SALARY:

$17.11 Hourly

OPENING DATE: 10/28/19

CLOSING DATE: Continuous

DESCRIPTION:

This position will remain open until filled

Olympic College is recruiting to fill a part time Customer Service Specialist 3 (CSS3) position for the Ranger Station one-stop shop. This position will provide high quality services and support to prospective and enrolled students in a friendly, fast-paced, customer-focused environment called the Ranger Station. The CSS3 will serve as a central point of contact handling general to complex inquiries, transactions, and customer service questions primarily face-to-face, or by email/e-Chat, other web-based methods, and outbound service calls. The CSS3 will also handle complex, cross-departmental student concerns related to Admissions, Financial Aid and Registration and Records and will work in an environment of teamwork in an effort to facilitate resolution for students and departments considering circumstances involved.

The CSS3 will interpret and apply knowledge of applicable policies and procedures in providing courteous and professional customer service and in the resolution of inquiries, issues, and complaints. This position reports to the Program Manager B of the Ranger Station.

ESSENTIAL FUNCTIONS:

• Advise students, staff and the public regarding information and interpretation of college policies and activities related to enrolling at the college.

• Provide customer service via face-to-face, email/e-Chat, other web-based methods and outbound service calls as able given the complexity of the issues.

• Provide professional, courteous, empathetic and problem solving student assistance in the Ranger Station, while assisting students in navigating through, processes and registration procedures, understanding financial aid processes and/or eligibility decisions, and in explaining account charges and how to set up payment plans using Nelnet.

• 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 eligibility and 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 procedures.

• Provide information on funding resources, deadlines, and financial aid eligibility and assist students in resolving problems, evaluating alternatives and determining other options.

• Assist students in understanding account balances, tuition payment obligations, options and deadlines, and inform students of collection policies and procedures in regards to Business Services.

• Assist students in using and understanding class catalog and class schedules.

• Interpret and ensure confidentiality of customer information following federal FERPA and financial aid guidelines and college regulations.

• Document image materials received for student educational and financial aid records.

• Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines, with recognition of when an issue should be referred to outside the Ranger Station and then make an appropriate referral to facilitate continued problem-solving or assistance of student and department.

• Perform other duties as assigned.

QUALIFICATIONS:

Minimum Qualifications 

• High School graduation or equivalent

• Five (5) years of experience providing assistance to customers regarding inquiries, complaints and problems.

• Experience with SMS (Student Management System).

• Intermediate level computer competency, including Microsoft Office applications.

 Equivalent education & credentials that demonstrate the ability to perform the essential functions of the position may be considered.

Preferred Qualifications

• Experience working in Student Services, Financial Aid, Admissions and/or Registration and Records.

 
Successful applicants will be able to: 

• Understand the needs of community college and students

• Knowledge of customer service skills and best practices with ability to provide general and specialized student support services with professional courtesy, empathy and an interest in positive problem solving

• Understand complex oral and written instructions

• Display strong organizational and analytical skills

• Independently prioritize and organize assigned work

• Establish and maintain a positive and effective work environment

• Demonstrate the ability to work independently, read, understand, and interpret policies and procedures

• Multi-task, meet deadlines, and be highly adaptable  to new and changing situations and work effectively under pressure, both individually and in a team setting

• Demonstrate excellent oral and written communication skills

• Interact successfully with individuals and groups representing a wide range of diverse cultural, geographic, and socioeconomic backgrounds

• Possess excellent customer service skills; including building and maintaining internal/external customer satisfaction.

• Demonstrate an appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace.

• Demonstrate an understanding of and commitment to the Olympic College mission, vision and values.

• Demonstrate ethics, integrity and sound professional judgment

ADDITIONAL INFORMATION:

Terms of Employment:
This is a part-time hourly position scheduled to work up to 18 hours per week. Hours worked are limited to 79 hours per month or 450 hours in a 6-month period. Flexibility in scheduling is needed to meet the demands of the department. The salary for this position is $17.11 per hour.

Conditions of Employment:

• Successful Completion of a criminal history background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability for the position.

Application Procedures
            To be considered for this position a candidate must apply online through the Olympic College website and submit the following required materials:

• Olympic College Online Application

• Resume 

• Cover Letter

• Unofficial college transcripts (If applicable). Official transcripts and copies of mandated certifications will be required of the successful candidate.

All application materials become the property of Olympic College.
 
For technical support, contact NEOGOV at 855-524-5627 between 6am and 6pm Pacific Time, Monday-Friday.

Corrected or extended notices for this recruitment will be posted in the Human Resource Services Office and the Olympic College web site.
 
Olympic College is an Equal Opportunity Employer and Educator

APPLICATIONS MAY BE FILED ONLINE AT:
http://www.olympic.edu

1600 Chester Avenue
Bremerton, WA 98337
(360) 475-7300
(360) 475-7221

jobs@olympic.edu

Position #19-20-P31
CUSTOMER SERVICE SPECIALIST
BM