Customer Outreach Coordinator

BLANK AST 3 (004722)

UCPath Position ID: 40893320

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1126045

Approved Date:

1/21/2026 11:33:44 AM

Date Last Edited:

1/21/2026 11:33:40 AM

Last Action Effective Date:

8/23/2019

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR

Division Code:

5901D

Division:

ADMINISTRATION

Department:

335000 - PARKING SERVICES

Position Details

UCPath Position Number:

40893320

Position Description ID

168611

UC Payroll Title:

BLANK AST 3 (004722)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40063547

Reports to Payroll Title:

PARKING OPS ENFORCEMENT SUPV 2

UCPath Department Head Position Number:

40048968

Department Head Payroll Title:

PARKING AND TRANSPORT MGR 2

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

The Customer Outreach Coordinator plays a central role in UCLA Transportation's customer engagement, frontline support, and campus outreach efforts. As a member of the Customer Relationship Management (CRM) team, which supports an annual campus population of more than 90,000 students, staff, and faculty, this position helps deliver the training, tools, and technology that enables customers to choose how they prefer to commute to campus. The CRM operation manages more than 50,000 customer interactions annually across email, phone, and in-person channels.

The Customer Outreach Coordinator supports daily customer service operations, provides escalatory assistance to student (casual) staff, and ensures consistency and accuracy across CRM processes, documentation, and communication workflows. The role also leads key campus outreach, including New Employee Orientation (NEO) and other annual engagement events, to promote sustainable transportation programs and enhance departmental partnerships. With responsibilities spanning quality assurance, training, and stakeholder engagement, this position is integral to delivering a seamless, customer-centered experience for the UCLA community

Customer Service & Communications

1. Respond to customer inquiries via email, phone, and in-person channels with accuracy, clarity, and professionalism.

2. Support day-to-day customer service operations by independently resolving issues and determining appropriate recommendations for customers.

3. Draft accurate written communications to customers and contribute to creating and reviewing standardized response templates.

4. Maintain and update standard operating procedures to ensure consistent and accurate application of CRM policies.

5. Conduct quality assurance audits using CRM reporting tools (e.g., Salesforce) to ensure all communications meet customer service expectations and service-level agreements.

6. Assist with maintaining and updating the department’s phone system settings, including dial plans and user configurations, to ensure customers can reach the CRM team efficiently.

7. Assist with special projects that strive to enhance the customer experience, streamline training, and improve operational processes and workflows.

8. Review and process customer refund requests in alignment with established weekly refund schedules.

9. Support on-site customer service ambassador efforts for large campus special events like Commencement.

10. Keep leadership informed of emerging issues, trends, or areas for improvement related to customer service delivery.

50%

Campus Outreach, Engagement & Program Coordination

1. Lead the planning, coordination, and execution of all campus outreach events to promote sustainable transportation options to staff, faculty and students.

2. Ensure annual outreach schedules are up to date, determine event success metrics, and maintain adequate staffing, materials, and engagement strategies for all events.

3. Ensure departmental policies, procedures, and service standards are consistently upheld across all outreach and customer-facing activities.

4. Enhance and maintain partnerships with campus Commute Coordinators by producing and distributing quarterly communications which promote department programs and updates.

5. Manage new employee parking and HR courtesy parking requests on a weekly basis to support onboarding efforts for the campus.

6. As directed, act as a liaison with external stakeholders; provide information, training, and problem resolution; and develop and maintain productive working relationships.

7. Ensure campus partners and other stakeholders remain informed about Transportation programs, services, and outreach activities.

40%

Frontline Operational Support

1. Provide daily escalatory support to student (casual) staff and monitor internal communication channels to ensure timely resolution of escalated frontline questions.

2. Support training and onboarding efforts for student (casual) staff, reinforcing customer service standards. Address performance issues and provide guidance to maintain service quality and alignment with departmental expectations.

3. Collaborate with the Student Operations Analyst to develop student engagement and retention initiatives that strengthen program participation and workplace culture.

4. Serve as back-up to the Customer Relations Coordinator to ensure student (casual) staff adhere to daily schedules and make schedule updates as needed.

5. Other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Organization's Values. Including required in person support for the following:

   a. Emergencies

   b. Campus Events (Basketball, Commencement, etc.)

   c. In-person trainings and meeting

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

High School Diploma

Preferred

1. Demonstrated strong customer service commitment by providing timely and accurate information in response to a high volume of information requests. 

Required

2. Ability to understand and explain to customers, the complex parking rules and regulations, annual parking renewal process and other parking policies and procedures. 

Preferred

3. Thorough knowledge of staff/faculty, student and visitor parking and alternate transportation processes.

Preferred

4. Ability to exercise good judgment in the resolution of customer complaints, questions and special issues or concerns.

Required

5. Ability to establish cooperative working relationship with internal and external customers/contacts at all levels, including customers, front-line customer service staff and management.

Required

6. Demonstrated effective interpersonal, communication and organizational skills and function effectively and efficiently as a member or leader of a team.

Required

7. Ability to produce appropriate statistical reports, data and informational reports as required/requested by Commuter & Parking Services management or the campus.

Required

8. Demonstrated ability to work amid frequent interruptions requiring constant problem solving, troubleshooting, decision-making and prioritizing in a fast- paced work environment.

Required

9. Ability to examine current processes and systems, and provide suggestions/initiate project for improvement and/or streamlining.

Required

10. Ability to use technical systems to analyze information, problems, situations, practices and procedures to define the problem and formulate logical and objective conclusions.

Required

11. Proficient in the use of office software products, including Microsoft Word, Excel and Outlook as well as other comparable applications.

Required

12. Ability to follow University and departmental administrative policies and procedures.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.