Customer Support Specialist

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Department Summary

UCLA Recreation is a large department within the Division of Campus Life in Student Affairs with approximately 90 career and contract full-time employees and over 1,000 part-time employees.

UCLA Recreation provides extensive access to a broad range of recreational activities and wellbeing services, and offers programming which encompasses the competitive, passive, social, cultural, and instructional aspects of recreational activity.

In addition, the department manages 15 of the University's recreational and athletic facilities offering recreation, competition, and numerous multi-use options for student and university events.

In support of UCLA Recreation programs and services, the incumbent supports all aspects of departmental sales and service operations.

Position Summary

• Under the direction of the Member Services Managers, the Customer Support Specialist oversees customer inquiries, the coordination and support of online purchases and refunds;
• audits daily records of receipts, payments, and deposits; follows UCLA, UCOP, and Payment Solutions and Compliance protocols, represents the department when contacting campus and system-wide offices, outside agencies, and institutions;

and develops and maintains adequate cash security measures following University policies and internal control standards.

The incumbent also opens and closes the cashiering office and oversees the daily operations of sales of Recreation memberships, programs, and services through our licensed POS system.

Salary & Compensation

UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations.

Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

1. Working knowledge of cashiering practices with significant experience in daily cashiering operations to include cash, check, credit card transactions, reconciliation of sums of money to reports, preparation of funds for deposit and related banking procedures.

Required)2. Working knowledge of common computer applications in an office environment and computer-assisted cashiering operations, including data entry and report production.

Required)3. Demonstrated skill in reconciling money to reports, resolving questionable or troublesome transactions, counting money, and minimizing errors and problems.

Required)4. Knowledge of University business, finance, and accounting procedures related to cashiering operations. Proven ability to work independently and respond to complaints, comments, facility problems, medical or other emergencies, always acting under university policy.

Preferred)5. Skill in written and verbal communicating in a clear, concise manner which results in efficient completion of tasks.

Ability to explain processes and information to patrons in a clear, concise, and diplomatic manner. (Required)6. Demonstrated skill in working independently and following through on assignments with minimal directions.

Able to effectively complete tasks. Ability to anticipate needs, prioritize, schedule, and perform tasks to meet established deadlines.

Required)7. Solid organizational skills and ability to multi-task with demanding timeframes. Skill in performing efficiently under conditions of fluctuating workload and stressful work periods.

Required)8. Ability to establish and maintain cooperative working relationships with co-workers and the public. Ability to listen perceptively and maintain equanimity when dealing with complaints or conflicts, and to resolve difficult situations to positive outcomes.

Required)9. Ability to use sound judgment in responding to issues and concerns. Ability to use discretion and maintain confidentiality.

Required)10. Quality customer service skills, strong customer engagement, demonstrated ability to resolve customer issues.

Required)11. Excellent written and oral communication skills. Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.

Required)12. Experience managing a point-of-sale system, cash and non-cash transactions, and best practices with processing transactions, entering data, and developing and extracting reports. (Preferred)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree Related area and / or equivalent experience / training (Preferred)

Special Conditions for Employment

Background Check : Continued employment is contingent upon the completion of a satisfactory background investigation.Live Scan Background Check : A Live Scan background check must be completed prior to the start of employment.

Age Requirement : Candidate(s) must be 18 years or older to be eligible to be hired.CANRA : The position is designated as a mandatory reporter under CANRA.

The employee must sign the "Statement Acknowledging Requirement to Report Child Abuse".Ability to maintain an established regular schedule and to work occasional nights and weekends (Required)

Schedule

8am to 12pm - with flexibility

Union / Policy Covered

99-Policy Covered

Complete Position Description

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