Customer Service Specialist 2 - Student Records (2 positions)

Columbia Basin College ("CBC" or the "College") seeks a Customer Service Specialist 2 (the "Specialist") to provide 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 closes on June 26, 2025 @ 11:59 PM Pacific Time.

If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at ... or ....

Primary Responsibilities

• Provide high-level customer service and problem-solving assistance to students, staff and the public regarding admissions, onboarding, registration, transcript requests, transfer-in processes and other Student Records-related inquiries;
• Respond to emails, answer phone calls and meet with students listed on the Student Records drop-in queue;
• Review and process admission applications into the Student Management System (SMS), and communicate with students regarding the status of their application;
• Review and process paperwork pertaining to College in the High School (CiHS), CTE dual-credit, apprenticeship, waivers, grade repeats and other Student Records related procedures;
• Serve as a resource to staff by providing clear information and guidance on policies and procedures related to Student Records processes;
• Maintain and update student records by processing name and address changes, entering data into the Student Management System (SMS) from the Getting Started Admin report, assist with registration changes, and process Release of Information forms;
• 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 related duties as assigned.

Required Qualifications

• Associates 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

• Bachelors degree from a regionally accredited college or university;
• Two (2) or more years of experience working in higher education; and
• Bilingual and biliterate in English and Spanish.

Skills and Abilities

Customer Service: Commitment to providing exceptional customer service to students, faculty, staff, and external constituents, ensuring their needs are met with professionalism and responsiveness;

Adaptability/Flexibility : Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors;

Student Centered: Attention, interest, activities and efforts are centered upon the best interest of students. Create and support an environment that enables learners to achieve their personal, academic, and professional goals. Provide courteous and helpful responses to all customers, whether they be students, general public or employees from another department;

Attention to Detail : A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks. Pays close attention to small details, minimizing the likelihood of errors and contributing to overall excellence;

Technology Proficiency: Proficient in utilizing various technologies, including office productivity software, learning management systems, and other educational technologies relevant to the position;

Communication Skills: Effective interpersonal and written communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders;

Yes, And/Teamwork : Demonstrate a willingness to work with, and help others in completing job assignments, the ability to accept constructive criticism and cooperate with fellow employees and supervisors; demonstrate alignment with the "Yes, And" culture, (e.g., being present and listening, making each other look good, embracing change and failure and choosing positivity); and

Support for Diversity, Equity & Inclusion : Reflecting CBC's mission, vision and values, support initiatives that expand the human qualities that differentiate our workplace and educational setting; demonstrate and advocate an understanding of differences, open mindedness, compassion, sensitivity and interest in differing viewpoints given the diverse population and show a deep commitment to the involvement of colleagues, students and community members to student experience and success honoring freedom of expression as fundamental to personal, professional and organizational growth.

Terms of Employment

This position is a full-time classified staff position. This position is overtime eligible and the typical work hours are Monday through Thursday from 7:00 a.m. to 4:30 p.m. and Friday from 7:00 a.m. to 12:00 p.m.; however, must be available to work a flexible schedule when prior notice is given by the College.

Process Note

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.

Additionally, pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicants current or past employer. By law, post-secondary education institutions cannot hire an applicant who refuses to declare the existence or non-existence of an investigation or findings subject to this statute.

**Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities related to this position (e.g., Communication, Analytical Skills, MS Office Simulation [Excel, PowerPoint, Outlook, and Word], Customer Service, etc.).

Conditions of Employment
In the interest of providing a healthy, safe and secure educational and work environment and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986.

CBC is an equal opportunity employer and complies with the letter and spirit of all federal and state laws. CBC encourages applications from qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or other legal protected characteristics. Candidates who need any accommodation in the application process or in employment should contact the Office of Human Resources.

Other Job Elements
The physical demands and work environment characteristics described below are representative of those that must be met and may be encountered by an incumbent when performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Physical Demands

While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach, and manipulate objects. The position requires mobility including having the ability to move materials on a regular basis such as files, books, office equipment, etc. and travel between buildings on campus. Manual dexterity and coordination are required to operate equipment such as computer keyboard, calculator, and standard office equipment.

Working Conditions

Usual office working conditions. The noise level in the work area is typical of most office environments with telephones, personal interruptions, and background noises.

Union Clause
This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.