Customer Service Manager

University of California - Los Angeles (UCLA); Los Angeles (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

UCLA Extension is hiring to lead a customer-focused team delivering excellent service to prospective and current students. You will oversee daily operations, staff development, and service quality initiatives to enhance the student experience in a fast-paced environment.

Ideal candidates are collaborative leaders passionate about customer service and operational excellence, with the ability to motivate a team and drive continuous improvement on a campus-wide scale.

Qualifications

• 3–5 years direct customer service experience.
• 1–3 years experience supervising a team.
• Coaching, direction, and guidance to staff.
• Strong customer service principles and communication.
• Ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• Lead daily customer service operations and monitor service quality.
• Develop staff through coaching and mentoring initiatives.
• Implement process improvements to enhance the student experience.
• Collaborate with teams to resolve complex customer issues.
• Foster a collaborative, high-performance service culture.

Skills

Customer service

Leadership

Coaching

Communication

Problem solving

Multi-tasking

Conflict resolution

Staff development

Empathy

Decision making

Education

Bachelor's Degree

Job description

Special Instructions to Applicants

This position is Fully Onsite.

Department Summary

UCLA Extension is considered one of the top programs of its kind, offering to more than 35,000 students per year approximately 4,500 classes and non-degree certificate programs to meet the professional development, continuing education and personal enrichment needs of the full spectrum of nontraditional students as well as companies and organizations throughout and beyond the Los Angeles region.

Position Summary

Join UCLA Extension and lead a customer-focused team dedicated to delivering exceptional service to prospective and current students. This role oversees daily customer service operations, staff development, process improvements, and service quality initiatives to enhance the student experience. Ideal candidates are collaborative leaders who are passionate about customer service, team development, and operational excellence in a fast-paced environment.

Salary & Compensation

*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

• 3 - 5 years Direct customer service experience. (Required) And
• 1 - 3 years Experience in providing direct supervision and leadership to team of staff. (Required)
• Thorough skills in providing coaching, direction, and guidance to team of customer service representatives. (Required)
• Thorough working knowledge of customer service principles and best practices. (Required)
• Strong interpersonal skills to effectively motivate and inspire team members. (Required)
• Strong problem-solving skills to handle complex customer issues and complaints, with proficiency in evaluating issues and identifying effective resolutions. (Required)
• Excellent verbal and written communication skills to effectively interact with customers and team members. (Required)
• Capability to manage multiple tasks and priorities in a fast-paced environment. (Required)
• Ability to lead, motivate, and manage a team of customer service representatives. (Required)
• Skills in training and mentoring staff on customer service techniques and policies. (Required)
• Ability to resolve conflicts and handle difficult customer situations with patience and professionalism. (Required)
• Flexibility to adapt to changing customer needs and business environments. (Required)
• Ability to understand and empathize with customers' needs and concerns. (Required)
• Strong decision-making abilities to implement effective customer service strategies. (Required)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree in related area and / or equivalent experience / training (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.
• This position requires a fully onsite work schedule. (Required)

Schedule

Monday - Friday: 8AM - 5PM

Union/Policy Covered

99-Policy Covered