Student Services Representative - 139505

DEPARTMENT OVERVIEW:

UC San Diego Division of Extended Studies serves as a catalyst for positive change by advancing global access, equity, and social and economic mobility through educational enrichment across the lifespan.

As a fully self-supporting division under UC San Diego Academic Affairs, Extended Studies operates year-round (12 months of active instruction) with a budget of $50 million annually. A team of 260 academic and staff employees and more than 1,200 instructors fulfill the mission of delivering exceptional educational experiences and services that reflect our standing as part of a top-tier globally renowned public research University.

Extended Studies operates in 200,000 square feet of managed space, including a headquarters building with classrooms, training spaces and key administrative offices adjacent to the UC San Diego campus, as well as off-campus classroom facilities in nearby University City. The division maintains a robust online learning platform, operating 24/7 with webcasting and video-conferencing capabilities, while also maintaining a strong web presence with e-commerce operating 24/7. There are over 90,000 enrollment transactions annually, supported by a robust network of representatives, agents, and students. Focused on community engagement and enrichment, the division operates two television stations, UCTV and UCSD-TV, and a variety of public lecture programs, while staying active in federal, state, local, and private research and technical assistance programs and activities.

Extended Studies is also responsible for the management and financial, operational, and programming oversight of UC San Diego Park & Market, a 66,000-square-foot, four-story, multi-purpose office building located in the East Village neighborhood of downtown San Diego. Park & Market supports and hosts a wide variety of civic, community, corporate, and campus events, meetings, conferences, and programs.

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. 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. Key holder responsibilities for opening and/or closing the site.

~ A cover letter is optional, but strongly encouraged.

• Demonstrated ability to advise students and the general public regarding academic programs, policies, and procedures.

• Demonstrated ability to accurately record and monitor expenses and funds and handle cash according to strict policies.

• Demonstrated experience providing work direction and training to lower-level employees.

• Demonstrated ability to process a large volume of documents rapidly and accurately with close attention to detail.

• Skill in project management to organize and prioritize work assignments to meet all site objectives.

• 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 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.

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

• Ability to operate office equipment: 10 key calculator, copy machines, printers, PC computers, and facsimile machine.

• Ability to proofread numerical and alpha characters with keen attention to detail.

• Demonstrated strong data-entry skills.

• Overtime may be required during quarterly peak enrollment.

• Vacation time approval may be limited during peak periods each quarter.

• Job offer is contingent upon satisfactory clearance based on Background Check results.

• This position meets the requirements for a mandated reporter under CANRA.

• A cover letter is optional but strongly encouraged.