Customer Service and Order Support Supervisor

CUSTOMER SVC SUPV 1 (006913)

UCPath Position ID: 40824518

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1102821

Approved Date:

9/2/2026 4:56:38 PM

Date Last Edited:

9/2/2026 4:56:33 PM

Last Action Effective Date:

5/6/2021

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION                   

Division Code:

8410D

Division:

CONTINUING EDUCATION-MISC.             

Department:

556000 - CONTINUING EDUCATION OF THE BAR

Position Details

UCPath Position Number:

40824518

Position Description ID

165570

UC Payroll Title:

CUSTOMER SVC SUPV 1 (006913)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 20

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40757715

Reports to Payroll Title:

FINANCIAL ANL MGR 2

UCPath Department Head Position Number:

40055769

Department Head Payroll Title:

ADMIN MGR 3

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

4722

Blank Ast 3 (Customer Excellence Representatives / Specialists)

3

0

POSITION SUMMARY

The Customer Service and Order Support Supervisor leads the customer service and order support team in providing exceptional service to CEB's customers, and the accurate processing of customer orders, payments and account changes. The CSM is responsible for all activities associated with inbound customer calls including processing customer orders, account inquiries regarding account and order status, processing payments and answering billing inquiries, standing orders, complaints, maintaining positive account relationships, as well as team scheduling. Handles technical systems maintenance; staffing including hiring and training; the development of the unit and individual performance standards and customer service standards and preparation of reports to the Director. The CSM works independently and initiates projects necessary to maintain a high level of service to customers. The current unit is comprised of 2-3 Customer Service Representatives (CSRs) and 1 Customer Service Admin plus additional temporary workers during rush periods.   This position reports to the Finance Director.

Management

A1 - Manage budget and recommend effective use of budgeted resources. (E)  A2 - Recommend and implement customer service and order management standards, policies and procedures. Sets up measures to monitor these (E) A3 - Develop staff performance standards. Set up measures to monitor these. A4 - Supervise, train, assign, evaluate and discipline staff. (E) A5 - Manage team work calendar to ensure customer service staffing is sufficient at all times. Plan for temporary assistance during peak periods. Supervisor may be required and should be prepared to answer customer calls in times of insufficient staffing (E) A6 - Handle difficult customer issues. (E) A7 - Monitor and record inbound calls to maintain exceptional customer service and customer satisfaction. (E) A8 - Keep call abandon rate to less than 8% by fully staffing the 800-line at all times. (E) A9 - Manage team in ensuring customer orders and refunds are processed in a timely manner. (E) A10 -Manage team to ensure any customer account changes such as addresses, email, contacts and phone numbers are updated according to customer communications. (E) A11 -Initiates projects to correct any deficiencies noted in customer service and order management. (E) A12 - Keep Director aware of problems that develop and implement solutions to deal with them. (E)

60%

Training

B1 - Provide continual training on CEB product knowledge, use of internal business applications such as Salesforce, Fusebill, TalkDesk, Tandem and the Intranet, and problem resolution techniques. (E) B2 - Write and train staff in the use of customer call scripts. (E) B3 - Lead a monthly or bi-monthly Operations Team Meeting to train and inform staff on any current issues/system updates/process changes  (E) B4 - Search for opportunities for staff development and job enrichment. Provide mentoring of staff when appropriate. (E) B5 - Keep own skills in customer service up to date. (E)

20%

Reporting

C1 -Prepare weekly and monthly KPI's and statistical reports. (E)  C2 - Analyze call activity to identify trends and report issues that require action. (E)

10%

Miscellaneous

D1 - Maintain technical equipment and systems; computer, telephone, ACD. (E)   D2 - Maintain good relationships with other departments within CEB. (E)  D3 -Keep other units and departments such as Product, Sales, IT, and the PDC apprised of issues that affect customers. (E)

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

Bachelor's Degree

in related area and / or equivalent experience / training

Required

Bachelor’s degree or 5 years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service.

Required

Strong working knowledge of the Talkdesk telecommunications system

Required

Experience using the Intercom customer communication platform.

Required

Knowledge and experience using the Staxbill financial billing system

Required

Experience using the Intercom customer communication platform

Required

Extensive knowledge and experience working with Salesforce.

Required

Strong knowledge and experience with NetSuite order processing

Required

Ability to manage multiple priorities in a fast‑changing environment

Required

Exceptional verbal, written, and interpersonal communication skills

Required

Demonstrated ability to lead

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:

Non-University Setting(s)

Location:

Remote

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

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

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

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.