Customer Service Manager, Enrollment Services

Position Information 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 Aid. It maximizes efficiency and streamlines the student 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 representative departments to provide ongoing training for HOSS staff, including the creation of comprehensive reference and training materials. 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. The expected pay scale 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. The University will not 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. Requirements Educational Requirements Bachelor’s degree in a related area and/or equivalent experience or training. Experience Requirements 4 – 7 years of related experience. Previous supervisory or managerial experience. Minimum Requirements 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 Preferred Qualifications Preferred qualifications not specified in the original text. #J-18808-Ljbffr University of California, Riverside