Customer Service Manager

CUSTOMER SVC SUPV 1 (006913)

UCPath Position ID: TBD_4044

Position Description History/Status

Approved Date:

10/21/2026 12:45:03 PM

Date Last Edited:

10/21/2026 12:45:01 PM

Last Action Effective Date:

10/14/2025

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION                   

Division Code:

8420D

Division:

DEAN, UCLA EXTENSION                   

Department:

571500 - UNEX: ENROLLMENT AND STUDENT SERVICES

Position Details

UCPath Position Number:

TBD_4044

Position Description ID

237274

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:

41109707

Reports to Payroll Title:

ADMIN MGR 1

UCPath Department Head Position Number:

40730348

Department Head Payroll Title:

ADMIN MGR 2

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

Blank Ast 2

4723

POSITION SUMMARY

The Customer Service Manager, reporting to the Assistant Dean for Enrollment & Student Services, will oversee and continuously improve customer service operations at UCLA Extension. This role involves supervising a team of professionals responsible for delivering exceptional service to prospective and current students. The manager will lead recruitment, selection, and onboarding efforts, ensuring the team is well-trained and aligned with organizational goals. They will also manage daily operations, assigning tasks, balancing workloads, and fostering a positive and productive work environment.

The manager will monitor and analyze key performance metrics such as response times, resolution rates, and customer satisfaction to identify areas for improvement. They will develop and implement data-driven strategies to enhance efficiency and service quality while addressing escalated issues to ensure prompt resolution. Additionally, the manager will lead initiatives to streamline communication channels, maintain a knowledge base, and improve workflows through technology and process optimization.

Collaboration is a key aspect of the role, as the manager will work closely with other departments to align customer service practices with institutional priorities. They will regularly communicate insights and recommendations to leadership and contribute to cross-departmental initiatives. By fostering a culture of service excellence and continuous improvement, the Customer Service Manager will play a vital role in advancing UCLA Extension's mission of providing a seamless and positive student experience.

This position works fully on-site.

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. 

Management & Operations

1. Oversees and manages the customer service team, ensuring high standards of service quality and productivity.

2. Recruit, hire, onboard, and train staff, while continuously evaluating their performance to ensure high standards.

3. Schedule staff shifts, distribute assignments, and manage workflow to maintain efficient operations.

4. Provide guidance to staff and monitor customer service levels to ensure consistent quality.

5. Participate in personnel-related actions, including selection, development, evaluation, and performance management of staff. Issue disciplinary actions and implement corrective measures as needed to maintain team accountability and adherence to organizational standards.

6. Handle escalated cases with empathy and professionalism, ensuring timely and satisfactory resolutions that align with the organization's commitment to excellent service.

40%

Process & Policy 

1. Develop recommendations and process changes to ensure effective and efficient customer service.

2. Reviews, analyze, implement, and evaluate processes and procedures to improve service.

3. Follows internal policies and uses discretion to resolve escalated calls.

30%

Quality Assurance & Reporting

1. Ensures delivery of quality customer service to various constituencies.

2. Creates and provides regular reporting of customer service Service Level Agreements (SLAs) and metrics, including but not limited to response time targets for emails, chat messages, and calls/voicemails, resolution timeframes for tier 1 and escalated cases, first-contact resolution rates, and customer satisfaction scores. These reports will be used to identify trends, and drive continuous improvement in service delivery.

30%

•

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

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

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF 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

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Non-University Setting(s)

Location:

10920 Lindbrook Dr. Los Angeles, CA 90024

•

Commonly used office equipment.

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.