Customer Service Specialist

Job Summary

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.

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.

Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines.

This is not intended to be an exclusive list of all duties and responsibilities. Related duties and responsibilities may be assigned.

Minimum Qualifications:

• Associate's degree or equivalent education from a regionally accredited college or university.
• Three years of experience helping customers with inquiries, complaints or problems.
• Advanced proficiency in word processing and spreadsheet software (preferably Word and Excel).
• Or, if you do not meet one or more of qualifications listed above but have an applicable combination of education and experience which demonstrates the ability to perform the essential functions of the position.

Preferred Qualifications:

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

Knowledge, Skills, & Abilities

• 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 People Soft 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.

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 hiring range is $47,004 annually ($22.51 per hour) to $52,872 annually ($25.32 per hour) with periodic increases and earning potential to $60,880 annually ($30.11 per hour). The list established by this recruitment will be active for a minimum of three months and be used to fill this…