIVED:
- General direction from the One Stop Supervisor, incumbent will provide information and make decisions, incumbent will conduct business using reflected authority following established policies and procedures
POSITION DUTIES AND RESPONSIBILITIES:
Essential functions: 100% of time
- Email, chat, and telephone response and/or routing of inquiries & issues raised by online students specifically related to financial aid, student accounts, registration, degree program evaluation, articulation, academic policy and procedures, petition processes, graduation/degree conferral, transcripts, and other records related questions
- Immersion into One Stop training program
- Serve as back-up for telephone/email response during training period
- Participate in supervised student contact sessions
- Perform other duties as assigned
Non-Essential Functions of the Job:
- None identified at this time
POSITION SPECIFICATIONS AND REQUIREMENTS:
Previous Experience:
Desired:
- 1+ years of experience in Direct Customer relations preferably in higher education service environment
- 1+ years of experience working with enterprise software systems, telephonic systems, document imaging systems
- Demonstrated experience in problem solving/problem resolution
- Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person
- Demonstrated experience working in a high volume active environment calling for independent, proactive thinking skills
- Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking
- Demonstrated understanding of higher education academic policy and procedure requirements
- Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients
- Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, excel, PowerPoint, etc.
- Experience in dealing with veterans/military related assistance guidelines
Knowledge and Education:
- Associate’s degree or equivalent combination of experience and education; bachelors degree desired
Machines, Tools, Equipment, Electronic Devices and Software: Administrative software, Office Suite, Document Management Systems
Contact with Students: Daily
Contact with Faculty and/or Staff: Daily
Contact with Community and Vendors: Periodically
Special Conditions of Employment: Position may require flexible hours particularly given extended hours of operation. Applicants for this position are subject to a background check.
The hiring range for this position is $18.00-$22.60. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.
BENEFITS AND PERKS
At the University of Massachusetts Global, we support your total well-being with flexible and meaningful benefits:
Health: Medical, dental, and vision coverage with spending account options.
Work-Life Balance: Remote options, flexible schedules, 1/2 day Fridays (biweekly), generous time off, including paid holidays and a paid winter break.
Financial Security: Life, disability, accident, legal, identity protection, and student debt support.
Retirement: 403(b) plan with a Roth option. 3% non-elective contribution and up to 6% match for a 9% total employer contribution!
Education: Tuition discounts for employees and family and Tuition Exchange program with other universities. PSLF eligible employer.
Wellness: Counseling services, Free Calm Health subscription and year-round wellness programs.
Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.
Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at [email protected].
Skills Required
- Associate's degree or equivalent combination of experience and education
- Bachelor's degree
- At least 1 year of direct customer relations experience, preferably in a higher education service environment
- At least 1 year of experience working with enterprise software, telephonic systems, or document imaging systems
- Problem-solving and problem-resolution experience
- Excellent oral, written, interpersonal, and quantitative communication skills
- Experience working independently and proactively in a high-volume environment
- Understanding of higher education academic policies and procedures
- Ability to maintain a supportive, calm service demeanor with upset or challenging students or clients
- Knowledge and experience using Microsoft Office Suite, including Outlook, Excel, and PowerPoint
- Experience with veterans or military-related assistance guidelines
What We Do
University of Massachusetts Global is a private, nonprofit affiliate of the University of Massachusetts system that provides fully online, career-focused degree programs and professional education tailored for working adults.
