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Customer Service Job Description

Overview
WORKING TITLE
  • Customer Service Rep
  • PERCENT OF FULL
  • 100
  • DEPARTMENT/PROJECT OVERVIEW
    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
  • 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.
  • EMPLOYEES DIRECTLY SUPERVISED: Name, Payroll Title, Job Description #, Status (career, casual, student), %Time
    EMPLOYEES SUPERVISED THROUGH OTHERS: Name, Payroll Title
    For use only by Department HR Contact
    IS BACKGROUND CHECK REQUIRED
  • Yes
  • IS C.O.I. DISCLOSURE REQUIRED
  • No
  • IS PRE-PLACEMENT PHYSICAL REQUIRED
  • No
  • (Dept only) REQUESTED HEERA
  • All Others, not Confidential
  • (Central HR only) APPROVED HEERA
  • All Others, not Confidential
  • FUNCTIONS WITH CORRESPONDING TASKS
    FUNCTION NAME
    (1.)  Customer Service/Data Entry Skills
    %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.
    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
    FUNCTION NAME
    (4.)  Miscellaneous
    %TIME
    0%
    ESSENTIAL
    False
    TASKS
    Other tasks commensurate with scope and level of this position.
    KNOWLEDGE, SKILLS, AND ABILITIES
    RELATED FUNCS: DESCRIBE KNOWLEDGE, SKILL, ABILITY: IMPORTANCE LVL:
      Demonstrated ability to process a large volume of documents rapidly and accurately with close attention to detail. Required
      Strong demonstrated data entry skills Required
      Strong demonstrated experience in customer service. Required
      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
      Demonstrated work experience showing responsibility for immediate decision making, tracking and problem solving. Required
      Demonstrated knowledge of bookkeeping. Required
      Ability to work independently and be self-motivated. Required
      Proven work experience demonstrating excellent interpersonal communication skills including diplomacy, tact and flexibility with a diverse customer base. Required
      Ability to think creatively and problem solve Required
      Effective written communication skills. Required
      Skill in organizing and prioritizing work assignments to meet all office objectives. Required
      Demonstrated experience in establishing and maintaining effective working and reporting relationships with a wide variety of people, departments, businesses and associations. Required
      Demonstrated ability to follow oral and written instructions and complete tasks independently Required
      Ability to maintain confidentiality regarding financial and personal information. Required
      Knowledge of standard office equipment and filing systems. Required
      Ability to proofread numerical and alpha characters with keen attention to detail. Required
      Proven working knowledge of computer hardware and software with emphasis on spreadsheet programs and database management. Required
      Preferred knowledge of various UCSD campus departments and their activities. Preferred
      Preferred knowledge of assessment and payment detail codes in ISIS. Ability to navigate through ISIS registration modules. Preferred

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