DESCRIPTION

DEPARTMENT OVERVIEW

UC San Diego Extension is fully self-supporting, operating year-round (12 months of active instruction) with a budget of $47 million annually in primarily fee income. The unit has over 200 career employees, including academic, management, staff and executive, as well as represented and non-represented positions. Many casual or contract employees and student workers also serve in the organization. In addition, Extension employs more than 1,000 active by-agreement instructors.

Extension operates in 200,000 square feet of managed space, including a large off-campus classroom facility. The unit maintains a robust online learning platform, operating 24/7 with web-casting and video-conferencing capability. Extension also has a strong web presence with e-commerce operating 24/7. There are over 60,000 enrollment transactions annually; 35,000 outreach certification transactions and 25,000 service transactions. Extension supports a robust network of representatives, agents, and students (both residential and online) around the globe. Along with all of this, Extension operates two television stations, a variety of public lecture programs and is active in federal, state, local, and private research and technical assistance programs and activities.

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 Extension and degree-related programs. Act as a lead representative in the absence of site manager. 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, verification of enrollment requests, and other student services 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, veterans benefits, financial assistance, Workforce program, and disabled student services. Will independently conduct certificate completion audits. Provide ideas and input on methods to improve the services that enhance the student experience. This position will work with Student Services Manager and/or Assistant Director to coordinate proctor services. Will act as first point-of-contact for Extension proctoring services. Key holder responsibilities for opening and/or closing the site.

• The primary work location for this position will be the University City Center although may be required to work at other locations as needed.

QUALIFICATIONS

• Strong experience providing front-desk customer service in an academic setting. Experience resolving escalated issues including, but not limited to, complex requests, disgruntled students/instructors, and exceptions to policies.

• Demonstrated experience advising students and the general public regarding academic programs, policies and procedures.

• Demonstrated experience providing work direction and training to student employees.

• Experience using standard office equipment and basic computer hardware, and proven working experience using computer software, including Word and Excel. Must have proven experience to trouble shoot basic audiovisual equipment such as laptops, LCD projectors, and speakers.

• Proven experience accurately recording and monitoring cash box funds and handling various forms of payment according to strict policies.

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

• Demonstrated ability to professionally handle stressful and difficult situations, and proven sensitivity to customers' needs an