"Customer Outreach Coordinator"

Position Summary

The University of California, Los Angles provides approximately 22,000 parking spaces to accommodate the needs of a growing community of 80,000 staff, faculty, students, patients and visitors. All business units within UCLA Commuter & Parking Services work together to develop innovative parking customer service solutions and technologies to deliver a seamless customer experience. Under the general direction of a member of the Bruin Commuter Programs (BCP) Leadership team, provide a variety of excellent customer service, technical functions and administrative support to meet the day-to-day operational needs of the department, ensuring high quality customer service at all times. Major duties include information review and sharing, problem resolution for departmental and individual customers, and ensuring that inquiries relating to BCP receive appropriate, timely, and effective responses. Resolve customer issues using judgment and discretion regarding issues that need to be addressed by a higher level authority due to the nature, visibility, or sensitivity of the issue. Assist with special projects and perform functional duties by utilizing BCP systems and programs. Act as liaison between campus partners and BCP.

Salary & Compensation

The budgeted hiring hourly rate for this position is $30.36, with placement determined by skills, knowledge, and experience.

*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. Demonstrated strong customer service commitment by providing timely and accurate information in response to a high volume of information requests. (Required)
• 2. Ability to understand and explain to customers, the complex parking rules and regulations, annual parking renewal process and other parking policies and procedures. (Preferred)
• 3. Thorough knowledge of staff/faculty, student and visitor parking and alternate transportation processes. (Preferred)
• 4. Ability to exercise good judgment in the resolution of customer complaints, questions and special issues or concerns. (Required)
• 5. Ability to establish cooperative working relationship with internal and external customers/contacts at all levels, including customers, front-line customer service staff and management. (Required)
• 6. Demonstrated effective interpersonal, communication and organizational skills and function effectively and efficiently as a member or leader of a team. (Required)
• 7. Ability to produce appropriate statistical reports, data and informational reports as required/requested by Commuter & Parking Services management or the campus. (Required)
• 8. Demonstrated ability to work amid frequent interruptions requiring constant problem solving, troubleshooting, decision-making and prioritizing in a fast- paced work environment. (Required)
• 9. Ability to examine current processes and systems, and provide suggestions/initiate project for improvement and/or streamlining. (Required)
• 10. Ability to use technical systems to analyze information, problems, situations, practices and procedures to define the problem and formulate logical and objective conclusions. (Required)
• 11. Proficient in the use of office software products, including Microsoft Word, Excel and Outlook as well as other comparable applications. (Required)
• 12. Ability to follow University and departmental administrative policies and procedures. (Required)

Education, Licenses, Certifications & Personal Affiliations

Bachelor's Degree Bachelor's degree in a relevant field. (Preferred)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

Monday - Friday, 8:00am to 5:00pm

Union/Policy Covered

CX-Clerical & Allied Services