Job Requisition Number: 23171. UC Berkeley Extension is the continuing education branch of the University of California, Berkeley. Extension offers more than 2,000 courses per year in a variety of subjects both online and in the classroom. Extension?s administrative departments and units include student records (transcripts), registration, scheduling, international student services, facilities, financial services, and the cashier?s office. In addition to the main Berkeley center, it has responsibility for the maintenance and operation of regional centers in San Francisco (Spear Street), and Belmont and other leased facilities in the San Francisco Bay Area.
The Registration department is the multi-function student affairs and services program and operation of the Student Services Office. It is responsible for the initial point of contact for all new, continuing and prospective students. The breadth and variety of inquiries that reach this unit are wide and complex. Once a primary point of contact for transactional operations, the unit is now tasked with resolving questions related to policies, programs, services, and disputes. The goals and objectives of the Registration Unit are to provide excellent, comprehensive service to students, staff, faculty and the general public during regularly scheduled hours and extended hours as assigned by the Associate Registrar and Department Manager. These roles are responsible for engaging and retaining our current and prospective students via outstanding service and end to end resolution.
?Provides general information about courses and certificate programs and is able to speak with a high level of professionalism about UC Berkeley Extension to prospective and current students and members of the public.
?Positions UC Berkeley Extension programs through phone, email, and website, communicates the programs? value to target audiences, promoting the Berkeley brand and the Berkeley concept of continuing education. Using scripted prompts, asks prospective students questions concerning their educational needs.
?Provides enrollment guidance to assist prospective and current students in making decisions about their enrollment at Extension.
?Maintains student information systems/CRMs, collecting data to determine student needs and to assist with tracking student progress. Creates a record in CRM for each student interaction to record nature of contact and establish contact history.
?Communicates and exchanges information between students and units at UC Berkeley Extension and makes referrals to academic units to help students with their academic program and goals for the purpose of maximizing effectiveness, student success, and retention.
?Coordinates with Exam Scheduling, communicates proctor selection criteria and test center locations. Using Extension?s standard policies, assists students in understanding exam related procedures.
?Uses system manual to instruct students on how to access information and student services in support of learning effectiveness and student success.
?Provides Tier 1 support to students related to technology support and troubleshooting, campus policies and procedures, and other resources that maximize student satisfaction.
?Provides resolution of student problems and needs that are dependent upon other UC Berkeley Extension offices or resources. Conducts follow up on students? behalf as needed. Escalates more complex issues to unit lead.
?Provides non-academic support to students, staff and instructors on optimal utilization/engagement of learning management systems.
?Handles confidential information with tact, discretion, and in compliance with FERPA regulations and institutional policy.
?Applies a thorough understanding of UC Berkeley Extension policies and procedures and their implications to complex course and registration scenarios.
?Evidences broad knowledge and understanding of various components of systems utilized by department; able to inform, advise, counsel other staff on best practices, proper guidelines; reports potential risks to manager.
?Regularly participates in the creation, maintenance and distribution of documentation of departmental knowledge and processes related to work unit.
?Following a standard communications model proactively discovers needs of prospective students and advises/guides them on programs, curriculum fees, admissions requirements, application procedures, financial aid availability, etc.
?Processes enrollments, drops, withdrawals, and other transactions in the student information system or CRM to facilitate student or department requests related to concurrent enrollment, waitlist management, and other special enrollment related transactions.
?Completes enrollment transactions for students registering by phone.?Experience providing exceptional customer service or advising ?Knowledge and experience working with a diverse constituency. ?Desire to help students achieve their academic, professional, and personal goals. ?The ability to interpret and clearly explain policies and procedures to prospective and current students and to the public. ?Ability to provide exceptional and accurate guidance to students in person, over the phone, and in writing. ?Ability to assess and anticipate students? needs related to their experience at UC Berkeley Extension. ?Demonstrated ability to take ownership of accuracy and attention to detail. ?Ability and willingness to adapt and contribute to technological and business process changes. ?Ability to learn and apply established policies and practices to support the growth of courses and registration. ?Commitment to providing quality service by assimilating a large body of factual information and relating it to students, faculty, and staff in a caring, efficient, and consistent manner. ?Receptivity to an environment of collaborative coaching, training, and motivation. ?Excellent written, verbal, and interpersonal communication skills, including active listening skills. ?Must be highly organized with the ability to prioritize multiple demands. ?Ability to communicate and work effectively as a member of a student focused support team. ?Must be honest, professional, and possess a high level of integrity. ?Demonstrated ability to inspire and motivate others.
?Familiarity with a college environment either through work experience or as a student in order to advise and direct instructors, students, staff and the general public effectively.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.