Temporary One Stop Representative

A humble college founded before Texas was a state, Baylor now stands as one of the premier institutions of higher education in the world. Baylor has continued to invest in research and doctoral education, both solidifying and elevating its unique status as a preeminent Christian research university. Baylor is among 187 R1 institutions, just 52 of which are private universities.
Since 2011, Baylor has been named as one of the nation’s “Great Colleges to Work For”. Great Colleges to Work For® is one of the country’s largest and most respected workplace recognition programs. Each year, Great Colleges recognizes the colleges and universities that get top employee ratings regarding workplace practices and policies across 10 areas. This recognition is based on faculty and staff responses to a related annual survey. The survey, conducted by ModernThink, is a way for colleges and universities to gain a deeper understanding of how their employees experience and view various aspects of the institution. This continued recognition further affirms Baylor as a rewarding place to build a career.

What We are Looking For

The Baylor University One Stop team is seeking a full-time temporary One Stop Representative to support its student and family customer service operations. This position offers the potential opportunity for transition to permanent full-time employment based on individual performance, departmental needs, and position availability.
This position is primarily dedicated to providing telephone-based customer service to prospective and current students and their families regarding financial aid, student billing, payment processes, and other enrollment-related questions. The One Stop Representative will serve as a frontline resource for students and families, delivering accurate information, resolving routine inquiries, and connecting callers with the appropriate resources when additional assistance is needed. This is a high-volume, phone-focused position requiring strong communication skills, professionalism, efficiency, and a commitment to delivering exceptional customer service.
Employees in this position are expected to provide up to six hours of scheduled phone coverage per workday, depending on operational needs. Remaining scheduled work time will support call documentation, required training, follow-up related to phone inquiries, and other assigned customer service activities.
A high school diploma and one year of relevant experience are required. A bachelor's degree and two years of relevant experience is preferred.

Additional education or experience will be considered in lieu of one another.

A valid US Driver License with a clear driving record of at least two years is required.

Must be able to travel outside of the state of Texas.

A hybrid work arrangement will be considered on a case-by-case basis.

This role is temporary in nature.

Applicants must be authorized to work full-time in the United States.

What You Will Do

• 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
• Provide timely, accurate assistance primarily by telephone, with additional support through email and in-person services as needed
• Maintain a working knowledge of university policies, financial aid, student accounts, and enrollment processes through ongoing training
• Demonstrate reliability, professionalism, and commitment to Baylor University’s values and service expectations
• Perform all other duties as assigned to support Baylor’s mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

What You Can Expect

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus.  To learn more, go to Baylor Benefits & Advantages.

Explore & Engage

Learn more about Baylor and our strategic vision, Baylor in Deeds.  Also, explore our great hometown of Waco and the many opportunities to engage locally.  If you are new to Central Texas, This is Waco!