Temporary One Stop Representative

Baylor University•Waco, TX

1d•Hybrid

About The Position

Baylor University is seeking a full-time temporary One Stop Representative to support student and family customer service operations. The role primarily provides telephone-based customer service to prospective and current students and their families on financial aid, student billing, payment processes, and other enrollment-related questions. As a frontline resource, the representative provides accurate information, resolves routine inquiries, and connects callers with appropriate resources when additional assistance is needed. This is a high-volume, phone-focused position requiring strong communication, professionalism, efficiency, and a commitment to exceptional customer service. Employees are expected to provide up to six hours of scheduled phone coverage per workday, depending on operational needs. Remaining scheduled work time supports call documentation, required training, follow-up, and other assigned customer service activities. The role is temporary, with a potential opportunity to transition to permanent full-time employment based on individual performance, departmental needs, and position availability. A hybrid work arrangement may be considered case by case. Applicants must be authorized to work full-time in the United States.

Requirements

High school diploma.
One year of relevant experience; additional education or experience may be considered in lieu of one another.
Valid U.S. driver's license and a clear driving record of at least two years.
Ability to travel outside the state of Texas.
Authorization to work full-time in the United States.
Strong written and verbal communication, interpersonal, and customer service skills, including professional telephone etiquette.
Ability to provide exceptional customer service in a high-volume environment while maintaining professionalism, patience, and empathy.
Strong problem-solving, critical thinking, organizational, and multitasking skills.
Ability to understand and explain complex information, identify student and family needs, and escalate concerns appropriately.
Proficiency with technology, including navigating multiple university systems and accurately documenting student interactions.
Ability to handle sensitive and confidential student information in accordance with university policies and applicable regulations.
Reliability, professionalism, and commitment to Baylor University’s values and service expectations.

Nice To Haves

Bachelor's degree.
Two years of relevant experience.

Responsibilities

Provide timely, accurate assistance primarily by telephone, with additional support through email and in-person services as needed.
Respond to student and family questions about financial aid, student billing, payment processes, and enrollment-related matters.
Resolve routine inquiries and connect callers with appropriate resources when additional assistance is needed.
Maintain working knowledge of university policies, financial aid, student accounts, and enrollment processes through ongoing training.
Document student interactions accurately and complete follow-up related to phone inquiries.
Perform other assigned duties to support Baylor’s mission.
Comply with University policies and maintain regular and punctual attendance.