Program Assistant

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.

• 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…