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University of California Riverside

Enrollment Services Customer Services Manager Job at University of California Ri

University of California Riverside, Riverside, CA, United States, 92504

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Enrollment Services Customer Services Manager


Job ID:
Location: Main Campus - UCR
Schedule: 8AM - 5PM
Category: Campus Administration and Operations
Salary: $61,000 - $106,800
Full/Part Time: Full-time(100%)
Organization: Enrollment Services
Department: Jose Aguilar
Application Deadline: Open Until Filled

Position Information:
The Highlander One-Stop Shop (HOSS) is a centralized campus function for the Office of Undergraduate Admissions, Student Business Services, Office of the Registrar, Summer Sessions Department, and the Office of Financial to maximize efficiency and streamline the customer experience. Under the leadership of the Associate Vice Chancellor of Enrollment Services and the direct supervision of the Assistant Director of Financial Aid, Customer Service, the HOSS Supervisor significantly impacts the success of the high-volume walk-in counter and the Highlander Port. This role ensures streamlined HOSS operations in a complex environment, meeting diverse student needs and effectively liaising with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials. HOSS Information Specialists and department representatives serve as frontline resources, offering transparency and accessibility regarding procedures, policies, regulations, and programs in Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Responsibilities include the overall operation of the HOSS, maintaining a clean and organized customer-facing area, managing operational statistics and reports, maintaining appointment software, directing student flow, escalating issues, and promoting a culture of collaboration, process improvement, active listening, and inclusion.

The salary range for this position is $61,000.00 - $106,800.00 annually. However, the expected pay scale for this position is $61,000.00 - $73,000.00 Annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.



Requirements:
Requirements

Educational Requirements
  • Bachelor's degree in related area and / or equivalent experience / training.
  • Required

    Experience Requirements
  • 4 - 7 years of related experience.
  • Required
  • Previous supervisory/managerial experience.
  • Preferred

    Special Conditions
    Special
  • Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information, and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.
  • Required

    Minimum Requirements
  • Working knowledge of customer service.
  • Interpersonal skills to effectively motivate others.
  • Skills to evaluate issues and identify resolution.
  • Verbal and written communication skills.
  • Ability to effectively manage multiple priorities.
  • Customer service experience and skills in providing coaching direction and guidance to customer service representatives.
  • Demonstrated ability to lead.


    Additional Information:
    Additional Information

    In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.



    UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.



    • UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.

    • UC Riverside is the top university in the United States for social mobility. - U.S. News 2020

    • UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.

    • Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019

    • Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings

    • UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.

    The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under state or federal law. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.



    For information about our generous employee benefits package, visit: Employee Benefits Overview



    Job Description Details:
    Job Description Details

    General Information
    Job Title
    Customer Service Supervisor 1 Job Code
    006913 Grade
    20 Department Head
    Jose Aguilar Supervisor
    Leticia Martinez

    Positions Directly Supervised
    Job CodeTitleFTE
  • 004921
  • STDT 2
  • 10
  • 004722
  • BLANK AST 3
  • 3

    Generic Scope
    Provides immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures.

    Custom Scope
    Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies. Requires full knowledge of own area of functional responsibility.

    Department Custom Scope
    The Highlander One-Stop Shop (HOSS) is a centralized campus function for the Office of Undergraduate Admissions, Student Business Services, Office of the Registrar, Summer Sessions Department, and the Office of Financial to maximize efficiency and streamline the customer experience. Under the leadership of the Associate Vice Chancellor of Enrollment Services and the direct supervision of the Assistant Director of Financial Aid, Customer Service, the HOSS Supervisor significantly impacts the success of the high-volume walk-in counter and the Highlander Port. This role ensures streamlined HOSS operations in a complex environment, meeting diverse student needs and effectively liaising with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials. HOSS Information Specialists and department representatives serve as frontline resources, offering transparency and accessibility regarding procedures, policies, regulations, and programs in Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Responsibilities include the overall operation of the HOSS, maintaining a clean and organized customer-facing area, managing operational statistics and reports, maintaining appointment software, directing student flow, escalating issues, and promoting a culture of collaboration, process improvement, active listening, and inclusion.

    Key Responsibilities:
    Key Responsibilities DescriptionPercent Time
  • Responsible for providing guidance to staff and monitoring customer service levels for the unit.
    • Maintain open communication with staff, students, and other departments to ensure accurate information dissemination and effective service delivery through a comprehensive and regular training program that is administered to the Highlander One-Stop staff.
  • 20%

  • Ensures delivery of quality customer service to various constituencies.
    • Plans, coordinates, and organizes the delivery of One-Stop services, ensuring efficient workflow and service delivery.
      Identifies and implements improvements to One-Stop operations, leveraging technology and best practices to optimize efficiency and student experience.
  • 20%

  • Schedules staff, distributes assignments and manages workflow.
    • This position is responsible for coordinating the staffing of both the One Stop Shop and the Enrollment Services front desk on the 3rd floor of the SBS building.
  • 15%

  • Supervises staff providing customer service systemwide with responsibility for quality and quantity of work.
    • Ensures compliance with relevant policies and regulations, including maintaining the security of sensitive information
  • 10%

  • Has involvement in personnel-related actions and may participate in the selection, development and evaluation of staff.
  • 10%

  • Makes recommendations and process changes to ensure effective and efficient customer service.
    • Implements best practices for handling inquiries, resolving issues, and providing accurate and helpful information related to the departments represented at the Highlander One-Stop.
  • 10%

  • Follows internal policies and uses discretion to resolve escalated calls.
    • Serves as the first point of contact in all escalations and works to resolve them on the spot in advance of escalating to the home department.
  • 10%

  • Reviews processes and procedures to improve service.
  • 5%


    To apply, visit https://jobsportal.ucr.edu/jobs/35807614







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