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| Overview |
| WORKING TITLE
Customer Service Rep
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PERCENT OF FULL
100
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DEPARTMENT/PROJECT OVERVIEW
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POSITION
OVERVIEW
Under general supervision of the Assistant Manager of Student
Services, provide excellent customer service by assisting the
general public in all aspects of their interaction with ESPP
including providing information about courses, certificate
programs registering students via telephone, fax, web mail and
in person. Prepare appropriate forms and solve enrollment
discrepancies.
Provide general information to the public regarding procedures
related to certificate completions, VA benefits and financial
assistance. Provide ideas and input on methods to improve the
services that enhance the student experience.
This position is also the point of contact and back up to the
Manager as needed. Provide Manager with daily activity business
reports that accurately document business activity at the
center. Other duties as assigned.
PLEASE NOTE THAT THE PRIMARY WORK LOCATION FOR THIS POSITION
WILL BE ONE OF THE EXTENSION SITES LISTED BELOW. THIS POSITION
WILL ALSO WORK AT THE OTHER SITES AS NEEDED. THE SITES ARE:
-CAMPUS
-SORRENTO MESA
-MISSION VALLEY
-RANCHO BERNARDO
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SPECIAL
CONDITIONS OF EMPLOYMENT
Overtime may be required during quarterly peak enrollment. Must be
willing to work alternating Saturday's (one to three Saturday's
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 either La Jolla, Sorrento Mesa,
Mission Valley or Rancho Bernardo Center. Background and/or
finger-printing checks required due to handling of money.
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EMPLOYEES
DIRECTLY SUPERVISED: Name, Payroll Title, Job Description #,
Status (career, casual, student), %Time
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EMPLOYEES
SUPERVISED THROUGH OTHERS: Name, Payroll Title
|
| For use only by
Department HR Contact |
| IS BACKGROUND
CHECK REQUIREDYes
|
IS C.O.I.
DISCLOSURE REQUIRED
No
|
| IS PRE-PLACEMENT
PHYSICAL REQUIREDNo
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(Dept only)
REQUESTED HEERA
All Others, not Confidential
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(Central HR
only) APPROVED HEERA
All Others, not Confidential
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FUNCTIONS WITH CORRESPONDING TASKS |
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FUNCTION
NAME
(1.) Customer Service/Data Entry Skills
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%TIME
45% |
ESSENTIAL
True |
TASKS
Enroll, transfer and drop students by phone,
fax, web and in person. Notify student of
classes reaching enrollment limit or changes
in status of course. Waitlist students and
apply special discounts as required. D
Greet, assist and provide information to the
community regarding courses & special events
by phone, fax, web, mail and in person D
Assist in processing special departmental
and contract enrollments and general
revenue. D
Provide miscellaneous student services, such
as providing transcripts, receipts/
verifications, directions, grade reports,
preparing and mailing certificate welcome
packets. Run class lists, waitlists and
print schedule changes as needed, for
Student Services Staff. D
Maintain a through and current knowledge of
enrollment policies, procedures and other
pertinent information specifically outlined
in the General Information section of the
Extension catalogue. D
Assist managers and supervisors with other
responsibilities as needed, including
stocking catalogs, brochures, distributing
office mail and ensuring that classrooms are
set up with all necessary materials. D
Interact with Program Reps as Needed
regarding drops, transfers. D
Provide support to the four different
Extension Student Services sites as needed.
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|
|
FUNCTION
NAME
(2.) Facilities and Classroom Set-Up |
%TIME
45% |
ESSENTIAL
True |
TASKS
Responsible for opening and closing the
site. Take inventory of supplies. D
Set-up & open class rooms for classes held
that day. Make sure they are stocked with
white board supplies, proper AV equipment. D
Check all rooms for neatness and report any
needed repairs to the supervisor.
Assist managers and supervisors with data
entry and other responsibilities when
needed. D
Provide support to the four different
Extension Student Services sites as needed.
|
|
|
FUNCTION
NAME
(3.) Reports and Team Responsibilities |
%TIME
10% |
ESSENTIAL
True |
TASKS
Provides assistance with revenue, enrollment
and other trend analysis reports as needed.
D
Assist with academic departmental waitlists
by contacting students whether by phone,
email to enroll in courses. D
Assists other staff (Team) members with
projects as requested by supervisor. D
Assist with room scheduling process and
staff scheduling process as needed. M
Assist with the training and supervision of
the student staff as needed. D
Distribute office mail and faxes to
appropriate staff and departments. D
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|
|
FUNCTION
NAME
(4.) Miscellaneous |
%TIME
0% |
ESSENTIAL
False |
TASKS
Other tasks commensurate with scope and
level of this position. |
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KNOWLEDGE, SKILLS, AND ABILITIES |
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RELATED FUNCS: |
DESCRIBE KNOWLEDGE, SKILL, ABILITY: |
IMPORTANCE LVL: |
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| |
Demonstrated ability to
process a large volume of documents rapidly
and accurately with close attention to
detail. |
Required |
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Strong demonstrated data
entry skills |
Required |
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| |
Strong demonstrated
experience in customer service. |
Required |
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| |
Ability to multi-task, work
in a fast-paced environment, and meet
deadlines with frequent interruptions.
|
Required |
|
| |
Demonstrated ability to
handle and account for large volumes of
money |
Required |
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| |
Demonstrated work experience
showing responsibility for immediate
decision making, tracking and problem
solving. |
Required |
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Demonstrated knowledge of
bookkeeping. |
Required |
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Ability to work
independently and be self-motivated. |
Required |
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Proven work experience
demonstrating excellent interpersonal
communication skills including diplomacy,
tact and flexibility with a diverse customer
base. |
Required |
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| |
Ability to think creatively
and problem solve |
Required |
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| |
Effective written
communication skills. |
Required |
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Skill in organizing and
prioritizing work assignments to meet all
office objectives. |
Required |
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Demonstrated experience in
establishing and maintaining effective
working and reporting relationships with a
wide variety of people, departments,
businesses and associations. |
Required |
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Demonstrated ability to
follow oral and written instructions and
complete tasks independently |
Required |
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Ability to maintain
confidentiality regarding financial and
personal information. |
Required |
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Knowledge of standard office
equipment and filing systems. |
Required |
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Ability to proofread
numerical and alpha characters with keen
attention to detail. |
Required |
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Proven working knowledge of
computer hardware and software with emphasis
on spreadsheet programs and database
management. |
Required |
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Preferred knowledge of
various UCSD campus departments and their
activities. |
Preferred |
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Preferred knowledge of
assessment and payment detail codes in ISIS.
Ability to navigate through ISIS
registration modules. |
Preferred |
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