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.

Who We Are

The University of Michigan is a premier public research university with more than 53,488 students, including 35,358 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 115,957 undergraduate first-year and transfer applicants in fall 2025 and 9,711 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.

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. Calls, chats, and tracking tickets are used to convey this information.

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 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.

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

Desired Qualifications*

• 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 24, and ends in early May 2027.

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 during application surge periods (high volume times) beginning November 1st and extending until the end of April.

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.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.

280007

Call Center Representative (Temp)

STU SVCS ASST II (TEMP)

Ann Arbor Campus

Hybrid

Part-Time

Temporary

Nonexempt

Avp Enroll Mgmt

OUA Recruitment Administration

7/13/2026 - 7/27/2026

$16.00 - $16.00

Academic & Student Services
Temporary Job Opening