Job Description

Payroll Title:
BLANK AST 2
Department:
EXTENSION
Hiring Pay Scale
$23.68 - $25.21/Year
Worksite:
La Jolla
Appointment Type:
Career
Appointment Percent:
100%
Union:
CX Contract
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Variable, 7:30am - 4pm

#130250 Customer Service Rep

Filing Deadline: Tue 6/25/2024

UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.

UCSD Layoff from Career Appointment: Apply by 6/14/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 6/25/2014. Eligible Special Selection clients should contact their Disability Counselor for assistance.

This position is fully onsite. This position is at Division of Extended Studies Villa La Jolla Drive location.

DESCRIPTION

DEPARTMENT OVERVIEW

The Division of Extended Studies (DES) at UC San Diego 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, DES employs more than 1,000 active by-agreement instructors.

DES 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 webcasting and video-conferencing capability. DES 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. DES supports a robust network of representatives, agents, and students (both residential and online) around the globe. Along with all of this, DES 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 DES 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.

POSITION OVERVIEW

Under general supervision of the Student Services Manager, provide excellent customer service by assisting the general public in all aspects of their interaction with Extension and degree-related programs. Act as a lead administrative assistant in absence of site manager. Provide information about courses, certificate programs, and academic departments. Register students via telephone, fax, email, and in person. Process transcript requests, course description requests, certificate audits, verification of enrollment requests, and other student services in a timely manner. Prepare appropriate forms and solve enrollment discrepancies. Provide general information to students regarding certificate completion, concurrent enrollment, UCSD Student Grant Program, My Extension student portal, veterans benefits, financial assistance, Workforce program, and disabled student services. Provide ideas and input on methods to improve the services that enhance the student experience. Will act as first point-of-contact for Osher member enrollment services. Key holder responsibilities for opening and/or closing the site.

The primary work location for this position will be the La Jolla campus although may be required to work at other locations as needed.

  • Overtime may be required during quarterly peak enrollment.

  • Must be willing to work alternating Saturdays (one to three Saturdays per month).

A cover letter is optional, but strongly encouraged.

QUALIFICATIONS

  • Ability to multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions.

  • Ability to operate office equipment: 10 key calculator, copy machines, printers, PC computers, and facsimile machine.

  • 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.

  • Demonstrated ability to process a large volume of documents rapidly and accurately with close attention to detail.

  • Knowledge of various UCSD campus departments and their activities.

  • Ability to proofread numerical and alpha characters with keen attention to detail.

  • Demonstrated strong data-entry skills.

  • Demonstrated experience providing work direction and training to lower-level employees.

  • Knowledge of standard office equipment and basic computer hardware, and proven working knowledge of computer software, including Word and Excel. Must have proven experience to trouble shoot basic audiovisual equipment such as laptops, LCD projectors, and speakers.

  • Demonstrated ability to advise students and the general public regarding academic programs, policies and procedures.

  • Demonstrated ability to accurately record and monitor expenses and funds and handle cash according to strict policies.

  • Proven ability to interpret established policies and administrative regulations, and make independent decisions to initiate action and follow-through.

  • Proven work experience conveying information in a clear and effective manner both in written and oral format. Excellent communication skills, 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.

  • Skill in project management to organize and prioritize work assignments to meet all site objectives.

  • Demonstrated ability to professionally handle stressful and difficult situations, and proven sensitivity to customers' needs and concerns.

SPECIAL CONDITIONS

  • Background and/or finger-printing checks required due to handling of money.

  • This position meets the requirements for a mandated reporter under CANRA.

  • No vacation time approved during peak periods each quarter.

  • Must be willing to work altered work schedule as required that will be between the hours of 7:00am - 10:30pm.

  • Must be willing to work at main campus (La Jolla), University City Center, or Mission Valley Center.

Pay Transparency Act

Annual Full Pay Range: $33,900 - $70,052 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $16.24 - $33.55

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).


If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

Application Instructions

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