Onsite Customer Service Manager - Student Experience

University of California Los Angeles; Los Angeles (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

UCLA Extension seeks an experienced Customer Service Supervisor to lead a high-performing team dedicated to delivering outstanding service to prospective and current students. The role oversees daily operations, staff development, and service quality initiatives to enhance the student experience in a fast-paced environment.

Ideal candidates will bring collaborative leadership, coaching expertise, and a passion for customer service excellence.

Qualifications

• 3 - 5 years Direct customer service experience. (Required)
• 1 - 3 years Experience in providing direct supervision and leadership to team of staff. (Required)
• Coaching, direction, and guidance to team of customer service representatives (Required)
• Strong knowledge of customer service principles and best practices (Required)
• Strong interpersonal skills to motivate and inspire team members (Required)
• Strong problem-solving skills to handle complex customer issues and complaints (Required)
• Excellent verbal and written communication skills (Required)
• Ability 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)
• Training and mentoring staff on customer service techniques and policies (Required)
• Conflict resolution with patience and professionalism (Required)
• Flexibility to adapt to changing customer needs (Required)
• Empathy with customers' needs and concerns (Required)
• Strong decision-making abilities to implement effective customer service strategies (Required)

Responsibilities

• Oversee daily customer service operations and drive service quality improvements.
• Lead staff development, coaching, and performance feedback to build a high-performing team.
• Develop and implement process improvements to enhance efficiency and student experience.
• Collaborate with campus partners to align service goals with UCLA Extension objectives.

Skills

Direct customer service

Supervision/leadership

Coaching

Customer service principles

Interpersonal skills

Problem solving

Verbal and written communication

Multitasking

Conflict resolution

Empathy

Decision making

Education

Bachelor's Degree

Job description

UCLA Extension seeks an experienced Customer Service Supervisor to lead a high-performing team dedicated to delivering outstanding service to prospective and current students. The role oversees daily operations, staff development, and service quality initiatives to enhance the student experience in a fast-paced environment.

Ideal candidates will bring collaborative leadership, coaching expertise, and a passion for customer service excellence.