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Customer Service Specialist 2 - Student Records

Company: Columbia Basin College
Location: Pasco
Posted on: May 31, 2021

Job Description:

Columbia Basin College ("CBC" or the "College") seeks a Customer Service Specialist 2 to provide high quality customer service and support to prospective, current and returning students in the Student Records Department. The Specialist will work in an environment of teamwork and serve as a central point of contact for the Student Records Department, handling routine 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 Specialist will collaborate with other Student Records staff and departments to ensure efficient and timely processes are developed and implemented. This position reports to the Director for Enrollment Services. This position is open until filled. First consideration will be given to applicants whose complete application has been received by May 23, 2021 @ 11:59 PM Pacific Time.Primary Responsibilities: Provide high-level customer service and problem-solving assistance to students, staff and the public regarding admissions, onboarding registration, returning student reactivation, transcript requests, transfer-in processes and other Student Records-related inquiries; Respond to Student Records emails, answer phone calls and meet with students listed on the Student Records drop-in queue using customer service best practices to ensure our students are served in a timely and accurate manner especially as we implement new technologies; Accurately process admission applications into the Student Management System (SMS) Enter, review and maintain accurate data for program coding, Veteran education benefits and admissions applications on hold; run necessary reports to serve students and internal customers in these departments; Assist students in understanding admission applications, onboarding, transcript ordering, and registration processes and procedures; Serve as the primary contact for students, staff and the public; disseminate information and communicate policies and procedures to prospective, current and returning students and community members; Collaborate with Accounting Services and Financial Aid while providing high-level customer service and problem-solving assistance to our internal campus community, to accurately process registration backout transactions; Process student documents, forms and records; update missing student record data, enter name/address changes, complete PIN reset requests, document Release of Information forms, input data into SMS based on getting started admin report, enter grad repeats and complete student reactivation requests; assist with registration changes for Accounting Services and complete unmet prerequisite drops; Handle routine, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines; recognize when an issue should be referred outside of Student Records and make an appropriate referral to facilitate continued problem-solving or assistance of student and department; Offer customer service expertise in serving as a back-up telephone operator; and Perform other duties as assigned. Required Qualifications: Associate's degree or equivalent education from an institutionally accredited college or university; Clerical/secretarial work experience in a professional setting; and Advanced proficiency in Microsoft Office. Preferred Qualifications: Bachelor's degree from an institutionally accredited college or university; Two (2) years of experience working in higher education; and Bilingual and biliterate in English and Spanish. To view a complete position description and/or apply, please visit our website at CBC is an Equal Employment Opportunity/Affirmative Action Employer. Protected groups are encouraged to apply.

Keywords: Columbia Basin College, Pasco , Customer Service Specialist 2 - Student Records, Other , Pasco, Washington

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