Customer Support Assistant

Location: Silicon Valley
Job ID: 52682

JOB POSTING

This position works remotely the majority of the time, requiring a telecommuting agreement and adherence to the UCSC Telecommuting/Remote Work Guidelines. The employee shall be available in a full-time capacity during assigned telecommuting work hours (specific hours to be discussed with supervisor). While telecommuting/remote working, the employee is responsible for ensuring a worksite environment suitable for accomplishing their regular job duties during scheduled hours of work and, if applicable, arranging for dependent care just as they would if they were working at the regular UCSC worksite.

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: 05-31-2023


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

Scout, from University of California, is an online education program that is available for middle and high school students, teachers, schools, and school districts. UC Scout offers A-G approved college preparatory and College Board-approved Advanced Placement courses online. UC Scout's mission is to provide high-quality A-G and AP curricula and courses for students in need, with an emphasis on advancing the academic success of California's educationally underserved students. UC Scout consists of roughly forty full-time employees and another two dozen part-time employees. UC Scout is a branch of the UC Santa Cruz Silicon Valley Extension and the University of California. The UC Scout team is a remote team that holds occasional meetings from its home location in Santa Clara, CA.

More information can be found here: https://www.ucscout.org/

JOB SUMMARY

The Customer Support Assistant reports to the Customer Support Supervisor and backs up the Customer Support team. The incumbent performs administrative services including overseeing the scholarship program, reviewing Americans with Disabilities Act (ADA) documents, overseeing and updating the website and chatbot tools, addressing past due payments from vendors, serving as a liaison for vendors, maintaining department policies and processes in Confluence, and providing general support to the Customer Support team. This position is a hybrid position with the majority of the work taking place remotely. Roughly one day, every two weeks, the incumbent works in person at the University of Extension campus in Santa Clara, CA.

APPOINTMENT INFORMATION

Budgeted Salary: $30.40 - $34.32 / Hourly. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary above the posted range. The salary shown above is the budgeted range the University reasonably expects to pay.

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: Remote Hybrid / Silicon Valley

Union Representation: CX - Clerical & Allied Services

Job Code Classification: 004263 (ADMIN OFCR 2 CX)

Travel: Up to 25% of the time

JOB DUTIES

30% - General Customer Support

• Supports the Customer Service Supervisor by providing administrative services, general operations, and supporting the customer support team with coaching on best practices in telephone, Live Chat, and email support. Under the supervisor's guidance, works to improve policies and practices.
• Supports the AP exam coordinator with the development of logistics and proctoring the AP exam. During the AP exam in May, needed on-site for two weeks for exam support.
• Serves as Customer Service supervisor and escalated decision-maker for the customer support department when the supervisor is not available.

15% - "Custom" Course Cupport

• Provides exemplary VIP customer service, acts as a liaison between vendor point of contact (which consists of large school districts and/or large purchase orders), sets up Custom plan courses, sends surveys, reviews vendor satisfaction data, and learns from data and feedback.

15% - Chatbot Management

• Constantly reviews customer questions asked over Chatbot. Maximizes the effectiveness of Chatbot tool. Within Chatot, adds new questions, makes regular revisions and improves answers to better support customer understanding.

15% - Financial Reconciliation

• Processes financial incoming checks from vendors by going to the University of Extension campus once every two weeks-or as needed. Monitors and manages the payment and invoicing spreadsheet. Sends invoices to past-due vendors for all program types.

15% - Scholarship Program

• Ensures successful implementation of the scholarship program. Updates scholarship information on the website. Collects and analyzes data to determine if students qualify. Confirms if students are eligible. Communicates the scholarship plan effectively to students, parents, teachers, internal staff, and administrators. Strong organizational and management skills.

5% - Project Support

• Develops an overall working knowledge of UC Scout programs. Updates and creates Confluence pages to capture procedures and best practices. Aids in project activities such as the Student Information System, Customer Relationship Management, and Content Management System updates.

5% - Document ADA compliance

• Documents and oversees Americans with Disabilities Act (ADA) documents. Supports IEP and 504 requests. Communicates to instructors and family any special requirements and documents conclusions to shared databases.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience and / or training.
• Ability to adapt to constantly shifting priorities, while managing strict and sometimes competing deadlines and unexpected urgent situations are necessary.
• Strong customer service skills internally and externally.
• Solid organizational skills, sufficient to prioritize and work on multiple tasks simultaneously, with accuracy and and interruptions.
• Keen attention to detail.
• Strong oral communication skills.
• Strong written communication skills.
• Strong level of computer skills with proficiency in Google Suite or equivalent software, and teamwork tools (e.g., Google Chat).
• Ability to perform successfully in a collaborative team-based environment.
• Strong interpersonal skills demonstrated by an ability to interact effectively with students, staff, instructors, the general public, and the department, and an ability to develop and maintain good working relationships with vendors.

PREFERRED QUALIFICATIONS

• Professional experience with educationally disadvantaged populations in an educational context.
• Experience in, or knowledge of, the field of K-12 Online Education.
• Fluency in a Language Other Than English (LOTE) that is commonly spoken in California.
• Familiarity with the organization's processes, protocols, and procedures.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• Ability to perform essential physical job functions.
• Must be able to work remotely from a home office and be able to fulfill requirements of the UCSC telecommuting agreement.
• Will be required to work a hybrid work schedule, days of the week and number of days to be determined, and be able to fulfill requirements of the UCSC telecommuting agreement.
• Ability to work a variable schedule.
• Ability to work occasional evenings and weekends as directed.
• Ability to occasionally work overtime with little or no advance notice.
• Ability to respond to emergencies after hours as necessary.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• 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.

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=52682&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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