Customer Services Specialist

Payroll Title: Blank Assistant 3

Job Code: 004722

Job Open Date: 12/16/24

Application Review Begins: 1/7/24; open until filled

Department Code (Name): UNEX (Professional and Continuing Education)

Percentage of Time: 100%

Union Code (Name): CX (Clerical)

Employee Class (Appointment Type): Staff (Career)

FLSA Status: Non-Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade: STEPS

Pay Rate/Range: The budgeted hourly range that the University reasonably expects to pay for this position is $28.44 - $29.07/hr. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full hourly range for this position is $28.44 - $40.76/hr.

Work Location: Kerr Hall - 2160

Working Days and Hours: M-F, 8am-5pm

Benefits Eligibility: Full Benefits

Type of Remote or Hybrid Work Arrangement, if applicable: N/A

Special Instructions:

For full consideration, please include a resume and a cover letter as part of your application.

Department Marketing Statement:

UCSB Extension, now known as Professional and Continuing Education, is an agile, self-supported UCSB Department offering professional courses and certificate programs to over 3000 students per year. We provide coursework on essential skills and expertise to compete in today's job market to all local and non-local students and professionals, corporate training and executive education. Our Open University program provides a gateway to the wealth of UCSB courses to all community members. Our International Programs enable visiting scholars and professionals from all over the world to experience the outstanding research and instruction at our top-rated University.

Benefits of Belonging:

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties:

Under the supervision of the Operations Manager, the Customer Service Specialist provides strong customer support services to PaCE students, Extension PaCE instructors and members of the public. Follows established procedures for student enrollment and maintenance of students' academic records. Processes fee payments and refunds, issues transcripts and certificates. In addition, the person in this position works with international students and assists with publicity and the promotion of PaCE programs and special events. Working with the other team members, the incumbent maintains an audit compliant office, trains new staff (as may be added) and maintains up-to-date files of students, student services policies, and office practices. Assist with the implementation of the CRM platform and customer outreach campaigns in coordination with program marketing efforts.

Required Qualifications:

• High school diploma or GED.
• 1-3 years of experience in customer support and outreach, ticketing systems.
• 1-3 years of experience with MS Office Suite, Google Workspace, Zoom, and similar online collaboration platforms.
• Demonstrated excellent interpersonal and writing skills for collegial and professional exchanges with diverse audiences including students, parents of students, faculty, and staff.
• Service orientation, active listening, and critical thinking.
• Ability to function effectively as a member of a team as well as independently, and to execute numerous tasks with demanding time frames.

Preferred Qualifications:

• 1-3 years of experience working in Higher Education setting.
• 1-3 years of customer service / customer relation management experience.
• Knowledge of Destiny platform.

Special Conditions of Employment:

• Satisfactory conviction history background check
• UCSB is a Tobacco-Free environment

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegation or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Job Functions and Percentages of Time:

• 45% Student Services -
  • Develops and maintains a comprehensive knowledge of PaCE programs, policies and procedures. Handles the full range of questions brought to the office front desk. Serves as an expert resource in the office, across the campus and to the public, on policies and procedures regarding PaCE, registration, fee payment, and enrollment.
  • Informs new, continuing, and inactive students regarding PaCE and Open University application, registration and enrollment procedures, including the relationship between academic programs in regular quarters and summer quarters; course availability; petitions; fee payments; and certificate programs.
  • Receives cash, checks, and credit card payments for application, program and course fees; maintains payments in a secure location, processes fees according to policy; helps to perform daily close-out, and maintains an audit compliant office. Processes enrollment refunds for appropriateness and conformance with PaCE policies and procedures. Ensures that requests for information and enrollments are processed in a timely manner.
  • Independently researches and resolves PaCE enrollment issues, fee inquiries and petitions related to course work from enrolled students.
  • Handles problems involving issues such as add/drop petitions, late payments, enrollment verification, transcripts, and retroactive registration. Notifies students of petition decisions and advises students about campus and PaCE policies and procedures.
  • Maintains and updates the Customer Services Representative desk manual, online resources and documentation of policies and procedures.
  • Process staff requests for mailing various packages overnight.
    
• 35% Customer Relations -
  • Provides timely, accurate and professional answers to customers according to established department policies and procedures.
  • Develops strong and trusted relations with customers through timely and accurate communications.
  • Thoroughly investigates customer issues, escalating any issues appropriately and correctly.
  • Assists in developing sales and marketing initiatives, materials, and proposals.
  • Maintains a complete and accurate customer database, assists with implementation and maintenance of CRM platform and documentation of internal CRM processes.
  • Reaches out to customers to verify information or inform about program offerings, learning opportunities, and promotions.
  • Compiles reports of customer satisfaction.
  • Records details of inquiries, comments, and complaints.
  • Records details of actions taken following interactions with customers. Provides feedback/data on the efficiency of the customer service process. Complies with high customer service standards.
  • Actively seeks solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer.
    
• 15% Recording and Transcript / Certificate Issuing -
  • Assists with recording and transcript / certificate issuing.
  • Processes official transcripts.
  • Verifies the accuracy and completeness of transcripts and certificates.
    
• 5% Event Support -
  • May be required to provide support for department events, including but not limited to: student gatherings, marketing events, workshops.

UC Vaccination Programs Policy:

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs.

As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information, please visit:

* UC Santa Barbara COVID-19 Information - https://www.ucsb.edu/COVID-19-information

* University of California Policy on Vaccinations - https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy

*Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Opportunity/Affirmative Action Statement:

UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Reasonable Accommodations:

The University of California endeavors to make https://jobs.ucsb.edu accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Katherine Abad in Human Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Privacy Notification Statement

Privacy Notification Statement and Notice of Availability of the UCSB Annual Security & Fire Safety Report Disclosures

Application Status: If you would like to check the status of your application, please log into the Candidate Gateway where you applied and click on 'my activities'.