Customer Service Specialist 3 - Assessment

South Puget Sound Community College seeks a highly motivated and qualified candidate for the position of Customer Support Specialist 3 in the Outreach, Recruitment and Assessment office.

*South Puget Sound Community College will be a “fully vaccinated campus” under the state’s higher education guidance.  Proof of fully vaccinated status must be verified before your first day of work.  Exemptions can be requested for medical reasons or sincerely-held religious beliefs.  More information can be found here:  https://spscc.edu/covid-19/guidance-employees.*   

The Customer Support Specialist 3 supports the college assessment efforts including explaining and reviewing multiple measures of placement with prospective and current students, coordinating scheduling for virtual and in person testing both at the Olympia campus and in the local community and managing day to day operations within the Assessment Center.

South Puget Sound Community College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its professional staff. A firm understanding of antiracist policy development coupled with the skills to eliminate barriers that harm underrepresented people is a college requirement. The students that we serve come from a variety of backgrounds. On average, 43% of SPSCC students are people of color. We strongly encourage members of the underrepresented groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district. 

And if that isn't enough?  We also offer:
 

• A healthy work/life balance for our employees with the opportunity for flexible work schedules and remote work depending on position and college needs
• The Clipper Café specializing in seasonal comfort foods
• The Bake Shop offering daily baked goods made by our students
• Fine dining in the Percival Room, offering vegetarian, vegan, and gluten-free choices as part of our Culinary Arts and Baking & Pastry Arts programs
• Campus bookstore offering snacks, apparel, and specialty supplies
• FREE Bus service every 15 minutes to downtown Olympia and beyond
• FREE parking on our campuses – permits are not required
• On-campus child care
• Percival Creek, which runs beneath our campus footbridge, provides year-round beauty and views of Chinook, Coho, and chum salmon pass through each fall
• Many walking paths that are marked and on nicely paved sidewalks
• Gym and recreation facilities
• SPSCC promotes wellness  with a variety of different workshops and events on campus
• Lots of activities with our Artist & Lecture series, which are FREE for staff and faculty
• Many community events in the Kenneth J. Minnaert Center for the Arts
• Employee Resource Groups (ERGs) that offer an opportunity for SPSCC employees to gather and connect around issues that define them personally, and which affect their work at the College and their professional development. Current Employee Resource Groups include:
  • Staff and Faculty of Color (SFOC) ERG - an employee network which strives to create an intentional and relational foundation for community and trust building across different groups through shared values.

Customer Service

• Provide positive customer service – use active listening and strong written and oral communication skills. 
• Inform and advise students, staff and the public with information and interpretation of college policies and activities related to enrolling and placing at South Puget Sound Community College.
• With supervision, resolve problems and respond to a large volume of inquiries via face-to-face, phone, fax, virtually and e-mail about Enrollment Services, Advising, Registration, Assessment and other campus departments.  
• Interpret and ensure confidentiality of customer information following federal FERPA and financial aid guidelines and college regulations. 
• Utilize desktop publishing, spreadsheet, and word processing software to create and manage documents, forms, track phone messages, etc.

 
Assessment Services Program Support

• Coordinate staffing schedules for part time and student work study staff in the Assessment Center.
• Daily tracking of customer interactions and referrals to other services.
• Manage and update the registration and enrollment systems for testing appointments including coordinating off-site testing opportunities. 
• Coordinate accommodated testing.
• Review for accuracy and process incoming documentation, for placement and entry code creation.
• Review Assessment Center training materials for accuracy and provide phone systems training to new part time and work study staff.
• Establish and maintain records and files, record statistical information, access data in student management database as necessary, and dispose of files as per state and college records retention requirements.
• Maintain appropriate credentialing to serve as Proctor for the various testing services offered and ensure new staff receive proctoring certifications.
• Accepts other related duties as assigned.

Minimum Qualifications
 

• An Associate’s Degree AND three years of experience assisting customers regarding inquiries, complaints, and problems; OR a Bachelor’s degree AND one year of experience assisting customers in the above capacity OR equivalent experience.  
• Experience and/or leadership in serving, advocating for, collaborating with, and/or representing specific underrepresented marginalized communities.
• Flexibility -- The ability to respond and adapt to new and changing situations.
• Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds.

Preferred Qualifications

• Ability to work independently, prioritize multiple tasks, and accommodate multiple interruptions. 
• Ability to function as a team member and maintain office confidentiality.  
• High degree of accuracy and attention to detail.
• Excellent written and verbal communication skills.
• Experience with a Student Management System (SMS) and/or PeopleSoft.
• Experience as a customer service representative.
• Experience with multi-line phone systems.
• Advanced knowledge of computers and software applications, specifically MS Office suite: Word, Outlook, Excel, PowerPoint, and Access

 
 

Applications must be completed online and include the following attachments:

1. Cover letter addressed to the Screening Committee highlighting your ability to perform the responsibilities and competencies described in the job posting. 
2. Current resume/CV showing all educational and professional experience which demonstrates how you meet the minimum and any preferred qualifications.

Top candidates will be notified directly to interview for this position. Selection will be based on the applicant's knowledge, skills, and abilities to perform the duties listed in this job posting as identified in the materials requested above. Applications with comments directing the reader to see attachments will be considered incomplete.
 
Veterans Preference
Applicants who meet the minimum qualifications and wishing to claim Veterans Preference should redact their personally identifiable information from a copy of their United States Department of Veterans Affairs honorable discharge documentation and email to neaton2@spscc.edu with the job number for which they are applying in the subject line.
 
Background Check Condition of Employment
Employment with the college is contingent upon the successful completion of a comprehensive background check. Any adverse information will be considered on a case-by-case basis and does not automatically preclude a candidate from employment.

Bargaining Unit
This position has been designated as a bargaining unit position represented by the Washington Federation of State Employees. 
 
South Puget Sound Community College values diversity and is an Equal Opportunity Employer and Educator
South Puget Sound Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). SPSCC provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following person has been designated to handle inquiries regarding non-discrimination policies, Title II and Title IX, Samantha Dotson, Executive Human Resource Officer /Title IX Coordinator, 360-596-5361, ssoto@spscc.edu, Building 25, Room 220, 2011 Mottman Rd SW, Olympia, WA 98512; South Puget Sound Community College is a smoke-free/drug free environment.

Applicants needing accommodation in the application process in an alternative format may contact the Human Resources office at (360) 596-5500.        

Salary : $3,067 - $3,987