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Customer Service Specialist 3 Full-time

at Cascadia College New York in New York (Published at 10-08-2022)

Customer Service Specialist 3 - Enrollment Services
Job ID: 11836
Location: Cascadia College
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us
Cascadia College is seeking highly motivated individuals who are interested in being part of a small yet dynamic community, with a faculty and staff that are dedicated to meeting the needs of our intersectional, diverse students. Cascadia College is committed to creating and supporting an equitable and inclusive faculty, staff, and student population centered on dismantling systemic oppression and historic marginalization. Individual differences are celebrated in a community of learners focused on social justice, diversity, equity and inclusion.
Application Instructions
Customer Service Specialist 3 - Enrollment Services
Classified #102C
Priority Consideration Date: Monday, August 22, 2022 at 11:59pm
In order to submit a complete application andbe considered bytheSearchCommittee, please attach all of the following to youronlineapplication:
  • Equity Statement (expected length 300-500 words) to include each of the following elements:
  • Adescriptionof a time when you recognized an equity issue. What was the issue? What did you do to make a difference? What did you learn about equity through this experience?
  • A detaileddescriptionof how you are seeking to learn more about equity related issues including but not limited to race, gender, LGBTQ+,disability (ableism),age (ageism),socioeconomic class,and body diversity.
  • An explanation of how you will contribute to equity at Cascadia (i.e. with students, in your work group, in cross-departmental committees), as well as actively work against the institutionalized norms of oppression against historically marginalized people.
  • Cover Letter (not to exceed 1,000 words) that specifically addresses how your qualifications and experiences meet or exceed the minimum qualifications, preferred qualifications and the characteristics of the position.
  • Resume or Curriculum Vitae
Position Overview
Under the general direction of the Assistant Director of Enrollment Services, the Customer Service Specialist 3 - Enrollment Services serves as a senior customer service specialist for prospective, new, and continuing students, handling complex, cross-agency customer needs. Positive and efficient customer service is provided in-person at the front counter, via email, and over the telephone. This position provides general programmatic support for Admissions, Enrollment Services, Student Financial Services, College and Career Foundations, International Programs, Advising, Student Accessibility Services, assessment testing student development functions and staff. This position also trains and supports new and lower level staff in aspects of processes, customer relations, and problem resolution. Identifies and recommends change to agency policies and procedures that hamper customer access to college services.
As the Customer Service Specialist 3 - Enrollment Services it is expected that the following qualities will be demonstrated daily: a high degree of understanding and empathy for all students, faculty, staff, and visitors, as well as the ability to encourage the inclusion of all voices in decision-making, promoting equity in all areas, and actively working against institutionalized norms of oppression against historically marginalized people.
Employee Type: Full Time 12-Month Classified, Permanent
Inital Salary Range: $3,167.00 - $3,558.00 DOE per month + 5% King County Premium Pay
Supervising Position: Assistant Director of Enrollment Services
Essential Duties
Kodiak Corner One Stop Shop/Welcome Desk Services:
  • Greet and assist students, faculty, staff, and the general public
  • Answer and respond to telephone calls, messages and electronic inquiries in a timely manner
  • Answer questions concerning, and consults with Enrollment Services, Student Financial Services, Academic Advising, Disability Support Services, Veterans Services, and other campus services
  • Make appointments/referrals to appropriate Student Success Services staff members/offices
  • Schedule individual and group advising appointments
  • Create, file and maintain student records
  • Maintain supplies in the self-help area for students
  • Maintain the confidentiality of student records and information
  • Resolve customer service issues
  • Perform clerical/administrative duties
  • Participate in committees, professional development opportunities, and team- and college-wide meetings as appropriate
  • Train and direct the work of student employees
  • Approve flyers for campus posting
  • Copy, scan, fax and email documents

Customer Service to Students - Enrollment:
  • Monitor enrollment waitlists and process student enrollment requests
  • Manage record retention for student files
  • Determine student placement levels and recommending different methods of assessment
  • Proctor assessment testing and testing for students with testing accommodations
  • Determine Washington state residency for tuition paying purposes
  • Use the Student and Financial Systems to view and update student records
  • Interpret policies and procedures for students, faculty, staff, administrators and community members

Other related duties as assigned
Education and Experience
Minimum Qualifications:
  • An Associate's degree AND experience providing assistance to customers regarding inquiries, complaints or problems; OR equivalent customer service experience
  • Demonstrated strong interpersonal, telephone, email and communication skills
  • Demonstrated commitment to and interest in diversity, equity and inclusion and the ability to support a diverse workplace and educational environment

Preferred Qualifications:
  • Work experience in a college's office of registration, admissions, cashiering, financial aid, support services or a related function
  • Strong computer knowledge with the ability to navigate through Microsoft Office applications
  • Experience with computerized registration applications such as PeopleSoft
  • Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determine priorities
  • Ability to successfully communicate (written and orally) in a second language

Terms of Employment:
This is a full-time, twelve-month Classified po
sition. This position works 40 hours per week, Monday - Friday; may include occasional evening responsibilities. The position is allocated to pay Range 39 under the Higher Education Salary Schedule. Initial salary placement is between the ranges of $3,167.00 - $3,558.00 per month, with yearly step increases to the maximum salary of $4,216.00 (Step M) per month (not including the 5% King County Premium Pay). This is a represented position.
Cascadia College employees receive a 5% King County Premium Pay in addition to base salary for the 2022-2023 Fiscal Year.
Following a successful probationary/trial service period, employees attain permanent status. Cascadia College offers a comprehensive benefit package including tuition fee waiver.
This position has been designated as a bargaining unit position by the Washington Public Employees Association. Following a successful probationary/trial service period, employees attain permanent status.
Cascadia College offers a comprehensive benefit package including tuition fee waiver.
Physical Work Environment:
Sedentary Work: Involves staying in a stationary position to a significant degree. Jobs are sedentary if moving is required only occasionally and all other sedentary criteria are met. Work is primarily performed at the Cascadia College campus, in an office environment and requires standing and/or sitting and using computers for extended periods of time.
Position in this class typically require operating a computer and telephone, communicating, observing and repetitive motions.
Exerting between 10-30 pounds of force occasionally and/or a negligible amount of force frequently to transport, put, install, remove, or otherwise move objects.
The College is currently in hybrid operations, with many assignments completed in an online environment during this time. Beginning in Fall Quarter 2022, full-time employees will be expected to be on-campus three (3) days per week with the option to work remotely for the remainder of their working days. Employees will need to provide their own remote workspace and internet access, noting the College will provide technical equipment and support for online work needs. During on-campus operations, this position will perform work in a standard office setting, use standard office equipment and physically attend meetings both on and off campus and requires the ability to communicate in person or through appropriate means.
Condition of Employment:
As an institution that upholds the value of equity and inclusion of every individual, Cascadia College expects its employees to embody and promote these values. Both current and prospective employees of the College are encouraged to seek deeper understanding in these areas as part of professional growth. Cascadia College maintains a drug-free work and learning environment and prohibits smoking in all college buildings and state- owned vehicles.
This position has been designated as a bargaining unit position represented by the Washington Public Employees Association. Following a successful probationary/trial service period, employees attain permanent status.
Per Governor Inslee's Proclamation 21-14.1, state employees must be fully vaccinated or have an approved exemption with HR. Your vaccine status will be verified upon hire. Please reach out to the HR Office at [email protected] if you need information on medical or religious accommodation.
Campus Safety
In recognition of the Jeanne Clery Act, information on our campus safety can be found at www.uwb.edu/safety.
Cascadia Commitment
Cascadia College is committed to creating and supporting a diverse faculty, staff and student population. Individual differences are celebrated in a community of learners focused on diversity, equity and inclusion. Cascadia does not discriminate on the basis of race, color, religion/creed, sex/gender, sexual orientation, national origin, citizenship or immigration status, age, genetic information, marital or honorably discaharged veteran or military status, or the presence of any sensory, mental or physical disability, and is prohibited from discrimination in such a manner by college policy and state and federal law. Persons with disabilities needing assistance in the application process may make request to the Human Resources Office by calling (425) 352-8880.

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