Customer Service Manager, Enrollment Services

Overview

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.

• Operate the HOSS, ensuring a clean and organized customer-facing area.
• Manage operational statistics and reports.
• Maintain appointment software and direct student flow.
• Escalate issues as needed and promote a culture of collaboration, process improvement, active listening, and inclusion.
• Liaise with represented departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials.

The salary range for this position is $62,900.00 - $. 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. Federal, state, or local government directives may impose additional requirements.