Customer Service Specialist 3

Wenatchee Valley College•Wenatchee, WA

3d•Onsite

About The Position

The Customer Service Specialist 3 provides high-quality support to prospective and enrolled students in a friendly, fast-paced, customer-focused environment. Working as part of a team, this role serves as a central point of contact for face-to-face, email, and web-based student services, handling general and complex inquiries, transactions, and service problems. The specialist interprets and applies relevant policies and procedures while providing courteous, professional, and empathetic assistance. The position reports to the Director for Enrollment Services. This is a full-time, overtime- and benefits-eligible position in Enrollment Services. Work hours are generally 8 a.m. to 5 p.m., Monday through Friday, but may change according to college needs. The position works in a busy office environment with frequent interruptions and distractions, and requires regular and consistent attendance. The vacancy is expected to begin as soon as possible.

Requirements

Associate's degree or equivalent education from a regionally accredited college or university, or an applicable combination of education and experience demonstrating ability to perform the essential functions.
Three years of experience helping customers with inquiries, complaints, or problems, or an applicable combination of education and experience demonstrating ability to perform the essential functions.
Advanced proficiency in word processing and spreadsheet software, preferably Word and Excel.
Exceptional communication and interpersonal skills, including professionalism, empathy, diplomacy, discretion, and integrity when interacting with diverse constituencies.
Knowledge of testing procedures and protocol, testing security, and confidentiality.
High proficiency and accuracy with word-processing, spreadsheet, and database applications.
Ability to produce accurate and thorough work, prepare detailed reports, and evaluate processes to identify improvements.
Ability to approach others tactfully, react well under pressure, treat others with respect and consideration, and follow through on commitments.

Nice To Haves

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 or learning management system content, in accessible formats.
Bilingual English/Spanish.
Experience with PeopleSoft and testing administration software.

Responsibilities

Provide professional, courteous, and empathetic assistance to students.
Help students navigate admissions and registration, financial aid processes or eligibility decisions, account charges, and their ctcLink accounts.
Communicate admission policies and processes to prospective students, staff, and community members, and assist with application processes.
Interpret agency-related laws, policies, and procedures.
Assist with basic registration and financial aid processes using online and in-person systems.
Provide information about funding resources, deadlines, and financial aid eligibility; help students resolve problems, evaluate alternatives, and determine other options.
Accurately process student forms, documents, and other information needed to complete transactions and processes.
Help students understand account balances, tuition payment obligations, options, and deadlines.
Handle complex cross-departmental student issues and facilitate resolution for students and departments within established guidelines.
Assess situations, exercise independent judgment, resolve issues, and coordinate with IT support services when technical issues arise.