Student Services Representative

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A cover letter is required for a complete application packet.

UCSD Layoff from Career Appointment: Apply by 03/25/2020 for

consideration with preference for rehire. All layoff applicants should

contact their Employment Advisor.

Special Selection Applicants: Apply by 04/03/2020. Eligible Special

Selection clients should contact their Disability Counselor for





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


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.


Under general supervision of the Student Services Manager, the Student

Services Representative will 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 administrative

assistant in 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, manage wait

lists, 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, veterans benefits, financial assistance,

Workforce program, and disabled student services. Provide ideas and

input on methods to improve the services that enhance the student

experience. This position will work with Extension technical groups on

Tax Relief Act requirements and student 1098-t documents. Will act as

first point-of-contact for Extension Tax Relief Act questions and

submit Extension files to our current tax preparation vendor. This

position will also have key holder responsibilities for opening and/or

closing the site.

* A cover letter is required for a complete application packet.

* Candidates may be subject to a skills assessment.

* Must be willing to work altered work schedule as required that

will be between the hours of 7:00am - 10:30pm. Must be able to

work alternating Saturdays (one to three Saturdays per month).

* Overtime may be required during quarterly peak enrollment. No

vacation time approved during peak periods each quarter.

* This position is located at Extensions University City Center

location. Free parking is available onsite. Must also be able to

work at other locations as needed including the main campus in La





Demonstrated 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.


Proven experience advising students and the general public

regarding academic programs, policies and procedures.


Demonstrated experience providing work direction and training to

student employees.


Skills using standard office equipment and basic computer

hardware. Proficient working experience using computer software,

including Word and Excel. Experience to trouble shoot basic

audiovisual equipment such as laptops, LCD projectors, and



Strong experience accurately recording and monitoring cash box

funds and handling various forms of payment according to strict



Demonstrated work experience showing responsibility for tracking,

managing, and maintaining confidentiality of financial, personal

and academic records.


Proven ability to interpret established policies and

administrative regulations, and make independent decisions to

initiate action and follow-through.


Excellent verbal and written communication skills. Experience in

dealing with the public with diplomacy, tact, and flexibility with

diverse customer base. Experience conveying information in a clear

and effective manner both in written and verbal format. Excellent

knowledge of English grammar, spelling, and punctuation.


Experience in establishing and maintaining effective working and

reporting relationships with a wide variety of people,

departments, businesses and associations. Ability to

professionally handle stressful and difficult situations, and

sensitivity to customers needs and concerns.


Strong ability to multi-task, work in a fast-paced environment,

and meet deadlines with frequent interruptions. Demonstrated

ability to process a large volume of documents rapidly and

accurately with close attention to detail.



* A background check is required for this position.

Duties may require direct contact with children (defined as

individuals under the age of 18); completion of the Child Abuse and

Neglect Reporting Act (CANRA) form will be required.
  • 1
  • Negotiable
  • None
  • None
  • Re-129663
  • Permanent
  • 3

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