Customer Service Specialist 3

Wenatchee Valley College; Wenatchee (WA); On-site; USD 47,000 - 53,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability

Vacation leave

Sick leave

Personal leave

Tuition assistance

Retirement benefits

Job summary

Wenatchee Valley College in Washington state seeks a Customer Service Specialist 3 to assist prospective and enrolled students with admissions, registration, financial aid and account inquiries. You will be a central contact for face-to-face, email and web-based student services in a fast-paced environment.

The role requires an associate degree and three years of customer service experience, with advanced Word/Excel skills.

Qualifications

• Associate's degree or equivalent education from a regionally accredited institution.
• Three years of experience helping customers with inquiries, complaints or problems.
• Advanced proficiency in word processing and spreadsheet software (Word and Excel).
• Preferred: Bachelor's degree and higher education experience; bilingual English/Spanish.

Responsibilities

• Provide professional, courteous and empathetic student assistance across admissions, registration and financial aid.
• Explain account charges, navigate ctclink accounts, and communicate policies and processes to students and staff.
• Process student forms and information accurately to complete transactions.
• Assist with financial aid processes, deadlines and funding resource information.
• Handle complex cross-departmental student issues and coordinate with IT and other teams as needed.

Skills

Customer service

Communication

Empathy

Bilingual English/Spanish

Problem solving

Education

Associate's degree or equivalent

Bachelor's degree

Tools

Word

Excel

PeopleSoft

Testing software

Job description

Customer service specialist 3 provides high quality services and support to prospective and enrolled students in a friendly, fast-paced, customer-focused environment. The specialist will work in an environment of teamwork and serve 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.

• Provide professional, courteous and empathetic student assistance; assist students in navigating through admissions and registration; understand financial aid processes and/or eligibility decisions; explain account charges, help students navigate their ctcLink account. Communicate admission policies and processes to prospective students, staff and community members and assist with application processes. Interprets agency-related laws. policies and procedures. 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.
• Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines.

This is not intended to be an exclusive list of all duties and responsibilities. Related duties and responsibilities may be assigned.

Minimum Qualifications

• Associate's degree or equivalent education from a regionally accredited college or university.
• Three years of experience helping customers with inquiries, complaints or problems.
• Advanced proficiency in word processing and spreadsheet software (preferably Word and Excel).
• Or, if you do not meet one or more of qualifications listed above but have an applicable combination of education and experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications

• Bachelor's degree from a regionally accredited college or university.
• Two or more years of experience working in higher education; and
• Experience creating digital content (such as Word/PDF documents and web and learning management system content as appropriate to the role) in accessible formats.
• Bilingual English/Spanish

Knowledge, Skills, & Abilities

• Demonstrated ability to use exceptional communication and interpersonal skills demonstrating professionalism, empathy, diplomacy, discretion and integrity in interactions with diverse constituencies.
• Knowledge of testing procedures and protocol, testing security and confidentiality.
• High level of proficiency and accuracy in software packages including word processing, spreadsheets and database applications.
• Experience with PeopleSoft and testing administration software preferred.
• Quality: Accurate and thorough, prepare detailed reports, evaluate processes to identify ways to improve and promote quality.
• Professionalism: Approach others in a tactful manner, react well under pressure, treat others with respect and consideration and follow through on commitments.
• Ability to assess situations, exercise independent judgement, resolve issues and coordinate with IT support services when technical issues arise.

The current vacancy in enrollment services is a full-time, overtime and benefit eligible position expected to begin as soon as possible.

The starting salary hiring range is $47,004 annually ($22.51 per hour) to $52,872 annually ($25.32 per hour) with periodic increases and earning potential to $60,880 annually ($30.11 per hour). The list established by this recruitment will be active for a minimum of three months and be used to fill this position only.

Your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance; life and long- term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits website at https://www.wvc.edu/humanresources/benefits.html.

Work Schedule & Environment

• Work hours are generally 8 a.m. to 5 p.m., Monday through Friday; hours and days may change depending on the needs of the college.
• Work in a busy office environment with frequent interruptions and distractions.
• Regular and consistent attendance required.

Conditions of Employment

• An offer of employment will not carry with it any responsibility or obligation on the part of the College to sponsor an H-1B visa. Wenatchee Valley College only employs U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show proof of identity, and eligibility verification as required by the U.S. Citizenship and Immigration Services.
• All offers of employment are subject to background checks. 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.
• Finalists are required to complete the sexual misconduct disclosure form as required under RCW 288.112.080.
• A valid Washington state driver's license may be required.

Bargaining Unit

This position has been designated as a bargaining unit position represented by the Washington Public Employees Association.

Application and Selection Procedure

The position closes at 11:59 p.m., September 3, 2026. The college reserves the right to reopen or extend the closing date.

Reasonable Accommodation

Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the human resources office by calling 509-682-6440. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service.

Equal Opportunity Employer

Wenatchee Valley College is committed to a policy of equal opportunity in employment and student enrollment. All programs are free from discrimination and harassment against any person because of race, creed, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, the presence of any sensory, mental, or physical disability, or the use of a service animal by a person with a disability, age, parental status or families with children, marital status, religion, genetic information, honorably discharged veteran or military status or any other prohibited basis per RCW 49.60.030, 040 and other federal and laws and regulations, or participation in the complaint process.

Equity Statement

We value a culture of equity, diverse perspectives, and collaboration. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences and we are committed to cultivating an inclusive work environment. Due to this commitment, we encourage anyone with a relevant combination of education and experience to apply.

The following persons have been designated to handle inquiries regarding the non-discrimination policies and Title IX compliance for both the Wenatchee and Omak campuses:

• To report discrimination or harassment: Title IX Coordinator, [phone], Dial 711, [e-mail].
• To request disability accommodations: Student Access Director, Wenatchi Hall 2133, [phone], TTY/TTD: Dial 711, [e-mail].

This recruitment announcement may not reflect the entire job description and can be changed or modified at any time.