Customer Service Specialist - Hawk

Description

Columbia Basin College is seeking a Customer Service Specialist 3 to provide high quality services and support to prospective and enrolled students in a friendly, fast paced, customer-focused environment called Hawk Central. This position 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 September 8, 2026 @ 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 Accounting Services;
• Inform students of collection policies and procedures and work with Accounting Services 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 related duties as assigned.

• Associate's degree or equivalent education from an institutionally accredited college or university; and
• Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems.

• Bachelor's degree from a institutionally accredited college or university;
• Two (2) or more years of experience working in higher education;
• Bilingual and biliterate in English and Spanish; and
• Advanced proficiency in Microsoft Office.

Customer Service: Commitment to providing exceptional customer service to students, faculty, staff, and external constituents, ensuring their needs are met with professionalism and responsiveness;

Attention to Detail: A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks; pays close attention to small details, minimizing the likelihood of errors and contributing to overall excellence;

Communication

Skills:

Effective interpersonal and written communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders;

Technology Proficiency: Proficient in utilizing various technologies, including office productivity software, learning management systems, and other educational technologies relevant to the position;

Adaptability/Flexibility: Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors;

Professionalism: Demonstrates tact and respect when interacting with others,…