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Posted: 02-May-23
Location: Pasco, Washington
Salary: $38,004 - $50,592 Annually
Employment Type:
Organization Type:
Preferred Education:
Internal Number: C-23-027
Columbia Basin College ("CBC" or the "College") seeks a Customer Service Specialist 3 (the "Specialist") to provide high quality services and support to prospective and enrolled students in a friendly, fast paced, customer-focused environment called Hawk Central. 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.
This position is open until filled. First consideration will be given to applicants whose complete application has been received by May 9, 2023 @ 11:59 PM Pacific Time.
If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at dcook@columbiabasin.edu or (509) 542-4407.
As a condition of employment, Classified staff must be fully vaccinated. Please note that any offer of employment is contingent upon you providing verification of your vaccine status, having an approved medical accommodation, or having an approved religious accommodation. No start date will be approved until you have either verified your vaccine status or have an approved accommodation. Need more information? Please contact covidvaccinemandate@columbiabasin.edu.
Primary 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 the Business Office;
- Inform students of collection policies and procedures and work with the Business Office 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 duties as assigned.
Required Qualifications:
- Associate's degree or equivalent education from an institutionally accredited college or university;
- Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems; and
- Advanced proficiency in Microsoft Office.
Preferred Qualifications:
- Bachelor's degree from an institutionally accredited college or university; and
- Two (2) or more years of experience working in higher education; and
- Bilingual and biliterate in English and Spanish.
