Program Assistant

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INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 05-22-2025

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Scout, from University of California, is an online education program that is available for middle and high school students, teachers, schools, and school districts. UC Scout offers A-G approved college preparatory and College Board-approved Advanced Placement courses online. UC Scout's mission is to provide high-quality A-G and AP curricula and courses for students in need, with an emphasis on advancing the academic success of California's educationally underserved students. UC Scout consists of roughly fifty full-time employees and another two dozen part-time employees. UC Scout is a branch of the UC Santa Cruz Silicon Valley Extension and the University of California. The UC Scout team is a remote team that holds occasional on-site meetings from its home location in Santa Clara, CA.

More information can be found at https://www.ucscout.org/

JOB SUMMARY

The Program Assistant reports to the Customer Support Supervisor and is an essential member of the UC Scout Customer Support Team, playing a key role in delivering high quality service to students, parents, teachers, and school partners.

This position is primarily customer service driven, requiring strong communication, problem solving, and interpersonal skills. The Program Assistant provides frontline support and ensures a smooth experience for all users by responding to inquiries, resolving issues, and guiding customers through UC Scout processes with professionalism and care.

Key responsibilities include: Providing customer support via phone, email, and other communication channels. Handling course setup and assisting students and teachers throughout the enrollment and instructional process. Coordinating program logistics with attention to detail and a focus on customer experience. Performing a variety of administrative tasks with a proactive and service-oriented mindset.

This is a fully remote position that requires occasional travel. The standard schedule for this role is Tuesday through Saturday, 8:30 am to 5:00 pm; however, shifts may vary based on organizational needs.

APPOINTMENT INFORMATION

Budgeted Salary: $28.47 - $31.19/hour. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Tuesday - Saturday, 8:30am - 5:00pm
• Shift Includes: Day, Weekend

Employee Classification: Career appointment

Job End Date: None

Work Location: Remote

Union Representation: CX Union

Job Code Classification: 004722 (BLANK AST 3)

Travel: Up to 25% of the time

JOB DUTIES

65% - General Administration

• Serves as the primary point of contact for program inquiries across multiple communication channels, including high-volume phone calls, emails, and live chat; ensures all interactions are handled with promptness, professionalism, and courtesy; actively listens to understand the needs of students, parents, teachers, and other users, and provides clear, accurate, and helpful information.
• Follows up on inquiries as needed, ensuring that all issues are resolved to the satisfaction of the customer.
• Prioritizes communication based on urgency, and ensures a seamless, positive experience for all participants by addressing questions, troubleshooting problems, and facilitating further support when necessary.
• Collaborates with the IT department, classroom team, and vendors to troubleshoot and resolve technical issues that affect student and teacher access to courses. Also, assists in addressing other vendor-related challenges that require IT coordination or support.
• Prepares clear and timely correspondence with instructors and students, using established templates when appropriate and crafting individualized messages as needed to address specific situations.
• Ensures the accuracy, completeness, and quality of work; reviews and verifies the work of other Blank Assistants to maintain consistency, support adherence to standards, and contribute to overall team effectiveness.
• Processes transcript requests with a focus on accuracy, efficiency, and attention to detail: verifies student information, prepares transcript documents, and ensures timely fulfillment through appropriate delivery systems, maintaining a high standard of service.
• Processes student term transfers by updating enrollment records, applying appropriate fees, verifying payment status, and communicating completion details to the student.
• Accurately documents and logs all student, parent, and teacher calls in Salesforce, ensuring detailed records of inquiries, resolutions, and follow-up actions; maintains clear and organized case notes to support continuity of service and enable effective communication within the team.
• Provides real-time support to students and teachers over phone, email, and Zoom to troubleshoot account related issues and other technical concerns as needed.
• If escalation is needed, directs inquiries or issues to the Customer Support Supervisor first.

25% - Course Set-up and Student & Teacher Support

• Adds prebuilt classes to UC Scout's Student Information System (SIS). This requires programming classes in the SiS, which includes creating course code/name, adding course description, associating it with a term, adding relevant dates, and adding grade scale and credits.
• Processes course information and website content, and identifies, updates, and maintains promotional materials. Website maintenance includes proofreading, adding/deleting content, and updating UC Scout's policies to the website. Provides updates on current academic standards.
• Processes student enrollments, drops, transcript and extension requests, refund requests, and provides general technical support.
• Communicates with instructors regarding enrollments, course materials, and updates to courses. Responsible for forwarding and communicating relevant information to teachers, teacher supervisors, and Director, such as IEP and 504 plans, student medical needs/disabilities, and severe chronic illness (i.e. cancer; death in family/emergency). Documents this information via email and confidential record-keeping management.
• In the event of an IT system outage, communicates malfunction details to the IT team and external vendors. Identifies and shares potential issue areas with vendors as needed.
• Provides accurate and timely program and course information to students, teachers, parents, counselors, principals, and other administrators, ensuring clear communication and understanding.
• Offers general technical support to both students and teachers, assisting with troubleshooting and guiding them through any technical challenges related to courses, the Student Information System (SIS), or learning management tools, ensuring a seamless and supportive experience for all users.

10% - Coordination of Logistics and Event Support

• Utilizes working knowledge of UC Scout programs, policies, and procedures to create and update the organization's policies and procedures repository. Prepares equipment, technical support, and work order requests.
• Processes vendor purchase orders. Follows up on past due invoices, processes payments and checks in the Student Info System (SiS), maintains vendor policies, communicates with school vendors closely regarding student enrollments/drops, and provides potential refunds for courses purchased.
• Supports administrative tasks for special events, such as the AP exam for College Board. This event is held onsite in Santa Clara, California for two weeks and attendance is a requirement for this role.
• Occasionally attends in-person meetings, trainings, and other events away from UCSC Silicon Valley Extension as needed.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent experience.
• Demonstrated effective written communication skills.
• Demonstrated effective verbal communication skills and active listening skills.
• Strong interpersonal skills demonstrated by an ability to interact effectively with students, staff, instructors, the general public, and the department, and an ability to develop and maintain good working relationships with vendors.
• Demonstrated attention to detail.
• Strong customer service skills internally and externally.
• Critical thinking skills.
• Multi-tasking and time management skills.
• Strong level of computer skills with proficiency in G Suite or equivalent software, and teamwork tools (e.g., Google Chat).
• Ability to maintain composure with challenging situations and individuals.
• Ability to work collaboratively on a remote team, with minimal direction in a high-volume department with frequent interruptions.
• Ability to adapt to constantly shifting priorities, while managing strict and sometimes competing deadlines and unexpected urgent situations.

PREFERRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Professional experience with educationally disadvantaged populations in an educational context.
• Experience in, or knowledge of, the field of K-12 Online Education.
• Demonstrated commitment to issues of social justice.
• Fluency in a Language Other Than English (LOTE) that is commonly spoken in California.
• Knowledge of current pedagogical and instructional methodology best practices.
• Familiarity with the organization's processes, protocols, and procedures.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Ability to work long periods of time at a computer with or without accommodation.
• This is a fully remote position, and the selected candidate must be able to work successfully from a home/remote office and be able to fulfill the requirements of the UCSC telecommuting agreement.
• Ability to work occasional evenings and weekends as directed.
• Ability to work overtime including evenings, nights, weekends and holidays to meet operational needs, and work an alternate work schedule shift as required.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to travel to multiple work locations on and off campus.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• Must live within the state of California or willing to relocate to California.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

MISCONDUCT DISCLOSURE REQUIREMENT

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

a. "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

- UC Sexual Violence and Sexual Harassment Policy
- UC Anti-Discrimination Policy
- Abusive Conduct in the Workplace

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

NOTICE OF AVAILABILITY

EEO/AA

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status or other protected categories covered by the UC Anti-Discrimination Policy.

It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.