Student Services Representative

Employees and learners alike, are in one of the most dynamic economic regions in the world...Silicon 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.

Our campus is located in Santa Clara, CA, the Heart of Silicon Valley. We like to say that it's here where the next generation of innovation is born.
Benefits to working at UC Santa Cruz SILICON VALLEY include:
* Medical / Dental / Vision Insurance Plans
* UC Retirement Plans
* Life Insurance / Legal Insurance / Discounted Pet Insurance
* 14 Paid Holidays Plus Accrued Vacation & Sick Leave
* Employee Discount Programs and much more...

Location: UCSC SILICON VALLEY CAMPUS, 3175 BOWERS AVE. SANTA CLARA, CA, 95054.

NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION.

You're still here; it's time to check out this job description and apply.
Join our vibrant community that connects learners with accredited University of California-approved curriculum!
Work in Silicon Valley as an employee of UC Santa Cruz!

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our website.

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INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 07/31/2025

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 diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, 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, and professional associations and offer accredited courses.

More information can be found at https://ucsc-extension.edu

JOB SUMMARY

Under the general supervision of the Student Success and Affairs Manager, 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. Functions include, but are not limited to: enrollment; processing of student records, working with various databases and document archives to process payments, creating invoices for billing purposes, processing transfers and refunds; creating and maintaining student files; processing transcripts, grades, and enrollment verifications. This position works collaboratively with Student Services team partners to ensure records integrity and excellent customer service.

APPOINTMENT INFORMATION

Budgeted Salary: $30.74 - $33.74/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri, with occasional evenings and weekends as needed
• Shift Includes: Day, Evenings, Weekend

Employee Classification: Career appointment

Job End Date: None

Work Location: Silicon Valley (Santa Clara, CA)

Union Representation: CX Union

Job Code Classification: 004722 (BLANK AST 3)

Travel: Never or Rarely

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; direct 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.
• Uphold 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

• High school diploma or equivalent experience.
• 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 others with fairness, dignity, and respect.
• Demonstrated organizational and problem-solving skills sufficient to 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.
• Selected candidate must pass the employment misconduct disclosure process.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work a hybrid work schedule and must be able to work successfully from a home/remote office and fulfill the requirements of the UCSC telecommuting agreement.
• Ability to occasionally work overtime with little or no advance notice.
• Ability to work occasional evenings and weekends; flexible schedule and restricted vacations during peak periods.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to become familiar with and comply with specific and detailed safety procedures.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• 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.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• 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.

MISCONDUCT DISCLOSURE REQUIREMENT

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

- UC Sexual Violence and Sexual Harassment Policy
- UC Anti-Discrimination Policy
- Abusive Conduct in the Workplace

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.

NOTICE OF AVAILABILITY

EEO/AA

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 covered by the UC Anti-Discrimination Policy.

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.