Customer Service Specialist 2 - Spokane Community College

Salary: $3,145.00 - $4,174.00 Monthly
Location : Spokane, WA
Job Type: Classified
Job Number: 20244207
Department: SCC Student Services
Opening Date: 02/19/2024
Closing Date: 3/5/2024 2:24 PM Pacific
DESCRIPTION
Starting salary for this position is: $3,145 (Monthly)
Employees starting at the entry step of this range receive salary step advancement after six months and every 12 months thereafter. If an employee starting at anything higher than the entry step of the range, will have salary step advancement after 12 months and salary step advancement every 12 months thereafter until they reach the top of the salary range. Each salary step advancement will be approximately a 5% increase in salary.
Community Colleges of Spokane (CCS) District Equity Statement
CCS believes that access to high-quality education in a safe and inclusive environment is the right of all individuals and imperative for the continued advancement of a strong democracy and workforce. We also believe higher education institutions have an obligation to work toward and demonstrate progress in ensuring equity amongst their students, faculty, and staff. Equity is grounded in the principle of fairness. In higher education, equity refers to ensuring that each student receives what they need to be successful through the intentional design of the college experience.
Spokane Community College (SCC) is a beautiful campus located in the inland Pacific Northwest, on the ancestral home of the Spokane Tribe, near the Spokane River. Our campus is not far from the urban center of Spokane, a mid-sized city with a high quality of life and quick access to the outdoors. See our website for more in Spokane.
SCC is one of two accredited Community Colleges that comprise the Community Colleges of Spokane (CCS). Serving about 15,000 students, SCC endeavors to be an educational leader and a responsive partner with the community and region, offering access to relevant programs of the highest quality. We offer state-of-the-art career technical programs (approximately 50% of total enrollment) as well as liberal arts/transfer programs (about 25%) and basic education for adults (about 25%), In addition to serving the urban and suburban population in greater Spokane, CCS provides educational services to rural communities throughout a 12,302 square mile region in Eastern Washington. This region includes all of Spokane, Stevens, Whitman, Ferry, and Pend Oreille Counties as well as portions of Lincoln County.
SCC's mission is to provide all students with an excellent education that transforms lives and expands their opportunities.
Please be aware that this recruitment closes at 4:00 p.m. PST. The application process will not be available after this time. To ensure consideration make sure your application is completed and submitted as soon as possible. Applications will only be accepted prior to 4:00 p.m. on the closing date.
The Community Colleges of Spokane is seeking a highly motivated and qualified individual for the position of Customer Service Specialist 1 in the SCC Financial Aid/Work Study Division.
JOB SUMMARY
Under general direction at the Student Services Bigfoot Central (BFC) Desk, this position will provide information regarding admissions, financial aid, registration, transcripts, and other services and resources offered at Spokane Community College (SCC) / Community Colleges of Spokane (CCS).
This position will provide assistance and resolve complaints, inquiries and student service problems while maintaining appropriate confidentiality. The Customer Service Specialist provides hands on help to students regarding SCC services, programs, policies and procedures as well as helps the public and students with completing and accepting forms, registering for classes and issuing student identification (ID) cards.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES

• Provide Customer Service while working with students at the main student service desk. *
• Respond to and interact with prospective students about admissions, testing requirements, financial aid, registration, transcripts, disability access services and general college/program information and resources to support student success. *
• Provide Customer Service while answering the switchboard, student emails, Chat Bot messages and creating and issuing student ID cards and name badges. *
• Maintain knowledge of policies of other departments (Admissions, Registration, Transcripts, Student Success, Testing, Curriculum, etc.) and understand the impact on a student's financial aid eligibility. *
• Answer questions, research and problem solve staff, student and public inquiries and inform students of services available to them. *
• Work on special projects for the Director/Associate Director and serve as an inter-campus contact for the Financial Aid Office. *
• Maintain knowledge of federal, state and institutional Academic Progress (AP) policies, ensuring students maintain a proper grade point average (GPA) and number of quarters they have been in attendance. *
• Maintain expertise and up-to-date knowledge of federal and state regulations for financial aid programs and react positively to constantly changing federal, state and institutional regulations and guidance. *
• Maintain knowledge of services and resources at SCC/CCS to provide students information and connect prospective and current students with support resources designed to sustain their success. Refer questions to the proper office or person in a courteous and professional manner. *
• Receive documents such as tax returns, W2 forms, citizenship, resident and other parent/student forms, reviews documents for completeness and consistency. *
• Attend Future Sasquatch Days events for various departments to assist students with admissions, registration and financial aid questions. *
• Model professional decorum and mutual respect in all personal interactions. *
• Comply with district policies, procedures and directives, state and federal regulations, orders and statutes and collective bargaining agreements. *
• Support and advance the CCS strategic plan, and perform other duties as assigned. *

* Indicates this is an essential duty.
COMPETENCIES & OTHER REQUIREMENTS
COMPETENCIES

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Ensures Accountability: Ability to hold self and others accountable to meet commitments.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Values Differences: Recognizes the value that different perspectives and cultures bring to an organization.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels.
• Nimble Learning: Actively learns through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Situational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.

MINIMUM QUALIFICATIONS

• Associate degree. Or an equivalent mix of education and experience that demonstrates the candidate meets all competency requirements for this position.
• Knowledge of computers and spreadsheets, database and word processing software.
• Ability to operate office equipment.
• Ability to use a multi-line phone system and possess proper phone etiquette skills.
• Ability to represent SCC in a friendly and courteous manner.
• Excellent communication skills both orally and in writing.
• Ability to work on and pivot between multiple tasks and work in a fast-paced environment.
• Proven ability to work within deadlines.
• Must be able to work as a member of a team.
• Ability to interpret and apply regulations, policies and procedures received from multiple sources.
• Ability to maintain a high level of confidentiality.
• Ability to perform mathematical calculations and/or verify information accurately.

DESIRED QUALIFICATIONS

• Two (2) or more years of related experience.
• Experience in a higher education environment.
• Experience with student management systems (e.g., PeopleSoft).

CONDITIONS/TERMS OF EMPLOYMENT
TOTAL COMPENSATION WITH BENEFITS: $53,521 - $67,436.
Total compensation is an estimate based upon adding the following amounts together:

• Base compensation of $37,740 - $50,088, plus
• Current employer-paid health and related benefit contribution rates, plus
• Median retirement fund contributions.

The actual total will vary depending upon each employee's enrollment choices.
Person hired must be able to provide acceptable documentation of U.S. Citizenship or lawful authorization to work in the United States. This is an absolute condition of employment. An offer of employment will not carry with it any responsibility or obligation on the part of the district to sponsor an H1-B visa. In addition, the Community Colleges of Spokane maintains a drug-free work environment and prohibits all smoking in the college buildings and state-owned vehicles. Must be able to successfully work in and promote a multicultural work and education environment.
Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. Once an applicant is chosen for a position, they are required to complete and submit a declaration regarding sexual misconduct and investigation per state law.
PHYSICAL REQUIREMENTS

• Work is performed in an open office setting with frequent interruptions and background noise.
• Work is sedentary.
• Frequent use of computers.
• Work directly with students/clients.
• Frequent oral and auditory communication with others.

CONDITIONS OF EMPLOYMENT

• Full-time schedule (12-month, 40-hours a week).
• This position is overtime eligible.
• 6-month probationary period.
• May require local or regional travel.
• Criminal background check is required.

REQUIRED APPLICATION MATERIALS
To qualify for consideration, applicants must meet required competencies and submit a complete application packet, which includes the following:

• CCS online application. *
• Cover letter addressing your qualifications relevant to the responsibilities of this position. *
• Resume. *
• References - the names, addresses, and phone numbers of three professional references. *
• College transcript(s) if applicable - unofficial/copies of transcripts are acceptable for initial application, official copies must be submitted upon acceptance of job offer.

NOTE: All of the above are required to ensure your consideration for this position. The item(s) marked with an asterisk are required attachments to your application prior to submission.
If you require an accommodation during the application or interview process, please contact HR at
Community Colleges of Spokane does not discriminate in its programs, activities and employment on the basis of race, creed, color, religion, national or ethnic origin, age, sex, marital status, pregnancy, pregnancy related conditions, parental status or families with children, status as a mother breastfeeding her child, AIDS/HIV or hepatitis C, honorably discharged veteran status, sexual orientation, gender identity or expression, disability, use of trained guide dog or service animal by a person with disability, genetic information or any other legally protected category.
Direct all inquiries or grievances regarding access and Title IX or ADA to:
Amy McCoy | Chief Compliance Officer
Title IX and ADA Coordinator
Community Colleges of Spokane
2917 W. Whistalks Way, MS 3027
Spokane, WA. 99224-5288
Direct all inquiries regarding equal opportunity compliance and/or grievances to:
Greg Stevens | Chief Strategy and Administration Officer
Community Colleges of Spokane
P.O. Box 6000, MS1004
Spokane, WA. 99217-6000
Native Land Acknowledgement
We are honored to acknowledge that the Community Colleges of Spokane, and our main campuses for Spokane Falls and Spokane Community College, are located on the traditional and sacred homelands of the Spokane Tribe. We also provide services in a region that includes the traditional and sacred homelands of the Coeur d'Alene Tribe, Confederated Tribes of the Colville Reservation, Kalispel Tribe and Nez Perce Tribe.
We pay our respect to tribal elders both past and present as well as to all Indigenous people today. This land holds their cultural DNA, and we are honored and grateful to be here on their traditional lands. We give thanks to the legacy of the original people and their descendants and pledge to honor their stewardship and ...