Customer Services Specialist

7 days ago

Santa Barbara, California, United States University of California, Santa Barbara Full time

Job Code: 004722

Job Open Date: 6/18/24

Application Review Begins: 7/5/24; open until filled

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

Percentage of Time: 100%

Union Code (Name): CX (Clerical)

FLSA Status:
Non-Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade:

STEPS

Work Location:
Kerr Hall - 2160

Working Days and Hours:
Monday-Friday; 8am - 5pm

Benefits Eligibility:
Full Benefits

Hiring/Budgeted Hourly Range:
$27.90 to $28.58/hr.

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

Special Instructions

Department Profile


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 PaCE Registrar and Manager, Customer Service and Outreach, the Customer Service Specialist provides strong customer support services to Extension students, Extension 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 Extension 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.
  • 13 years of experience in customer support and outreach, ticketing systems.
  • 13 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, 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

  • 13 years of experience working in Higher Education setting.
  • 13 years 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

Job Functions/Percentage of Time/Duties
45% Student Services

  • Develops and maintains a comprehensive knowledge of Extension 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 Extension, registration, fee payment, and enrollment.
  • Processes enrollment refunds for appropriateness and conformance with Extension policies and procedures.
  • Ensures that requests for information and enrollments are processed in a timely manner.
  • Independently researches and resolves Extension 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 Extension 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.
40% Customer Relations

  • Provides timely, accurate and professional answers to customers according to established department policies and procedures.
  • Develops strong and trusted relations with customer

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