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Customer Service Specialist 2 - Transitional Studies



Description

Columbia Basin College ('CBC' or the 'College') seeks a Customer Service Specialist 2 to provide high quality services and support to prospective and returning students in the Transitional Studies Department. This position will interpret and apply applicable policies and procedures while serving as a central point of contact for routine inquiries, transactions, and customer service issues in a team-oriented environment. This position reports to the Director for Transitional Studies.

This position closes on June 27, 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 dcook@columbiabasin.edu or (509) 542-4407.

Primary Responsibilities
  • Provide professional, courteous and empathetic student assistance in the Transitional Studies Department via face-to-face, email and phone calls handling routine inquiries, transactions and customer service problems;
  • Assist new and returning students in navigating through the registration process, options and goals, providing accurate and timely information to aid decision making;
  • Assist in the accurate evaluation of transcripts for students seeking a high school diploma; understand and explain placement scores and transcript evaluation; serve as back-up proctor for CASAS placement exams as needed;
  • Communicate policies and processes to prospective students and community members and assist with application processes as appropriate;
  • Enter and maintain accurate data on prospective students throughout the intake, testing and registration process in division databases and spreadsheets; accurately process student forms, documents and other information necessary to complete transactions and processes;
  • Assist students in understanding account balances, tuition payment obligations, options and deadlines;
  • Handle routine, cross-departmental student issues, facilitating resolution within guidelines and making appropriate referrals when issues need to be addressed outside of Transitional Studies; and
  • Perform other related duties as assigned.
Required Qualifications
  • Associate's degree or equivalent education from an institutionally accredited college or university;
  • Two (2) years of experience providing customer service; and
  • Bilingual and biliterate in English and in Spanish.
Preferred Qualifications:
  • Experience assisting non-native English speakers or adults with academic skills below high school completion; and
  • Intermediate proficiency in Microsoft Office.

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;

Intercultural Intelligence : Proficiency in understanding, appreciating, and effectively navigating cultural differences within the college community and beyond. This includes the ability to communicate sensitively and respectfully across cultural boundaries, adapt to diverse perspectives, and foster an inclusive environment that values and celebrates cultural diversity. Strong intercultural intelligence enhances collaboration, enriches learning experiences, and promotes mutual understanding among students, faculty, staff, and external stakeholders;

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;

Communication Skills : Effective interpersonal and written communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders;

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

Professionalism : Consistently embodying integrity, ethical conduct, and dedication to the college's mission. Demonstrating reliability, honesty, and professionalism in all interactions while upholding confidentiality and adhering to professional standards; and

Organizational Skills : Strong organizational abilities to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced setting.

Terms of Employment

This position is a full-time classified staff position. This position is overtime eligible and the typical work hours are Monday through Thursday from 10:00 a.m. to 7:30 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.

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, Analytical Skills, 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.

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