Job Code: 004137
Job Open Date: 6/29/2023
Application Review Begins: 7/17/2023
Department Code (Name): RECR
$ads={1}
Percentage of Time: 100%Union Code (Name): 99 - Non-Represented (PPSM)
Employee Class (Appointment Type): Staff: Career
FLSA Status: Exempt
Classified Indicator Description (Personnel Program): PSS
Salary Grade: Grade 20
Hiring/Budgeted Salary or Hourly Range: $66,350 - $70,500 annually
Full Salary Range: $61,700 - $108,100 annually. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University.
Work Location: Recreation Center 1110
Working Days and Hours: Monday - Friday, 8am - 5pm (variable based on programming needs)
Benefits Eligibility: Full Benefits
Special Instructions
For full consideration, please include a resume and a cover letter as part of your application.
Department Profile
The UCSB Department of Recreation provides programs, services, and facilities for students, staff, faculty, and community members which promote an active, balanced lifestyle that contributes to the development of social, emotional, and physical health essential to long-term wellbeing.
Benefits of Belonging
Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC
Brief Summary of Job Duties
Under the direction of the Assistant Director for Operations, the Customer Service Coordinator is responsible for the design, implementation, coordination, and the general supervision of the Recreation Department's customer service functions. Recruits, selects, trains, schedules and evaluates a large group of student employees. Implements programs to measure development of employees, volunteers and students. Provides a quality control system for maintaining high customer service standards.
Required Qualifications
- Bachelor's degree in a related area and/or combination of education and experience
- 1-3 years of customer service experience in any professional setting
- American Red Cross First Aid & CPR Certifications (or willingness to obtain within first 3 months of employment)
Preferred Qualifications
- Master's degree in a related area and/or combination of education and experience
- 1-3 years of customer service experience within the university setting
Knowledge, Skills and Abilities
- Working knowledge of member management software platforms
- Skilled in managing customer service functions for a large organization
- Ability to supervise student employees
- Thorough demonstrated verbal and written communication skills
- Uses highly developed and creative problem solving skills to deliver and foster a strong service orientation, program management, and sound judgement and decision-making; uses strong critical thinking skills to develop original ideas, in a varied and challenging environment.
- Demonstrated strong leadership and interpersonal skills and the ability to work effectively across the organization, internally and externally in non-routine situations.
Special Conditions of Employment
- Mandated reporting requirements of Child Abuse
- Satisfactory conviction history background check
- UCSB is a Tobacco-Free environment
Job Functions/Percentage of Time/Duties
- 45% Program Operations: The Customer Service Coordinator acts as the main liaison between the Recreation Department and the community. Ability to interact and communicate in an effective and dependable manner, as well as establish and maintain cooperative working relationships with campus communities such as students, staff, faculty and co-workers.
Service Location Oversight:
Coordinates customer service functions through student managers responsible for program registration, membership sales, locker rentals, towel service, laundry, lost & found, facility access rights, equipment checkout, and retail sales. Establishes and maintains service oriented policies and procedures related to the operation of all customer services areas including Customer Service Center and Recreation Center Front Desk. Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations, and to respond appropriately to conflicts and problems. Provides customer support facilitating registration/payment for department programs and updates the customer service page on the departments website. Ensures timely responses are provided to customer inquiries received via email and phone. Distributes, collects and retains liability waivers per UC retention policies. Produces membership cards, maintains supplies for card production and performs regular maintenance on card printing equipment. Serves as the primary point of contact for other campus departments requesting services. Collaborates with Wellness Cluster admin to ensure recharges are completed for these services. Provides on-site supervision during large, complex, and high-risk events. Makes recommendations to the Assistant Director, Operations for areas of improvement in the Customer Service area.
Fusion & Connect 2 Specialist:
Collaborate with the Senior Associate Director to ensure functionality of the Fusion recreation management software. Participates in regular testing of upgrades and interfaces with other UCs to leverage user knowledge. Submits tech support tickets to vendors as needed and develops training specific to direct report needs. Maintains current and comprehensive manuals in relation to system use, policies and procedures. Develops tasks and memos via Connect2 for student staff working at the Customer Service Center and Front Desk. Educates student staff on Risk Management and Emergency Response Protocol (ERP).
Payment Processing:
Tracks and processes all the patron(s) refund requests in a timely manner. Assists in determining appropriate next step actions for patron(s) whether it be a voided transaction or a refund. Audits daily money reports at the Customer Service Center, Front Desk, and Equipment Rooms. Completes required campus documents for daily cash deposits and makes daily cash deposits at Campus Cashier’s Office. Collaborates with Wellness Financial Admin on closure of monthly cash and credit card reporting to the campus general ledger. As needed, assists Wellness Financial Admin with finding and correcting error in the credit card processing and Fusion Systems. Manages Faculty/Staff Payroll Deduction facility membership program. Initiates fee deduction from paychecks by submitting a request to BFS. Responsible for auditing the payroll deduction report via PowerBI to ensure that department records match the general ledger. Trains all student staff on PCI Compliance, and Cash Handling Policies, and ensures that all generated income is deposited to the appropriate accounts.
- 35% Personnel Management & Supervision: Responsible for recruiting, hiring, training and evaluating over 50 student employees. Provides supervision, leadership and mentoring to student staff. Responsible for scheduling (WhenToWork) and approving timecards via Kronos. Responsible for completing all necessary hiring/termination paperwork in accordance with the department guidelines. Holds regular staff meetings for student staff including continued training and development opportunities. Trainings/Compliance: FERPA, Fusion, PCI, Cash Handling, and relevant UC Trainings.
- 10% Budget Planning & Management: Responsible for the research, forecasting and preparation of the annual operational and student payroll budget for the customer service area. Develops, implements and adheres to the approved budget. Researches cost saving options and presents solutions to Assistant Director, Operations. Submits all requested budgets in accordance with the department’s budget cycle. Submits supply orders or reimbursements as necessary, within budget limitations and in accordance to both university and department policies.
- 10% Miscellaneous: Collaborates with the Recreation Department marketing and programming teams to ensure that the customer service team is well informed of all offerings. Responsible for the coordination of facility tour requests. Serve as departmental representative on various committees on campus. Participates in staff meetings, activities and events. Collaborates as part of the facilities and operations team for special event supervision. Maintain files and records and prepare reports. May be required to perform other duties as assigned.
Vaccinations Programs – Including SARS-COV-2 (COVID-19)
As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs – With Interim Amendments.*
As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals** must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.).
Federal, state, or local public health directives may impose additional requirements.
For more information, please visit:
- UC Santa Barbara COVID-19 Information https://www.ucsb.edu/COVID-19-information
- University of California Policy on Vaccinations – With Interim Amendments https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy
- August 5, 2021 California Department of Public Health (CDPH) Order (Heath Care Worker Vaccine Requirement) https://www.cdph.ca.gov/Programs/CID/DCDC/Pages/COVID-19/Order-of-the-State-Public-Health-Officer-Health-Care-Worker-Vaccine-Requirement.aspx
- Note: UC will be updating the COVID-19 vaccination policy to systemwide opt-out program (May 23, 2023) https://ucnet.universityofcalifornia.edu/news/2023/05/uc-updating-covid-19-vaccination-policy-to-systemwide-opt-out-program.html
** Covered Individuals: A Covered Individual includes anyone designated as Personnel, Students, or Trainees under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.
Equal Opportunity/Affirmative Action Statement
UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Reasonable Accommodations
The University of California endeavors to make https://jobs.ucsb.edu accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Katherine Abad in Human Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Privacy Notification Statement and Notice of Availability of the UCSB Annual Security Report Disclosures
Application Status
If you would like to check the status of your application, please log into the Candidate Gateway where you applied and click on 'my activities'.
