Student Services Representative - 117839
#117839 Student Services RepresentativeFiling Deadline: Tue 8/9/2022
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 and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment: Apply by 7/28/22 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 8/9/22 Eligible Special Selection clients should contact their Disability Counselor for assistance.
A cover letter is optional but strongly encouraged.
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, and 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.
Under the general supervision of the Student Services Manager, provide excellent customer service by assisting the general public in all aspects of their interaction with the Division of Extended Studies (DES) and degree-related programs. Act as Lead Administrative Assistant in absence of the 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 promptly. 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. Will independently conduct certificate completion audits. Provide ideas and input on methods to improve the services that enhance the student experience. This position will work with Student Services Manager and/or Assistant Director to coordinate proctor services. Will act as the first point of contact for DES proctoring services. Key holder responsibilities for opening and/or closing the site.
The primary work location for this position will be the University City Center, although may be required to work at other locations.
Demonstrated strong experience providing front-desk customer service in an academic setting. Experience resolving escalated issues including, but not limited to, complex requests, disgruntled students/instructors, and exceptions to policies.
Demonstrated ability to advise students and the general public regarding academic programs, policies and procedures.
Demonstrated ability to handle stressful and difficult situations professionally and proven sensitivity to customers' needs and concerns.
Proven ability to interpret established policies and administrative regulations and make independent decisions to initiate action and follow-through.
Demonstrated ability to accurately record and monitor expenses and funds and handle cash according to strict policies.
Knowledge of standard office equipment, basic computer hardware, and proven working knowledge of computer software, including Word and Excel.
Demonstrated experience providing work direction and training to lower-level employees.
Project management skills to organize and prioritize work assignments to meet all site objectives.
Work experience conveying information in a clear and effective manner both in written and oral format. Excellent oral and written communication skills, 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.
Demonstrated experience in establishing and maintaining effective working and reporting relationships with various people, departments, businesses and associations.
Demonstrated work experience showing responsibility for tracking, managing, and maintaining the confidentiality of financial, personal, and academic records.
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 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.
- Job offer is contingent upon satisfactory clearance based on Background Check results due to handling of money.
- Overtime may be required during quarterly peak enrollment.
- Must be willing to work alternating Saturdays (one to three Saturdays per month).
- 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 Park and Market
- This position meets the requirements for a mandated reporter under CANRA.
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
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.
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
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