Customer Service Specialist 3 - Hawk Central

Columbia Basin College; Pasco (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Columbia Basin College seeks a Customer Service Specialist 3 to provide high-quality services and support to prospective and enrolled students in Hawk Central. This role acts as a central contact for face-to-face, email, and web-based services, handling inquiries and transactions with professionalism.

The position involves interpreting policies, assisting with admissions, registration, and financial aid processes, and ensuring accurate processing of student information.

Qualifications

• Associate's degree or equivalent education from an accredited college or university.
• Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems.

Responsibilities

• 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.

Job description

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 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 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 institutionally accredited college or university; and
• Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems.

Preferred Qualifications

• Bachelor's degree from a institutionally accredited college or university;
• Two (2) or more years of experience working in higher education;
• Bilingual and biliterate in English and Spanish; and
• Advanced 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;

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 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;

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

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;

CBC Shared Commitments: Demonstrates a willingness to work with and support others in completing assignments, accepts constructive feedback, and cooperates with coworkers and supervisors; shows alignment with CBC Shared Commitments by treating others with respect, communicating and collaborating effectively, pursuing growth and learning, valuing and celebrating contributions, prioritizing wellness, and holding self and others accountable; and

Support for Diversity, Equity & Inclusion: Reflecting CBC's mission, vision and values, support initiatives that expand the human qualities that differentiate our workplace and educational setting; demonstrate and advocate an understanding of differences, open mindedness, compassion, sensitivity and interest in differing viewpoints given the diverse population and show a deep commitment to the involvement of colleagues, students and community members to student experience and success honoring freedom of expression as fundamental to personal, professional and organizational growth.

Conditions of Employment

This position is a full-time, overtime eligible classified staff position. The typical work hours are Monday through Thursday from 7:30 a.m. to 5:00 p.m. and Friday from 7:15 a.m. to 12:15 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.

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.

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 is unable to sponsor or assume sponsorship of employment visas (e.g., H-1B) at this time. Applicants must be authorized to work in the United States for any employer without sponsorship.

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.

**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.).

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.