Customer Service Specialist 3

Job Summary

The 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.

Essential Functions

• 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.
• Identify and recommend changes to agency policies and procedures to provide better customer service for students.
• Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines.
• Perform other related duties as assigned.

Qualifications

Minimum Qualifications:

• Associate's degree or equivalent education from a regionally accredited college or university.
• Three years of experience helping customers regarding inquiries, complaints, or problems; and
• Advanced proficiency in Microsoft Office.

• Bachelor's degree from a regionally accredited college or university.
• Two or more years of experience working in higher education; and
• 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.
• 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

• 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.

Additional Information

Terms of Employment:
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 is $44,400 annually ($21.26 per hour) with periodic increases and earning potential to $51,384 annually ($24.61 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.

• 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.

• Complete Wenatchee Valley College online application.
• Upload a cover letter that specifically describes how your educational background and experience meet the minimum and preferred qualifications.
• Upload resume.
• Complete supplemental questions.

• To report discrimination or harassment: Title IX Coordinator, (509) 682-6716, Dial 711, title9@wvc.edu.
• To request disability accommodations: Student Access Director, Wenatchi Hall 2133, (509) 682-6854, TTY/TTD: Dial 711, sas@wvc.edu.