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#107795 Student Services Representative

Extended Deadline: Tue 5/25/2021

Please submit a cover letter for a complete application.

UCSD Layoff from Career Appointment: Apply by 02/04/21 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 02/15/21. Eligible Special Selection clients should contact their Disability Counselor for assistance.

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.

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 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.

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 representative in the 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. 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 first point-of-contact for Extension 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 as needed.

QUALIFICATIONS

  • 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 experience advising students and the general public regarding academic programs, policies and procedures.

  • Experience providing work direction and training to student employees.

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

  • Proven experience accurately recording and monitoring cash box funds and handling various forms of payment according to strict policies.

  • Strong skill in project management to organize and prioritize work assignments to meet all site objectives. Ability to multi-task, work in a fast-paced environment, and meet deadlines with frequent interruptions.

  • Demonstrated ability to professionally handle stressful and difficult situations, 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.

  • Experience in establishing and maintaining effective working and reporting relationships with a wide variety of people, departments, businesses and associations.

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

  • 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.

  • Strong data-entry skills. 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.

SPECIAL CONDITIONS

  • Job offer is contingent upon satisfactory clearance based on Background Check results.

  • 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), or University City Center.

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.

This position is eligible for full benefits first day of hire:
a) Health/Dental/Vision Insurance
b) Vacation/holidays (15 vacation days & 13 paid holidays a year)
c) Work/Life Balance
d) Life insurance
e) UC Retirement Plan
f) Pet Insurance

For more information about UCSD Benefits please click here and visit UCSD Work/Life.

To calculate an approximate value of the UC Total Compensation package, please click here.


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.

UCSD
Payroll Title:
BLANK AST 2
Department:
EXTENSION
Hiring Salary Range
$20.74 - $22.08 /hour
Worksite:
Other
Appointment Type:
Career
Appointment Percent:
100%
Union:
CX Contract
Total Openings:
1
Work Schedule:
Days, 8 hrs/day, Mon-Fri