Job Details

University of California Santa Cruz
  • Position Number: 3067207
  • Location: Santa Clara, CA
  • Position Type: Liberal Arts - Human Development & Family Studies


Student Services Representative - SILICON VALLEY



Location: Silicon Valley
Job ID: 35224

JOB POSTING


Employees and learners alike, are in one of the most dynamic economic regions in the worldSilicon Valley.

Does this spark your interest? Do you enjoy:
  • Providing excellent internal and external customer service, with attention to promptness and a focus on solutions?
  • Treating learners with fairness, dignity and respect?
  • Using Google Suite and Microsoft Office in fast-paced environments?
  • Working in a hybrid environment? 

If you answered "YES" or "ABSOLUTELY YES" to the questions above, the Student Services Representative may be the job for you.

You're still here! It's time to check out this job description and apply.

Our campus is located in Santa Clara, CA, the Heart of Silicon Valley. We like to say that it's here, in Silicon Valley, where the next generation of innovation is born.

Join our vibrant community that connects learners with accredited University of California-approved curriculum!

Work in Silicon Valley and be an employee of UC Santa Cruz!

 

NOTIFICATIONS

UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.

Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.

 

INITIAL REVIEW DATE (IRD)

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

The IRD for this job is: 06-06-2022

 

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

 

DEPARTMENT OVERVIEW

UCSC Extension is based in Santa Clara, CA, the HEART of Silicon Valley. Extension combines advanced professional education and training with the hands-on practicality of Silicon Valley's culture. UCSC Extension operates year-round with a staff of roughly 55 non-teaching employees, over 300 instructors,and  offers approximately 1,200 courses annually. 

Our programs and services support 2,500 adult learners annually. The Student Success and Affairs department includes the Student Services Team, Registrar, Career Services, the International Program and the Workforce Development Program, all of which are essential parts of the success of UCSC Extension, located in Santa Clara, CA.

Extension is an equity-minded organization that represents the full diversity of the University of California and demonstrates a sensitivity to and understands the diversity in academia, race, culture, age, religion, language, abilities/disabilities, sexual orientation, gender identity, socioeconomic status and ethnic backgrounds present in our community.

The University of California has a 150-year history in the San Francisco Bay Area, and is recognized as the leading regional workforce training provider. As part of the University of California, UCSC Silicon Valley Extension is certified by the WASC Senior College and University Commission (WSCUC). We have sustained ongoing partnerships with regional companies, workforce development programs, professional associations and offer accredited courses. 

More information can be found here: https://www.ucsc-extension.edu/student-services

 

JOB SUMMARY

Under general supervision of the Interim Director of Information, Communications and Technology, the incumbent provides excellent customer service to students, instructors and staff. Responsibilities include enrollment and records tasks, with emphasis varying as determined by the academic calendar. Responsibility is performed under general supervision. Functions include, but are not limited to: enrollment; processing of student records, working with various databases and document archives to process payments, create invoices for billing purposes, process transfers and refunds; create and maintain student files; process transcripts, grades and enrollment verifications. This position works collaboratively with Student Services team partners to ensure records integrity, and excellent customer service. 

 

APPOINTMENT INFORMATION

Salary Information: Salary Range: $24.64 - $26.99 / Hourly. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full benefits

Schedule Information:
  • Full-time, Fixed
  • Percentage of Time: 100%, 40 Hours per Week
  • Days of the Week: Mon-Fri
  • Shift Includes: Day

Employee Classification: This is a Career appointment

Job End Date: None

Work Location: Silicon Valley, remote hybrid

Union Representation: CX

Job Code Classification: 004722 (BLANK AST 3)

Travel:  Up to 25% of the time

 

JOB DUTIES

50% - Administrative Duties  
  • Serve as the first point of contact for prospective and existing students to provide information and assistance on various Extension programs.
  • Enter data into business enterprise systems and maintain accuracy of information for assigned department and other departments as needed.
  • Provide administrative support for students; maintain student records; process transcripts, grade reports, education verifications, certificates and other student records; troubleshoot student problems; investigate discrepancies in student records and make recommendations for changes to appropriate departments.
  • Process regular and rush transcript requests and formal certificates and awards, accommodating requests for special service when possible.  Maintain supplies for certificate processing.
  • Send out "End of Program Survey" to students completing the Certificate Programs.
  • Provide academic assistance and information for prospective and current students including International and Workforce students.
  • Adhere to internal planning deadlines.
  • Refer students to submit the appropriate form or refer to the appropriate department for drop/withdrawals, exception to policy, alternative grades, course substitutions, etc.
  • Verify enrollment and fulfill enrollment and records requests including verification letters, providing service and information to students, staff, instructors and external agencies, and collect FERPA authorization forms from students. 
  • Maintain familiarity with policies and regulations as well as with objectives of Extension programs and services.
  • Provide information on policy and answer academic program inquiries and questions via email, phone, or in person meetings for the purpose of encouraging enrollment and/or taking enrollments over the phone; directs students to appropriate personnel for assistance or further advising.
  • Process records for Extension and Campus Concurrent Enrollment courses. Follow appropriate routing and protocol for data entry processing of academic credit, professional credit, CEU credit, and non-credit courses. 
  • Provide students with a list of options, per University policy, and resolve conflicts with general supervision when working with student challenges. Working from the approved script, triage and forward to Registrar instances when exception is applicable. 
  • Collect and compile student data through the CRM tool and course evaluations. Provide data to Manager for analysis and distribution to other departments. Collect quarterly evaluations and quantify results for all program events.
  • Investigate requests or records with unsubstantiated enrollments or grades. Probe students with open-ended questions verifying information supplied. Identify conflicting information in database and follow through on necessary steps to solution. 
  • Close out completed student records and put into archive files. Maintain files for required retention period and oversee maintenance in archives. 
  • Prepare routine correspondence with prospective students.
  • Meet regularly with Supervisor to review projects and work assignments; alert supervisor of potential issues, concerns or challenges and make recommendations for solution. 
  • Process daily drops and refunds and account for credits and refunds to the correct account, including Workforce and International transactions.
  • Upholds University of California, UC Santa Cruz, and UCSC Extension drop, refund, withdrawal, audit, incomplete, and other academic and administrative policies.
  • Process final Academic Review Committee decisions.

30% - Registration
  • Participate in telephone, mail-in, and faxed enrollments.
  • Process multiple forms of payment via credit card, check, and purchase order with accuracy. Collect and verify all student information, ensuring transaction is accurate and current. 
  • Responsible for individual student enrollments, online class enrollments, and complicated group or state contract enrollments for specialized programs. 
  • Accurately convey various policies and procedures, enrollment and withdrawal deadlines, fees and discounts, and other information unique to enrolled courses. 
  • Review student records, and merge if necessary. 
  • Balance weekly and monthly refunds, and check input against computer generated report.

20% - Department Liaison
  • Maintain familiarity with policies and regulations as well as with business goals and objectives of UCSC Extension programs and services. 
  • Communicate/work with Supervisor and/or Registrar who serves as a point of contact with state and federal agencies regarding student enrollment contracts.
  • Collaborate with internal departments 
  • Inform Academic Services per issues with course materials and syllabuses in Canvas, and with course descriptions on the web site.
  • Prepare routine correspondence and documentation requested; working with supervisor when necessary. 
  • Keep up-to-date on catalog content and courses offered by Extension. 
  • Attend and provide administrative support for public events, conferences, and job fairs; deliver and display promotional materials, brochures, catalogs, and event supplies at public events, and assist in event planning. This may include some evening work, requiring shift changes to the regular schedule to accommodate special event schedules. 
  • Create and share event evaluations with appropriate departments.
  • Perform other duties, as assigned.
  • Incumbents are responsible for accuracy, completeness, and end products of work.
     

REQUIRED QUALIFICATIONS
  • Strong interpersonal skills including tact, diplomacy and flexibility to work effectively with students, staff, instructors, and the general department, with the ability to maintain composure in complex and stressful situations.
  • Ability and willingness to provide excellent internal and external customer service with attention to promptness and a focus on solutions; commitment to treating other with fairness, dignity and respect.
  • Demonstrated organizational and problem-solving skills sufficient to establish priorities and meet deadlines under the pressure of high volume and frequent interruptions.
  • High level of computer skills with demonstrated experience using student information systems (or other relational database systems), MSOffice Suite, and other word processing. 

 

PREFERRED QUALIFICATIONS
  • Four-year degree or equivalent combination of experience/training.
  • Related experience including the ability to promote programs with varying curricula.
  • Ability to assist adult students on academic program options, including all student programs (International, Workforce, Concurrent Enrollment, etc.).
  • Related administrative/clerical experience sufficient to demonstrate ability to handle a high level of customer service while under pressure of time and deadline constraints. 
  • Experience with systematically maintaining records and information in hard copy and archived formats.


 

SPECIAL CONDITIONS OF EMPLOYMENT
  • Selected candidate will be required to pass a pre-employment criminal history background check.
  • Ability to maintain appearance and conduct suitable for working in a professional setting.
  • Ability to work long periods of time at a computer with or without accommodation. 
  • Ability to move materials weighing up to 40lbs. with or without accommodation. 
  • Ability to become familiar with and comply with specific and detailed safety procedures. 
  • Ability to work occasional evening and weekends; flexible schedule and restricted vacations during peak periods. 
  • Ability to work remotely from a home office and be able to fulfill requirements of the UCSC telecommuting agreement.
  • The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
  • Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

 

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

 

HOW TO APPLY

Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.

 

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.



APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=35224&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

The University of California 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.





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