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 August 8, 2021 @ 11:59 PM Pacific Time.
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
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.