Customer Service Specialist 2 - Student Records

Description

Columbia Basin College ('CBC' or the 'College') seeks a Customer Service Specialist 2 to provide high quality customer service and support to prospective, current and returning students in the Student Records Department. The Specialist will work in an environment of teamwork and serve as a central point of contact for the Student Records Department, handling routine 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 Specialist will collaborate with other Student Records staff and departments to ensure efficient and timely processes are developed and implemented. 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 May 23, 2021 @ 11:59 PM Pacific Time.

Primary Responsibilities

• Provide high-level customer service and problem-solving assistance to students, staff and the public regarding admissions, onboarding registration, returning student reactivation, transcript requests, transfer-in processes and other Student Records-related inquiries;
• Respond to Student Records emails, answer phone calls and meet with students listed on the Student Records drop-in queue using customer service best practices to ensure our students are served in a timely and accurate manner especially as we implement new technologies;
• Accurately process admission applications into the Student Management System (SMS)
• Enter, review and maintain accurate data for program coding, Veteran education benefits and admissions applications on hold; run necessary reports to serve students and internal customers in these departments;
• Assist students in understanding admission applications, onboarding, transcript ordering, and registration processes and procedures;
• Serve as the primary contact for students, staff and the public; disseminate information and communicate policies and procedures to prospective, current and returning students and community members;
• Collaborate with Accounting Services and Financial Aid while providing high-level customer service and problem-solving assistance to our internal campus community, to accurately process registration backout transactions;
• Process student documents, forms and records; update missing student record data, enter name/address changes, complete PIN reset requests, document Release of Information forms, input data into SMS based on getting started admin report, enter grad repeats and complete student reactivation requests; assist with registration changes for Accounting Services and complete unmet prerequisite drops;
• Handle routine, 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 Student Records and make an appropriate referral to facilitate continued problem-solving or assistance of student and department;
• Offer customer service expertise in serving as a back-up telephone operator; and
• Perform other duties as assigned.

Required Qualifications

• Associate's degree or equivalent education from an institutionally accredited college or university ;
• Clerical/secretarial work experience in a professional setting; and
• Advanced proficiency in Microsoft Office.

Preferred Qualifications:

• Bachelor’s degree from an institutionally accredited college or university;
• Two (2) years of experience working in higher education; and
• Bilingual and biliterate in English and Spanish.

Skills & Abilities

Attendance/Punctuality : Is consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time;

Computer Skills : Proficient in Microsoft Office Suite; operate personal computer with general understanding of application software; ability to learn office and College-specific software;

Customer Service Skills : Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments;

Interpersonal Skills : Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things;

Oral Communication : Ability to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings;

Problem Solving Skills : Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics;

Professionalism : Ability to approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments;

Quality : Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality; and

Written Communication : Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; present numerical data effectively; able to read and interpret written information.

TERMS OF EMPLOYMENT:

This position is a twelve-month (12) month, full-time, overtime eligible, represented, classified staff position. The typical work hours for this position 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.

**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, Problem Solving, 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.

Columbia Basin College operates under an approved affirmative action plan and encourages applications from persons of color, women, veterans and persons of disability. The Human Resources Office is accessible to those with disabilities. If you need accommodation in application or employment, contact the Human Resources Office at (509) 542-4740.

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.