Temporary One Stop Representative

Baylor University•Waco, TX

2d•Hybrid

About The Position

Baylor University is seeking a full-time temporary One Stop Representative to support student and family customer service operations. The position is primarily phone-based, assisting prospective and current students and their families with questions about financial aid, student billing, payment processes, and other enrollment-related matters. The representative serves as a frontline resource by providing accurate information, resolving routine inquiries, and connecting callers with appropriate resources when further assistance is needed. This high-volume, phone-focused role requires strong communication skills, professionalism, efficiency, and a commitment to exceptional customer service. Employees may be scheduled for up to six hours of phone coverage per workday depending on operational needs. Remaining scheduled work time is devoted to call documentation, required training, inquiry follow-up, and other assigned customer service activities. A hybrid work arrangement may be considered on a case-by-case basis. The temporary position may offer a potential transition to permanent full-time employment, depending on individual performance, departmental needs, and position availability.

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 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.

Nice To Haves

Bachelor’s degree.
Two years of relevant experience.

Responsibilities

Provide timely and 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 accounts, billing, payment processes, and enrollment.
Resolve routine inquiries and connect callers with appropriate resources when additional assistance is needed.
Document student interactions accurately and complete follow-up related to phone inquiries.
Maintain working knowledge of university policies, financial aid, student accounts, and enrollment processes through ongoing training.
Handle sensitive and confidential student information in accordance with university policies and applicable regulations.
Complete required training and other assigned customer service activities.
Demonstrate reliability, professionalism, and commitment to Baylor University’s values and service expectations.
Comply with University policies and maintain regular and punctual attendance.
Perform other duties as assigned to support Baylor’s mission.