Customer Service Center Representative (4723C), Recreation & Wellbeing - 67564

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

The Department of Recreation & Wellbeing provides competitive and recreational opportunities for students, faculty, staff and campus affiliated community members. In addition to the 30 sports clubs, the department offers a wide range of recreational activities and state of the art equipment.

Application Review Date

The First Review Date for this job is: Friday, April 26, 2024

Responsibilities

PROGRAM

Membership:

• Provide customers with information concerning Membership types, process payments for memberships and process CRC photo ID Membership Cards.
• Provide facility tours as needed.

Passport:

• Provide passport customers with application forms.
• Answer questions and ensure customers submit complete applications and pay correct fees.
• Administer the passport oath to customers and witness the customer's signature on applications.
• Forward all applications and documents to Passport Services for further processing.

Enrollment:

• Set-up and maintain the online store, website, and program binders.
• Set up and maintain waiting lists.
• Process camp/class/clinic enrollments, and send out receipts, confirmations, and program information.
• Generate program reports for review and use by program managers and directors.
• Respond to non-routine patron requests for refunds, payment issues, transfers, special requests, etc.
• Work with the Customer Service Manager to resolve these issues.
• Assist with editing brochures and submitting changes to the department's Media/Communications Manager.

Cashier:

• Operate cash register, point of sale program, Fusion, and online sales.
• Process cash, check, and/or charge payments.
• Adhere strictly to University Cash Handling Policies.
• Reconcile and balance cash in preparation for deposit.

Appointment Services:

• Assist patrons in the use of the online scheduling systems.
• Schedule appointments as needed.

Rec Programs:

• Maintain a thorough knowledge of all Recreational Sports Department programs and provide accurate information and referrals to customers and members.

Facilities

• Maintain a working knowledge of all recreation facilities and program assignments, as well as program schedules and use of EMS Master Calendar to search scheduling detail.
• Serve as a point person for critical areas such as Passports and Enrollments.

CUSTOMER SERVICE

• Provide customer service by selling a wide variety of Rec Sports products and services, including, but not limited to, memberships, locker sales, passport application processing, and other Rec Sports products and services.
• Answer promptly using standard department salutation.
• Answer e-mail correspondence within 24 hours.
• Prioritize walk up customer needs over phone and email.
• Problem-solve customer and program issues that impact sales and registration.
• Adhere to unit dress guidelines of business casual dress attire.
• As the front-line representative for all program and membership questions, this position plays a key role in sales and customer relations.

ADMINISTRATIVE SUPPORT

• Process and enter program data and project information, both routinely and by special request, into database systems.
• Process passport photos and new/replacement membership cards using electronic imaging equipment.
• Prepare refund forms and reports for final signatures and processing.
• Generate routine and special request reports as assigned.
• Submit purchasing, maintenance, and computer service requests per department protocol and procedures.

OTHER

• Work a flex schedule to meet customer flow and demand; seasonal peak periods.
• Open & close office. Maintain a clean and orderly work area.
• Maintain necessary supplies and forms/brochures.
• Inform Customer Service Manager when supplies are needed.
• Provide program information to other guest services units (Locker Rooms, Hearst Service desk, etc.).
• Complete other duties as assigned by Rec Operations and Customer Service Center manager.
• Maintain annual certification as US Passport Representative.
• Assist with training student cashiers on the operations at two satellite locations, the Golden Bear Recreation Center & Strawberry Canyon Recreation Area.

Required Qualifications

• Working knowledge in administrative procedures and processes including word processing, spreadsheet, and database applications.
• Verbal and written communication, active listening, critical thinking, multi-tasking, and time management skills.
• Familiarity with adult, youth, and outdoor program clientele and environment.
• Computer skills including Microsoft Word, Excel, Filemaker Pro, Fusion.
• Basic knowledge of passport, intranet, accounting processes (to compute discounts).
• Excellent customer service skills.
• Ability to accomplish work tasks in a stressful and fast-paced environment.

Education/Training/Licenses:

• High school diploma and/or equivalent experience/training.
• United States citizenship or non-citizen U.S. national.

Preferred Qualifications

• Knowledge of and/or ability to learn about department and University policies regarding all recreation program and sales transaction-related procedures and processes.
• US Government Passport Agent Certification.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted salary or hourly range that the University reasonably expects to pay for this position is $25.20 (step 1.0) - $25.74 (step 2.0).

• This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is non-exempt and paid bi-weekly.

How to Apply

To apply, please submit your resume and cover letter.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

Other Information

This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

The University of California's Affirmative action policy.

The University of California's Anti-Discrimination policy.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=67564&PostingSeq=1