Customer Service Manager

Employer: University of California, Los Angeles
Location: Los Angeles, CA

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Employment Type: Full Time
Institution Type: Four-Year Institution

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Job Details
Organization

Special Instructions to Applicants

This position is Fully Onsite.

Department Summary

UCLA Extension is considered one of the top programs of its kind, offering to more than 35,000 students per year approximately 4,500 classes and non-degree certificate programs to meet the professional development, continuing education and personal enrichment needs of the full spectrum of nontraditional students as well as companies and organizations throughout and beyond the Los Angeles region.
Position Summary

Join UCLA Extension and lead a customer-focused team dedicated to delivering exceptional service to prospective and current students. This role oversees daily customer service operations, staff development, process improvements, and service quality initiatives to enhance the student experience. Ideal candidates are collaborative leaders who are passionate about customer service, team development, and operational excellence in a fast-paced environment.

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.
Qualifications

3 - 5 years Direct customer service experience. (Required) And

1 - 3 years Experience in providing direct supervision and leadership to team of staff. (Required)

Thorough skills in providing coaching, direction, and guidance to team of customer service representatives. (Required)

Thorough working knowledge of customer service principles and best practices. (Required)

Strong interpersonal skills to effectively motivate and inspire team members. (Required)

Strong problem-solving skills to handle complex customer issues and complaints, with proficiency in evaluating issues and identifying effective resolutions. (Required)

Excellent verbal and written communication skills to effectively interact with customers and team members. (Required)

Capability to manage multiple tasks and priorities in a fast-paced environment. (Required)

Ability to lead, motivate, and manage a team of customer service representatives. (Required)

Skills in training and mentoring staff on customer service techniques and policies. (Required)

Ability to resolve conflicts and handle difficult customer situations with patience and professionalism. (Required)

Flexibility to adapt to changing customer needs and business environments. (Required)

Ability to understand and empathize with customers' needs and concerns. (Required)

Strong decision-making abilities to implement effective customer service strategies. (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree in related area and / or equivalent experience / training (Required)

Special Conditions for Employment

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

This position requires a fully onsite work schedule. (Required)

Schedule

Monday - Friday: 8AM - 5PM
Union/Policy Covered

99-Policy Covered
Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Customer%20Service%20Supervisor%201%20(TBD_4044)

Working at University of California, Los Angeles

UCLA is a public research university located in the Westwood neighborhood of Los Angeles, California. It was founded in 1919 and is the second oldest of the ten campuses affiliated with the University of California system. UCLA offers over 300 undergraduate and graduate degree programs in a wide range of disciplines and enrolls about 26,000 undergraduate and about 12,000 graduate students from the United States and around the world every year.

UCLA features the College of Letters and Science, seven general campus professional schools, and four professional schools for the health sciences. The UCLA College of Letters and Science has 34 academic departments and 900 faculty, and houses the majority of UCLA's 129 undergraduate majors as well as the students in the Graduate Division of Letters and Sciences. The UCLA College Honors Program is also housed in the College. The College of Letters and Science's programs are divided into five academic divisions: humanities, social sciences, life sciences, physical sciences, and the International Institute. UCLA also offers certificate programs, undergraduate degree-credit and continuing education credits for non-full-time students through its UCLA Extension education program.

The 2010 edition of U.S. News & World Report ranked UCLA as the 24th best university in the nation and 32nd best in the world. In the 2007 edition of U.S. News and World Report, UCLA Medical Center was ranked best in the West, as well as one of the top 3 hospitals in the United States alongside Mayo Clinic, Cleveland Clinic, Massachusetts General Hospital, and Johns Hopkins Hospital. In 15 of the 16 medical specialty areas examined, UCLA Medical Center ranked in the top 20.

The campus' location in Los Angeles makes excursions to local museums, theaters, or other entertainment venues relatively quick and easy.