The Highlander One-Stop Shop (HOSS) is a centralized campus function for the Office of Undergraduate Admissions, Student Business Services, Office of the Registrar, Summer Sessions Department, and the Office of Financial to maximize efficiency and streamline the customer experience. Under the leadership of the Associate Vice Chancellor of Enrollment Services and the direct supervision of the Assistant Director of Financial Aid, Customer Service, the HOSS Supervisor significantly impacts the success of the high-volume walk-in counter and the Highlander Port. This role ensures streamlined HOSS operations in a complex environment, meeting diverse student needs and effectively liaising with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials. HOSS Information Specialists and department representatives serve as frontline resources, offering transparency and accessibility regarding procedures, policies, regulations, and programs in Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Responsibilities include the overall operation of the HOSS, maintaining a clean and organized customer-facing area, managing operational statistics and reports, maintaining appointment software, directing student flow, escalating issues, and promoting a culture of collaboration, process improvement, active listening, and inclusion. The salary range for this position is $62,900.00 - $110,100.00. However, the expected pay scale for this position is $62,900.00 - $77,000.00 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs. Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff. As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time.\u202f Federal, state, or local government directives may impose additional requirements.
Responsible for providing guidance to staff and monitoring customer service levels for the unit.Ensures delivery of quality customer service to various constituencies.Schedules staff, distributes assignments and manages workflow.Supervises staff providing customer service systemwide with responsibility for quality and quantity of work.Has involvement in personnel-related actions and may participate in the selection, development and evaluation of staff.Makes recommendations and process changes to ensure effective and efficient customer service.Follows internal policies and uses discretion to resolve escalated calls.Reviews processes and procedures to improve service.
Working knowledge of customer service.Interpersonal skills to effectively motivate others.Skills to evaluate issues and identify resolution.Verbal and written communication skills.Ability to effectively manage multiple priorities.Customer service experience and skills in providing coaching direction and guidance to customer service representatives.Demonstrated ability to lead.
Skills to evaluate issues and identify resolution. Customer service experience and skills in providing coaching direction and guidance to customer service representatives. Working knowledge of customer service. Demonstrated ability to lead. Interpersonal skills to effectively motivate others. Ability to effectively manage multiple priorities. Verbal and written communication skills.