Program Assistant

This is a full-time temporary, benefit-based position with an anticipated end date of December 31, 2024. 

The Program Assistant provides support to all individuals seeking information, enrollment and assistance with any course, program and degree offered through Professional and Continuing Education. This position requires excellent communication skills for a fast-paced office environment that supports the enrollment and learning needs of students and prospective students. Must possess the ability to handle multiple tasks, requests, and web-based information tools in a calm and effective manner. This position requires a detail-oriented, independent worker who has the ability to collaborate and contribute in a team environment. The Program Assistant will answer a busy, multi-line telephone; take registrations for courses and other related items over the phone, the Internet and in person. Other related duties may include: process registrations, organize both incoming and outgoing mail, process student transcript requests, order office supplies, provide administrative support for programs, and stock all office machines (fax, copier and printers). Must have excellent spelling and grammar skills. The Program Assistant must have excellent customer service, organizational and communication skills. Proven ability using computers for business applications, including word-processing, spreadsheets, data management and administrative systems software. Customer/student support experience preferred.

Duties and Responsibilities:

Process daily enrollments, student course requests and transcript requests:

• Enrolls or assists students to enroll in PCE courses via telephone, and in person on a daily basis.
• Processes student requests for course transfers and drops, which may include refund processing.
• Processes all transcript requests, handles mail requests, responsible for printing and mailing on a daily basis.
• Updates students’ personal information, e.g., name, address, telephone, social security number and email address, to ensure current and accurate student records.
• Adds registrations to the enrollment system.
• Processes general information requests received via email, telephone or in person. Replies to email requests with appropriate information, or redirects as needed.

Customer service, student support, prospective student service, general public communications:

• Answers incoming telephone calls, including local, long-distance and toll-free calls. This requires management of a multiline telephone system.
• Serves as front-line information center to respond to and service calls.
• Records and manages student communications in multiple web-based customer relationship and student information systems.
• Redirects calls to proper individuals if calls cannot be immediately serviced when answered.
• Checks and redirects voicemail. Returns calls for questions that can be addressed and handled by the Student Service Center.
• Handles confidential and sensitive information with discretion and tact.
• Responds to all inquiries (telephone, Internet, email, walk-in) with courtesy, tact and patience.
• Exhaust all avenues to properly respond to student, prospective student other individual requests from general public about all courses, programs and activities of Professional and Continuing Education.

General Duties (as needed):

• Serves as office lead for ordering all supplies with university-approved vendors.
• Responsible for stocking all office machines, including fax, copiers and printers.
• Orders appropriate supplies as needed.
• Responsible for opening, sorting and distributing all incoming office mail.
• Serves as division liaison with campus Mail Center.
• Updates and maintains some division mailing lists.
• Prints mailing address labels for use by instructors to mail brochures and flyers.
• Other duties as assigned.

Other essential duties and responsibilities:

• Effectively respond to PCE calls and emails with information requested.
• Service student requests for enrollments, transfers, and drops.
• Process refunds, transcripts and certificates.
• Manages multiple requests from a variety of communications channels.
• Maintains high levels of efficiency when using data systems and data formats.
• Develop a working knowledge and use of the student enrollment system(s) and the CRM system.
• Stay informed of continuing program and course developments within PCE.
• Collaborate and support other team members in assigned area.

Special Conditions of Employment:

Effective June 1, 2023, based on CDC guidance, the University strongly encourages all campus members to stay up to date with Influenza and COVID-19 vaccination recommendations.  For more regarding information USD's COVID-19 protocols, please visit sandiego.edu/onward.

Background check:  Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.