Call Center Representative/IESBDC (UEC)

The Inland Empire Small Business Development Center is a federal program partially funded by the U.S. Small Business Administration & the California Governor's Office of Business & Economic Development. The SBDC is hosted by CSU, San Bernadino, University Enterprises Corporation. The purpose of this grant is to provide no-cost technical assistance to entrepreneurs and small business owners in the Riverside and San Bernardino County. Under the direction of the SBDC Director the call center representative will conduct inbound and outbound service calls, provide a high-level of customer service and document details of all calls and customer interactions in the SBDC CRM System.

About University Enterprises Corporation at CSUSB

(This is not a state position)

University Enterprises Corporation at CSUSB ('UEC') supports the university's educational mission by providing quality services that complement the instructional program. The University depends upon UEC to provide services that cannot be supported with state funds. We're responsible for business enterprises on campus including, but not limited to, dining, bookstore, convenience store, and vending services. We also serve as the grantee for federal, state, and local funding for research and sponsored projects.

Position Summary

Temporary, Staff, Part Time, Non-Benefited position through 12/31/2026 (Appointment may be renewed annually based upon availability of funds, availability of work and satisfactory job performance).

Salary: $16.90-$18.00 per hour.

Location: Main office location: Temecula. Additional onsite assistance will be required as needed for training outreach offices and conferences within the two counties.

Work Schedule

19 hours per week. Schedule to be arranged, but typically, Monday-Friday within the range of 8:00AM-5:00PM. Some nights, weekend work may be required.

First Review Deadline

This position will remain open until filled.

Typical Activities

Under minimal supervision of the SBDC Director, the Call Center Representative will work independently to:

• Maintain MIS and EDMIS System and act as technical support for Centers.
• Respond swiftly and courteously to all potential customer phone inquiries.
• Conducting inbound and outbound customer service calls.
• Communicate effectively, in writing, verbally, and via telephone, with all levels of personnel and clients.
• Fulfills requests by clarifying desired information, scheduling appointments, and forwarding other service requests.
• Documenting details of all calls and customer interactions.
• Rescheduling or canceling meetings in a timeous manner.
• Collaborate with the intake manager and other team members to improve customer service and handle high call volumes.
• Collect pertinent information from clients such as addresses, phone numbers, business status information and demographics.
• Responds to 30-50 calls per day.
• Educate clients on programs and other service offerings.
• Managing multiple systems and programs simultaneously.
• Other duties as assigned.
• Some travel required for training outreach offices and conferences within the two counties.

Minimum Qualifications

• Education: High School Diploma.
• Experience: 1 Year General Office Experience
• Other:
  • Required computer skills to perform job, include Google Docs, Microsoft Office, PowerPoint, Windows, Constant Contact, Zoom, Canva, social media.
  • Excellent organizational, time management, interpersonal skills, and telephone etiquette.
  • Excellent oral and written communication skills, including ability to give public presentations.
  • Ability to learn new program and service offerings quickly and discuss options and features in detail.
  • Ability to independently handle multiple work unit priorities and projects.
  • Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.

Benefits Include:

• Sick pay accruals.
• Workers' Compensation, Unemployment Insurance, State Disability Insurance.