Customer Service Specialist 3 - Hawk Central - Columbia Basin College : Job Details

Columbia Basin College is seeking a Customer Service Specialist 3 to provide high quality services and support to prospective and enrolled students in a friendly, fast paced, customer-focused environment called Hawk Central. This position is in an environment of teamwork and serves as a central point of contact for face-to-face, e-mail, and web-based student services, handling general to complex inquiries, transactions, and customer service problems. This position will interpret and apply knowledge of applicable policies and procedures in providing courteous and professional customer service. This position reports to the Director for Enrollment Services.

This position is open until filled. First consideration will be given to applicants whose complete application has been received by November 12, 2024 @ 11:59 PM Pacific Time.

If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at [email protected] or (509) ###-####.

* Provide customer service via face-to-face, email/SARS e-Chat, other web-based methods and outbound service calls as able given the complexity of the issues;

* Provide professional, courteous and empathetic student assistance in Hawk Central; assist students in navigating through admissions and registration; understand financial aid processes and/or eligibility decisions; explain account charges, set up payment plans and/or receive student payments;

* Communicate admission policies and processes to prospective students, staff and community members and assist with application processes as appropriate;

* Assist with basic registration and financial aid processes and procedures using both online and in-person systems;

* Provide information on funding resources, deadlines and financial aid eligibility; assist students in resolving problems, evaluating alternatives and determining other options;

* Accurately process incoming student forms, documents and other information necessary to complete transactions and processes;

* Assist students in understanding account balances, tuition payment obligations, options and deadlines; receive payment vouchers and waivers on behalf of Accounting Services;

* Inform students of collection policies and procedures and work with Accounting Services within established guidelines toward account resolution;

* Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines; recognize when an issue should be referred outside of Hawk Central and make an appropriate referral to facilitate continued problem-solving or assistance of student and department; and

* Perform other related duties as assigned.

* Associate's degree or equivalent education from a regionally accredited college or university;

* Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems; and

* Advanced proficiency in Microsoft Office.

Preferred Qualifications

* Bachelor's degree from a regionally accredited college or university;

* Two (2) or more years of experience working in higher education; and

* Bilingual and biliterate in English and Spanish.

Skills and Abilities

Customer Service: Commitment to providing exceptional customer service to students, faculty, staff, and external constituents, ensuring their needs are met with professionalism and responsiveness;

Attention to Detail: A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks. Pays close attention to small details, minimizing the likelihood of errors and contributing to overall excellence;

Communication Skills: Effective interpersonal communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders. Write clearly and informatively; edit work for spelling and grammar, and vary writing style to meet needs;

Technology Proficiency: Proficient in utilizing various technologies, including office productivity software, learning management systems, and other educational technologies relevant to the position;

Adaptability/Flexibility: Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors;

Leadership (informal): Capacity to inspire and influence peers, demonstrate initiative, and take ownership of tasks or projects within a team setting, contributing to collective success and fostering a culture of leadership at all levels;

Decision Making: Strong analytical skills and sound judgment to assess complex situations, weigh alternatives, and make strategic decisions that align with the college's mission, values, and priorities while considering diverse perspectives and potential impacts; and

Professionalism: Demonstrates tact and respect when interacting with others, maintaining composure under pressure. Treats all individuals with consideration, regardless of their status or position. Takes responsibility for actions and consistently follows through on commitments.

This position is a full-time classified staff position. This position is overtime eligible and the typical work hours are Monday through Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 12:00 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.

PROCESS NOTE:

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Additionally, pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant's current or past employer. By law, post-secondary education institutions cannot hire an applicant who refuses to declare the existence or non-existence of an investigation or findings subject to this statute.

Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities related to this position (e.g., Communication, MS Office Simulation [Excel, PowerPoint, Outlook, and Word], Customer Service, etc.).

CONDITIONS OF EMPLOYMENT:

In the interest of providing a healthy, safe and secure educational and work environment and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.

CBC is an equal opportunity employer and complies with the letter and spirit of all federal and state laws. CBC encourages applications from qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or other legal protected characteristics. Candidates who need any accommodation in the application process or in employment should contact the Office of Human Resources.

OTHER JOB ELEMENTS:

The physical demands and work environment characteristics described below are representative of those that must be met and may be encountered by an incumbent when performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

PHYSICAL DEMANDS:

While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach and manipulate objects. The position requires mobility including having the ability to move materials on a regular basis such as files, books, office equipment, etc. and travel between buildings on campus. Manual dexterity and coordination are required to operate equipment such as computer keyboard, calculator, and standard office equipment.

WORKING CONDITIONS:

Usual office working conditions. The noise level in the work area is typical of most office environments with telephones, personal interruptions, and background noises.

UNION CLAUSE:

This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.