#120062 Student Services Representative

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 Division of Extended Studies (DES) and degree-related programs. 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, manage wait lists, resolve failed web enrollments (WEA) and other student services duties 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. This position will work with DES' technical groups on Tax Relief Act requirements and prepare 1098t's for students on an as needed basis. Will act as first point-of-contact for DES Tax Relief Act questions and submit DES files to our current tax preparation vendor. Key holder responsibilities for opening and/or closing the site.

QUALIFICATIONS

• 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 experience providing work direction and training to student employees.

• Proven 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 accurately record and monitor cash box funds and handle various forms of payment according to strict policies.

• Skill in time 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.

• 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.

• 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.

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

• Ability to operate office equipment: 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.

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.

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

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