#101738 Student Services Representative

Location
La Jolla, CA
Posted
Sep 18, 2019
Institution Type
Four-Year Institution

UCSD Layoff from Career Appointment: Apply by 09/19/2019 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 09/30/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.

DESCRIPTION

DEPARTMENT OVERVIEW

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 about 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 (including some Spanish language elements) with webcasting 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.

POSITION OVERVIEW

Under the general supervision of the Student Services Manager, provide excellent customer service by assisting the general public in all aspects of their interactions with Extension and degree-related programs. Act as a lead representative in the 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 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. Manage all tasks related to one or more specialized areas of responsibilities as assigned by the Student Services Manager. Coordinate processing related to PDI, AVID, and TES partnerships. Provide ideas and input on methods to improve the services that enhance the student experience. Key holder responsibilities for opening and/or closing the site.

  • Please submit a cover letter for a complete application packet.
  • Candidates may be subject to skills testing.
  • Overtime may be required during quarterly peak enrollment.
  • Must be able 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 7:00am - 10:30pm.
QUALIFICATIONS
  • Proven experience providing front-desk customer service. Experience resolving escalated issues including, but not limited to, complex requests, disgruntled students/instructors, and exceptions to policies.

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

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

  • Experience processing and proofing large volumes of data and documents rapidly and accurately with close attention to detail. Ability to organize and prioritize work assignments, multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions.

  • Demonstrated experience with responsibility for tracking, managing, and maintaining confidentiality of financial, personal and academic records.

  • Experience using standard office equipment and basic computer hardware, and proven working knowledge of computer software, including Word and Excel. Experience troubleshooting basic audiovisual equipment such as laptops, LCD projectors, and speakers.

  • Proven work experience conveying information in a clear and effective manner both in written and oral format. Excellent communication skills, both oral and written. 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 a wide variety of people, departments, businesses and associations.

PREFERRED QUALIFICATIONS

  • Knowledge of the Federal Educational Rights and Privacy Act (FERPA), UCSD-ESPP policies and procedures, and various UCSD campus departments and activities is a plus.
SPECIAL CONDITIONS
  • Job offer is contingent upon a satisfactory clearance based on Background Check results.

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.

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