Program Assistant

Wenatchee Valley College; Wenatchee (WA); On-site; USD 43,000 - 48,000; Full time

Job summary

Wenatchee Valley College is seeking a full-time Continuing Education Support Specialist to provide frontline customer service to students, instructors, staff, community partners, and the public regarding class offerings, registration, and related activities.

The role includes managing workflow, registrations, payments, recordkeeping, and student administration with an entrepreneurial, detail-oriented mindset.

Qualifications

• High school graduation or equivalent.
• Two years of increasingly responsible office experience.
• Experience processing and posting payments.
• Strong interpersonal, writing, and speaking skills.
• Demonstrated experience providing excellent customer service.
• Proficiency with Microsoft Office products, especially Outlook, Excel and Teams.

Responsibilities

• Provide frontline customer service (phone/email/walk-in) to customers/staff/visitors.
• Register customers for classes using course/student management system.
• Process credit card and check payments.
• Process class withdrawals and transfers.
• Answer questions about department offerings/activities.
• Communicate effectively in response to external requests for information or assistance.

Skills

Customer service

Interpersonal skills

Written and verbal communication

Microsoft Office

Education

High school diploma or equivalent

Associates degree or higher

Tools

Microsoft Office

Outlook

Excel

Teams

Job description

Under general supervision of the Director of Continuing Education, provides support for the Continuing Education Department. This position provides community-facing, frontline customer service to students, instructors, staff, community agencies/partners, other college departments, and the general public regarding class offerings, policies, registration, and activities. Manage and maintain workflow, registration/cashiering, recordkeeping, student administration, and class support and building. Actively seek task/problem resolution by applying existing work methods, procedures and strategies or where appropriate developing new work methods, procedures, and strategies. This position requires excellent customer service, attention to detail, creativity, an entrepreneurial approach, and basic project management.

Customer Service

• Provide frontline customer service (phone/email/walk-in) to customers/staff/visitors
• Register customers for classes using course/student management system
• Process credit card and check payments
• Process class withdrawals and transfers
• Answer questions about department offerings/activities
• Use good judgement and decision-making processes to resolve minor issues when appropriate
• Ensure a positive image of the office, department, and college by responding to inquiries in a professional manner
• Communicate effectively in response to external requests for information or assistance; provide general information about the college and direct inquiries to appropriate departments

Continuing Education Department Support

• Daily financial reconciliation between ctcLink and CE system. Submit daily transaction reports and work directly with the cashier's office
• Monitor class enrollment, communicate low enrollment classes to Director
• Cancel classes, communicate with students
• Manage waitlists/communicate with students
• Build classes in CE system. Finalize class details prior to publishing to public website; continuously monitoring accuracy.
• Manage online classes with national training provider. Verify student payments, process transfer requests
• Provide general support to instructors and classes. Assist in orienting new instructors to campus, classrooms, processes, etc.
• Work with WA community college pooled enrollment partners; reporting enrollment and assisting with logistics
• Issue and track invoices; process reimbursements/invoices following business office practices
• Build classes in ctcLink with a high degree of accuracy
• Monitor office and class supply/material inventory
• Coordinate collection and tabulation of class evaluation data
• Continuously monitor website and registration system for accuracy
• Maintain and establish department recordkeeping and organization
• Play instrumental role in process improvement
• Coordinate and support Teams Meetings classes, as needed
• Assist with internal/external marketing, as needed
• Process mail

Direct Support for Specialty Programs

• Assist with logistics/management of CNA FastTrack and Bridge programs and students. Track entry requirements, communicate missing or incomplete items to students
• Assist with logistics/implementation of customized trainings
• Provide support on developing new programs and contribute to process and rollout planning

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

Minimum Qualifications:

• High school graduation or equivalent.
• Two years of increasingly responsible office experience.
• Experience processing and posting payments.
• Strong interpersonal, writing, and speaking skills.
• Demonstrated experience providing excellent customer service.
• Proficiency with Microsoft Office products, especially Outlook, Excel and Teams.
• 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:

• Associates degree or higher.
• 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 to Spanish and English.

Knowledge, Skills, & Abilities

• Ability to manage multiple tasks and/or projects simultaneously and carry out assignments under pressure with short deadlines and/or frequent interruptions.
• Demonstrated ability to use exceptional communication and interpersonal skills demonstrating professionalism, empathy, diplomacy, discretion, and integrity in interactions with diverse constituencies.
• Oral communication: Speak clearly and persuasively, actively listen and take the time to understand the points being made, including asking questions as appropriate and responding to questions.
• High level of proficiency and accuracy in software packages including word processing, spreadsheets and database applications.
• Quality: Accurate and thorough, prepare detailed reports, evaluate processes to identify ways to improve and promote quality.
• Diversity, equity and inclusion: Demonstrated competency and experience working in a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, gender and racial/ethnic backgrounds and those with physical, emotional and/or learning disabilities.
• 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.

Terms of Employment:

The current vacancy in the continuing education is a full-time overtime and benefit eligible position expected to begin as soon as possible.

The starting salary hiring range is $42,780 annually ($20.49 per hour) to $48,048 annually ($23.01 per hour) with periodic increases and earning potential to $56,952 annually ($27.28 per hour). Individual placement within the range is based on the candidate's current experience, education, skills, and abilities related to the position. The list established by this recruitment will be used for 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 (1 hour lunch); hours and days may change depending on the needs of the college.
• Work is performed in an indoor office setting with frequent in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records.
• 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.

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

Research suggests that women, gender diverse, BIPOC individuals may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage anyone who believes they have the skills and the drive necessary to succeed here to apply for this role.

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