Communications/Customer Service Coordinator Iii

Description

Two weeks prior to the deadline to submit applications, the diversity of current applicants will be assessed. Upon review, if the pool does not include sufficient diversity at that time, the application window may be extended.
The Santa Clarita Community College District/College of the Canyons is seeking a full-time Communications/Customer Service Coordinator III in the Public Information, Advocacy, External Relations and District Communications division.
Salary Placement:

Salary placement will be on Range 34 of Classified Represented Salary Schedule B.
** Initial salary step placement for new employees is customarily at step 1, 2, or 3 ($6,128.00/ $6,499.00/ $6,863.00 per month) of this 20-step salary range.

Probationary period for new Classified employees is six months. Work year is 12 calendar months. The normal workweek for this position is 40 hours. Paid holiday, discretionary, and sick time are provided. Ten vacation days accrue during the first year of employment. A regular work schedule will be assigned, with the ability to occasionally work a flexible schedule as needed with supervisor approval.
Who We Are:
The Santa Clarita Community District is committed to achieving educational equity for all students. As presented in our District Strategic Plan, which focuses on Access, Engagement, and Success, “Equity, inclusion, and diversity are not goals in themselves, but ideologies embedded in all actions and planning across all departments and functions of our college and its two campuses.” These areas of focus demonstrate a resolve to focus on student success and confirm that we are at the forefront of change with integrated planning efforts that both evolve and anticipate the needs of our students. We provide students with a rich and dynamic learning experience that embraces differences – fostering healthy inclusion through inquiry, shared dialogue, and reflection to ensure that we promote a sense of community, collegiality, and cooperation. When you join our team at the Santa Clarita Community College District, you can expect to be part of an inclusive, creative, flexible, innovative, and equity-focused community that engages students, each other, and the community in scholarly inquiry, creative partnerships, and the application of knowledge and success.
Who We Want:
We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we prioritize applicants who demonstrate they understand the benefits diversity brings to a professional educational community. The successful candidate must be an equity-minded individual committed to collaborating with faculty, classified staff, administration, students, and community partners who share our commitment to closing equity gaps. The Santa Clarita Community College District seeks leaders possessing a strong grounding in academic and student services programs and a thorough understanding of the primary mission of the community college. We seek employees that value mentorship and working in a collegial, collaborative environment, who are conscientious risk takers and transformational leaders guided by a commitment to helping all students achieve their educational goals.

Position Description:
Reports to and under the direction of the Director of District Marketing, Creative Media, and Content Strategy, performs a variety of technical, fiscal, operational support, and liaison functions pertaining to the communications center. Leads other Communications/Customer Service staff, and coordinates front-line communications between the district, the college and the public, providing a wide range of information. Assists with development and maintenance of the district’s public image through a quality customer service orientation, performing triage on incoming inquiries and projecting a positive public relations image. Performs other related duties as assigned.

Example of Duties

Essential Duties:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.

Coordinates the day-to-day operations of the college communications center, including a communications data computer, the telecommunication system and front-line reception area and mailroom; receives and routes incoming calls, operates the college’s on-campus radio system module at the Communication Center and Mailroom and makes proper telephone connections and transfers.

Directs routine activities of the communications center staff in the absence of the Director. Develops and coordinates the schedules of communications center staff, arranging for continuous coverage, including scheduling coverage during vacation, illness and emergency leaves. Keeps the Director of District Marketing, Creative Media, and Content Strategy informed of schedules, technical and operational issues.

Provides supervision, training, and work direction to other Communications/Customer Service Technicians, relief operators, and hourly workers.

As the very first point of contact for the public, provides a welcoming tone and a sense of “quality customer service” to all who call or visit the college. Acts as the information center for the campus. Maintains a directory of information. Answers inquiries from the general public and assists the public by providing information, directions to offices and to persons from whom the public may receive assistance.

Provides college informational, marketing and other materials to visitors, including schedules, applications, and selected forms such as parking appeal forms. Handles as much front-line information dissemination as possible, providing telephone relief to administrative and student services offices.

Utilizes district software to assist with class cancellation and notifications to students outside of the Instruction department’s normal business hours.

Interprets and disseminates information about district policies, procedures, and regulations to staff, students and community members who call or stop by the Communication Center and Mailroom.

Programs ACD electronic phone book and compiles regular reports to determine call activity for Communication Center and Mailroom and various departments. Generates monthly accounting reports on departmental mailing expenses.

Determines and organizes work priorities, performs multiple tasks in a timely fashion with accuracy, self-initiates appropriate tasks and works independently in the absence of supervisor. Accepts significant office support responsibilities.

Assists in development of the college’s outgoing voicemail messages. Foresees the need for changes in messages during holidays and emergencies and assists the Director of District Marketing, Creative Media, and Content Strategy in development and maintenance of the college’s messages.

Coordinates closely with the telecommunications engineer who handles equipment installation, maintenance and programming to ensure telecommunication console is accurate and operational.

Collates and distributes materials; develops files and maintains records. Maintains and arranges for supplies for and repair and maintenance of communications office equipment, including mailing, telephone and fax equipment.

Receives, sorts, and processes incoming and outgoing mail, which can include weighing and metering outgoing mail. Inputs and maintains information using applicable district databases, creates and maintains mailing lists, class schedule files, directories, and office hours webpage. Handles inquiries about targeted, direct and bulk mailing, directs, assists and oversees preparing mail. Functions as the district liaison with the U.S. Post Office and the mail pick-up contractor, maintaining working relationships and current knowledge of mailing requirements and regulations.

Researches United States Postal Service regulations to ensure district remains in compliance and achieves the most cost-effective mailing solutions.

Serves as the liaison with college’s mailing contractor, researches and troubleshoots any problems with mail pick-up or delivery; compiles regular reports to determine call activity for Communication Center and Mailroom and various departments.

Works with the Graphic Design Center and the Reprographic Center, training staff members regarding changes in postal regulations so that direct mail products are designed and produced within Postal Office guidelines to create efficiency for district mailings and manage district mailing expenses.

Receives packages and textbooks, provides notification to faculty and staff and manages delivery. Maintains the mailroom as a professional and public area and reorganizes mail-slots each semester.

Receives, notifies departments, and distributes incoming faxes; assists in sending out faxes on an “as needed” basis. Assists personnel in operation of the facsimile machine and maintains supplies for the facsimile machine.

Maintains records pertaining to outgoing mail, handles postal accounts and develops annual budgets for the communications center. Assists the Director of District Marketing, Creative Media, and Content Strategy in maintaining records pertaining to bulk, first class and mail service (FedEx UPS) charges and in developing annual budgets for the communications center.

Maintains and updates, as necessary, computerized telephone directories and mailing databases; bulletins, reports and routine correspondence, and performs a variety of other specialized and general functions both technical and clerical. Works with the computer support, graphic design, reprographic and management information system staff to maintain and update staff directories, both printed and online.

Receives requests for emergency/crisis assistance and contacts appropriate personnel and agencies for assistance follow-up. Functions as the main radio dispatcher for emergencies (such as medical) and other campus needs. Notifies appropriate staff during emergencies. Assists the Director of District Marketing, Creative Media, and Content Strategy in keeping the campus community informed during emergencies.

Handles “all-campus” and specific group telephone communications when so directed.

Contacts Campus Safety for opening and securing various classrooms and offices on campus at the request of staff scheduled to use them. Uses approved security and safety procedures for recognizing and dealing with suspicious mail and packages, and potentially hazardous materials.

Issues day parking permits for college guests at the request of security and administrators

Participates constructively in cross-functional projects.

Performs other related duties as assigned.

Demonstrated Knowledge and Abilities:
Position requires ability to:

Lead, train and coordinate other support staff members in the Communication Center, and to assist the Director of District Marketing, Creative Media, and Content Strategy in planning and operations of the communications function for the district.

Learn, interpret, and apply legal mandates, policies, regulations, and guidelines and operational procedure.

Effectively and efficiently operate a telephone, console, a computer, a range of modern office equipment, including voicemail systems, postal equipment, fax machines, duplicating machines. Have strong general computer skills with at least intermediate skill levels in Microsoft Office Suite, using Word, Outlook, Excel, Access and Datatel.

Speak in a pleasant voice and have a neat appearance, handle emergencies calmly, provide quality customer service. Conduct crisis communications in a cool and efficient manner.

Take responsibility and use professional judgment based on established guidelines and procedures.

Maintain confidentiality of records, including student and employee information and ability to use good judgment in emergencies.

Deal with the public and the general educational community in a tactful and courteous manner, resolving issues and presenting a positive public relations image. Ability to deal with angry, confrontational and potentially abusive public using diplomacy and patience.

Understand and carry out oral and written directions.

Perform a variety of general and specialized technical communications work, while continuously accommodating changes and upgrades in equipment, learning new technical and communications systems, and taking advantage of training opportunities.

Keyboard with speed and accuracy.

Skillfully operate a two-way radio system, which includes responding to emergency situations.

Establish and maintain cooperative working relationships.

Demonstrate clear evidence of sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of community college students, staff and community.

Qualifications and Minimum Requirements

Minimum Requirements:
Experience:
Five (5) years of customer relations and technical communications full-time equivalent experience, including telephone console/telecommunication system, computerized mailing, address-maintenance software, and public contact duties.
Education:
Equivalent to an Associate’s degree (60 semester units) from an accredited institution is required, including coursework and/or training in customer relations, telephone skills, keyboarding, computer skills and general office procedures and practices.
Two years direct experience in addition to that identified above may be substituted for each one year (30 semester units) of college.
Desirable Qualifications:

Bilingual (Spanish) language skills.

Bachelor’s degree.

Prior experience performing administrative support duties in a community college or other post-secondary educational institution.

Prior experience managing projects.

Prior experience managing complex database applications.

Prior experience working with advanced technology, telephone systems and computer applications.

Physical Characteristics:
Position requires sitting and viewing a computer monitor for extended periods of time plus frequent periods of standing and walking, which may include climbing staircases; dexterity of hands and fingers to operate a computer keyboard and related equipment; reaching, bending, stooping, kneeling and crawling; handling and working with various materials and objects; frequently exerting 10 to 20 pounds of force to lift, carry, push, pull or otherwise move objects; hearing and speaking to communicate and provide information to others; vision to read printed material and computer monitor; may be exposed to occasional contact with dissatisfied or abusive individuals; and travel from site-to-site. In the event of an emergency, employees will be relied upon to serve as emergency service workers.Further Details

District Classified Employee Benefits:

Full-time employees are provided with a diversified program that includes medical, dental and vision insurance including dependent coverage, disability, and life insurance as well as Section 125 options. These benefits commence on the first of the month following date of hire. Professional development opportunities are provided to all employees. Educational incentive is available to eligible Classified Represented and Confidential employees.
RETIREMENT: Classified employees contribute to the Public Employees' Retirement System (PERS), a defined benefit retirement plan through the State of California.
Conditions of Employment:
Successful completion of background fingerprint clearance, pre-employment physical examination (disabilities not related to the physical job will not affect the application process) and TB screening.
Proof of eligibility to work in the United States and signing of loyalty oath per government codes 3100-3109.
Meeting applicable eligibility requirements under CalPERS or CalSTRS if you are a current or former member.
Board of Trustees approval.
Official, sealed transcripts are required upon offer of employment.
Equal Employment Opportunity:
Santa Clarita Community College District is an Equal Opportunity Employer.
The Santa Clarita Community College District is committed to employing qualified employees who are dedicated to student learning and success. The Board recognizes that diversity in the academic environment fosters awareness, promotes mutual understanding and respect, and provides suitable role models for all students. The Board is committed to hiring and staff development processes that support the goals of equal opportunity and diversity, and provide consideration for all qualified candidates. The District does not unlawfully discriminate in providing educational or employment opportunities to any person on the basis of race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other status protected by state or federal law or on the basis of these perceived characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics.
Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting the Human Resources office directly at (661) 362-3427.
APPLICATION AND SELECTION PROCESS:
Applicants are encouraged to complete their applications online. Please visit our website at . If you require assistance, please call the Human Resources office at (661)362-3427 or for the hearing-impaired TTY/TDD Line at (661)362-5178. Applicants may check the status of their application online and may expect to be notified within approximately 4 to 5 weeks following the Review Date as to the status of their application.
All application materials must be uploaded online or received in the Human Resources office by the end of the day on the Review Date in order to assure consideration for this position. Postmark is not acceptable for this purpose. Separate application materials must be submitted for each position applied for. Materials submitted become property of the District and will not be returned, copied, or considered for other openings. The Human Resources office is located in the University Center, Suite #360, 26455 Rockwell Canyon Road, Santa Clarita, CA 91355.

Your application is not complete until the following required materials have been uploaded online or received by the Human Resources office:

Online District CLASSIFIED Application.

Detailed resume, which includes month/year dates of employment and descriptions of responsibilities at each employer.

Letter of interest (cover letter). In your letter, please address your qualifications and experience as they pertain to the job duties and the abilities section of this announcement.

Copies of complete and legible college transcripts clearly indicating all college units earned and any degree awarded. You can submit unofficial copies of transcripts for application purposes. Copies of diplomas are not acceptable in lieu of college transcripts. Official, sealed transcripts are required upon offer of employment. Please see our website for the requirements for evaluation of transcripts from foreign colleges or universities.

Confidential Recruitment Source Information (voluntary survey). This is voluntary and is a part of the online applicant profile, separate from the application.

Supplemental Questionnaire. Please answer the following questions as part of your application packet.

Do you possess education equivalent to an Associate’s degree (60 semester units) from an accredited college or university? If yes, please provide a legible copy of your college/university transcript in your application packet. Copies of diplomas are not acceptable in lieu of college transcripts. If you do not possess the equivalent of an Associate’s degree and you are using additional years of work experience in lieu of semester units, please clearly indicate how you meet the minimum educational requirement through this additional work experience.

Please describe your customer relations and technical communications experience, including telephone switchboard/telecommunication system, computerized mailing, and public contact duties, as well as any leadership experience you have in a professional setting. Please include employer name(s), position title(s), dates of employment, full-time or part-time status (number of hours worked per week), your roles and responsibilities. Please provide your total years of full-time equivalent experience in this field.

Please describe your experience working with an administrative database program (such as Banner, Colleague, Datatel, or PeopleSoft) or a proprietary system, as well as your experience working with Microsoft Word, Excel, and Outlook.

Please describe your customer service experience, and the roles you have played in serving the public.

Please describe a situation when you had to remain calm and organized during a particularly stressful incident. How did you handle the situation and what did you learn from it?

Please describe your ability to work successfully in a multicultural, diverse environment.

Why do you want to work as a “Communications/Customer Service Coordinator III” at College of the Canyons?

Letters of reference are optional.

Please note:

Skills evaluation of candidates for interview may be required.

Travel and relocation expenses are the responsibility of the applicant.

Hiring committees review all complete, qualified application packets. Possession of the minimum qualifications does not guarantee an interview.

“Experience” generally refers to relevant paid experience. In some instances, unpaid experience may be counted as experience towards meeting the minimum qualifications or requirements for the position only if it entailed responsibilities substantially similar to those of relevant paid positions in the field. It is the applicant’s responsibility to provide sufficient information and details to the Human Resources office at the time of submission of their application packet. Details should include the organization, contact name, contact information, start and end dates, hours per week, and a list of relevant unpaid/volunteer duties or responsibilities performed. Not all unpaid experience may qualify. Upon offer of employment, an applicant will be required to obtain written verification(s) of any relevant unpaid/volunteer experience.

Current COC employees who are applying for this position: Please be aware that materials from your personnel file are not included as part of the application file; therefore, please provide the same requested application materials as any other applicant.

Please be aware that, should you be considered as a finalist for this position, reference checks will include current supervisor(s).

Applicants are encouraged to apply online. If you need assistance with the application process, contact:

Human Resources Office(661) 362-3427TTY/TDD (661) 362-5178 or visit our website at
It is the applicant’s responsibility to ensure that all application materials are fully and correctly submitted. All materials submitted are for this position only and become the property of the District. Materials will not be returned, copied, or considered for other openings. Resumes may not be submitted in lieu of the official application form.
The College is expecting to conduct initial interviews between the weeks of June 17, 2024 and June 24, 2024 and conduct final interviews between the weeks of June 24, 2024 and July 1, 2024. This is an estimated timeline, and is subject to change.
Interviews may be conducted in-person or remotely via Zoom.
** This is an on-campus position. **

Positions are offered contingent on funding. We reserve the right to withdraw, extend the filing date, reopen, or delay filling this position. Recruitment may continue until the position is filled.

This recruitment may be used for future vacancies, including positions on either the Valencia Campus or the Canyon Country Campus.