111527 - Student Services Representative II
#111527 Student Services Representative IIFiling Deadline: Thu 9/23/2021
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus before they will be allowed on campus or in a facility or office. For more information visit: https://ucnet.universityofcalifornia.edu/news/2021/07/ucs-covid-19-vaccine-policy.html
The effects of the COVID-19 pandemic have impacted UC San Diego Campus hiring. UCSD Campus will continue to recruit for essential positions and we ask for your understanding and patience with our application process during this unprecedented time. For more information regarding steps we are taking to keep applicants and staff safe during this time, please click here.
This is a Limited position for 5 months. This appointment may be extended or converted to career status based on the needs of the department.
The shift for this position is 7:30 am to 11:30 am Monday through Saturday.
A cover letter is optional to include with your application.
UC San Diego Extension is fully self-supporting, operating year-round (12 months of active instruction) with a budget of $47 million annually in primarily fee income. The unit has over 200 career employees, including academic, management, staff and executive, as well as represented and non-represented positions. Many casual or contract employees and student workers also serve in the organization. In addition, Extension employs more than 1,000 active by-agreement instructors.
Extension operates in 200,000 square feet of managed space, including a large off-campus classroom facility. The unit maintains a robust online learning platform, operating 24/7 with web-casting and video-conferencing capability. Extension also has a strong web presence with e-commerce operating 24/7. There are over 60,000 enrollment transactions annually; 35,000 outreach certification transactions and 25,000 service transactions. Extension supports a robust network of representatives, agents, and students (both residential and online) around the globe. Along with all of this, Extension operates two television stations, a variety of public lecture programs and is active in federal, state, local, and private research and technical assistance programs and activities.
As of Fall 2020, the University has assumed ownership of a major downtown center for which Extension is taking full financial and programming responsibility. The 66,000-square-foot building will support a rich mix of campus-based and community programs reflecting the teaching, research and public service mission of UC San Diego: classroom instruction, continuing education, arts and cultural performances, civic events and collaborative community projects.
Under general supervision of the Student Services Manager (SSM), the Student Services Representative (SSRII) will provide excellent customer service by assisting the general public in all aspects of their interaction with UC San Diego Extension including providing information about courses, certificate programs and registering students. Assist customers with registration, transfers, transcript requests and academic advising in person and over the phone. Prepare appropriate forms and solve enrollment discrepancies.
Address elevated student/instructor issues and serve as the evening site expert for emergency procedures including, incident reports, evacuation procedures and resource referrals.
Coordinate specific duties related to the management of audiovisual requests and prepare daily audiovisual reports for general Extension. Collaborate with coworkers to ensure audiovisual equipment is setup for next day classes, and that proper coverage is identified when out of the office. Coordinate campus support duties such as posting classroom signage, delivering class rosters and sign in sheets, and distributing Public Education Specialist generated materials. Report any classroom or site issues to the Facilities department (i.e. broken windows, locks, light bulbs that need to be replaced, general cleanliness of classrooms, and outside areas).
Assist students with technical aspects of the online learning system, CANVAS, including resetting passwords and answering help desk questions. Monitor the unex-reg support email account and troubleshooting all inquiries.
Assist in the training of new student staff and delegating work to them.
Under the direction of SSM, assist with proctoring services, such as: reserving a classroom, accepting payments, and other related processes.
Demonstrated strong experience providing front-desk customer service. Experience resolving issues including, but not limited to, semi-complex requests, disgruntled students/customers, and exceptions to policies.
Proven work experience conveying information in a clear and effective manner both in written and oral format. Excellent communication experience, both oral and written, including experience in dealing with the public with diplomacy, tact, and flexibility with a diverse customer base. Excellent knowledge of English grammar, spelling, and punctuation.
Proven experience interpreting established policies and administrative regulations and make decisions to initiate action and follow-through.
Experience with standard office equipment and basic computer hardware, and proven working experience with computer software, including Word and Excel. Must have proven experience to trouble shoot basic audiovisual equipment such as laptops, LCD projectors, and speakers.
Experience with project management to organize and prioritize work assignments to meet all site objectives.
Demonstrated experience with accurately recording and monitoring expenses and funds and handling cash according to strict policies.
Demonstrated ability to professionally handle stressful and difficult situations, and proven sensitivity to customers' needs and concerns.Demonstrated experience advising customers and the general public regarding programs, policies, and procedures.
Demonstrated experience in establishing and maintaining effective working and reporting relationships with a wide variety of people, departments, businesses and associations.
Demonstrated work experience showing responsibility for tracking, managing, and maintaining confidentiality of financial, personal and academic records.
Ability to work effectively under pressure to meet deadlines with frequent interruptions and changing priorities. Ability to multi-task working in a high-volume and fast-paced environment.
Ability to operate office equipment: 10 key calculator, copy machines, printers, PC computers, and facsimile machine.
Demonstrated ability to process a large volume of documents rapidly and accurately with close attention to detail.
Ability to proofread numerical and alpha characters with keen attention to detail.
Demonstrated strong data-entry skills.
Ability to lift materials weighing up to 50 pounds.
Job offer is contingent upon satisfactory clearance based on Background Check results.
Must be willing to work an altered work schedule as required that may be between the hours of 7:00am and 10:30pm. The home location for this position is at University City Center, however, must be willing to work at any UC San Diego location, including the main campus in La Jolla.
Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) form will be required.
Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. Click here for Details
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.