Columbia Basin College ("CBC" or the "College") seeks a Non-Permanent Customer Service Specialist 2 to provide high quality customer service and support to prospective, current and returning students in Enrollment Services. The Specialist will work in an environment of teamwork and serve as a central point of contact for Enrollment Services, handling routine inquiries, transactions and customer service issues. This position will interpret and apply knowledge of applicable policies and procedures in providing courteous and professional customer service. This Specialist will collaborate with Student Records, Hawk Central and Financial Aid staff and other departments to ensure efficient and timely processes are developed and implemented. This position will report to the Director for Enrollment Services.
This position is open until filled. First consideration will be given to applicants whose complete application has been received by May 30, 2021 @ 11:59 PM Pacific Time.
Provide high-level customer service and problem-solving assistance to students, staff and the public regarding admissions, onboarding, registration, transcript ordering, account balances, cashiering, general financial aid inquires and other Enrollment Services-related inquiries;
Respond to Enrollment Services department emails, answer phone calls, and meet with students listed on the SARS drop-in queue using customer service best practices to ensure our students are served in a timely and accurate manner;
Provide front-line assistance for Enrollment Services and manage applicable department queue system;
Operate ID computer and camera to create student, staff and faculty ID cards;
Accurately process incoming student forms, documents, and other information necessary to complete transactions and processes;
Review, process and maintain accurate data for program coding, admissions applications, including those on hold, and run necessary reports;
Serve as the primary contact for students, staff and the public; disseminate information and communicate policies and procedures to prospective, current and returning students, employees of the College and community members;
Process student documents, forms and records; update missing student record data, enter name/address changes, complete PIN reset requests, document Release of Information forms, input data into Student Management System (SMS) based on getting started admin report, enter grad repeats, complete student reactivation requests; assist with registration changes for Accounting Services and complete unmet prerequisites drops;
Handle routine, 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 Enrollment Services departments and make an appropriate referral to facilitate continued problem-solving or assistance of student and department;
Offer customer service expertise in serving as a back-up telephone operator.
Columbia Basin College (CBC) serves the citizens of Benton and Franklin counties in Washington state with two-year associate degrees for transfer to a four-year university, and applied degrees for workforce employment. CBC also provides one-year certificates and basic skills for those pursuing a GED or high school diploma. CBC serves approximately 7,000-8,000 students each quarter.Columbia Basin College now offers bachelor degrees in Nursing, Project Management, Applied Management, Cyber Security, Information Technology, and Dental Hygiene. These bachelor degrees are in direct response to the needs of our community. As a result of community needs, Columbia Basin College has recently opened our new state of the art Social Sciences and World Languages Center at the Pasco campus.In July 2017, CBC will open its second, four-story Health Science Center in Richland. In addition to training CBC healthcare professionals, the Wortman Medical Science Center will also be a functional medical clinic as part of Kadlec Regional Medical Center’s family medicine residency program.CBC will open a student housing facility in September. This first phase will house 125 students.Columbia Basin Co...llege continues its rich tradition of meeting our community's needs with a dynamic faculty, state-of-the-art facilities, and a diverse student body from all walks of life.