Customer Service Specialist 2 – Counseling, Student Access Srvcs, & Vet & Military Student Se...

Employer
Shoreline Community College
Location
Shoreline, WA

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Employment Type
Full Time
Institution Type
Community College
Job Summary

Date Posted: April 22, 2022

Date of First Consideration: May 15, 2022

Salary Range: $36,905.00 – $47,779.00 annual salary depending on experience

Shoreline Community College is dedicated to inclusive excellence in teaching and learning, student success, and community engagement. Shoreline serves the educational, workforce, and cultural needs of our diverse students and communities through the core themes of educational attainment and student success, program excellence, community engagement, access and diversity, and College stewardship. Shoreline Community College is a place of open inquiry and learning, with a campus that models ideals set out in our Community Standard*. We are committed to upholding a culture of free expression, as well as maintaining a supportive and respectful learning and working environment for all.

Under the general supervision of the Dean of Student Support & Success, the Customer Service Specialist will support the College’s Counseling, Student Accessibility Services (SAS), and Veteran & Military Student Services (VMSS) departments’ commitment to student access, success, and equity. The customer service specialist is responsible for representing the designated programs and services to students, staff, and/or members of the public by providing program information and processes through a variety of electronic or verbal inquires. The position provides significant administrative, fiscal, and programmatic support to the dean and area, notably Student Accessibility Services (SAS) and Veteran & Military Student Services (VMSS).

Essential Job Duties:

  • Serve as the incoming point of contact for the Counseling Center to students, faculty, staff, and community members.
  • Provide general support to VMSS and SAS; follow up with students, maintain electronic student files, respond to general inquiries, and support unit activities and initiatives.
  • Answer telephones, schedule appointments, maintain calendars, and files; facilitate triage for students in crisis to connect them with appropriate supports and resources. Maintain confidentiality in alignment with legal and ethical standards for students seeking or receiving counseling services.
  • Act as liaison between individuals and the programs.
  • Explain and respond to inquiries regarding Counseling program rules, regulations, policies, laws, ethics, etc.
  • Establish/maintain complex databases or manual file system(s). Run and compile data reports.
  • Compile and produce reports, forms, and documents for Counseling and area (tenure reports, quarterly course schedules, student forms, etc.).
  • Monitor and respond to general emails for SAS, VMSS, and Counseling.
  • Track and manage expenses within designated program budgets and create reports as needed.
  • Provide office support, such as purchasing and travel for SAS, VMSS, and Counseling.
  • Assist with proctoring exams on campus for the SAS office.
  • Direct/schedule work study students and other assigned hourly staff in support of program functions.
  • Other duties as assigned of a similar level/nature.
  • Qualifications

    REQUIRED EDUCATION & EXPERIENCE:

  • Associate degree AND two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems; OR a bachelor’s degree; OR equivalent experience providing assistance to clients/customers regarding inquires, complaints, or problems.
  • KNOWLEDGE OF:

  • Microsoft Office Access, Excel, Outlook, PowerPoint, Teams, and Word programs
  • Electronic data record systems such as HP3000, ctcLink, Accessible Information Management (AIM), Starfish, or similar
  • Automated tracking systems and manual and electronic filing systems entry and maintenance
  • SKILL IN:

  • Fostering a climate of equity and belonging through multicultural awareness and responsiveness.
  • Time management, organization, and ability to meet competing deadlines/priorities.
  • Effective customer service, ability to engage in and de-escalate difficult situations.
  • Entering and/or retrieving data accurately in computerized record keeping systems.
  • Developing, maintaining, and ensuring the confidentiality of student files and program data.
  • Handling difficult and sensitive situations, using sound independent judgment within College/legal guidelines.
  • Writing/editing/proofreading clear and concise materials resulting in effective oral and written communication with individuals inside and/or outside of the College.
  • Establishing/maintaining effective working relationships at all organizational levels.
  • Ability to work with a diverse group of students, staff, and the public in a friendly, courteous, and helpful manner.
  • Conditions of Employment

    PHYSICAL WORK ENVIRONMENT:

    The College has reopened many in-person services and this position will perform work in a standard office setting, currently scheduled in-person four days per week, using standard office equipment and physically attending meetings both on campus and virtually, including ability to communicate in person or through appropriate means. When/if designated remote assignment, employees will need to provide their own workspace and internet access, noting the College will provide technical equipment and support for online work needs.

  • Ability to meet the physical demands of sitting for prolonged periods of time at a desk/computer workstation, using repetitive arm, hand and finger movements.
  • Ability to work in an open office setting with frequent in-person interaction and numerous interruptions, work under pressure, and handle multiple tasks/prioritize competing demands.
  • Ability to read printed materials and a computer screen.
  • TERMS OF EMPLOYMENT/SALARY:

    This position is allocated to pay range 37, under the Washington State Department of Office of Financial Management higher education salary schedule. Salary placement for new employees is determined by the College. This position works 40 hours per week, with schedule dependent upon department needs. Hiring of this position is contingent on available funding as determined by the College President.

    OTHER CONDITIONS:

    Persons with disabilities have the right to reasonable accommodation in all aspects of employment with the College. This includes, but is not limited to recruitment, application, hiring, training, termination, conditions of employment, and any other employer-supported activities. Applicants requesting accommodation should contact the Office of Human Resources at [email protected].

    In compliance with the Immigration and Nationality Act, proof of authorization to work in the United States will be required at the time of hire. In addition, employment for this position requires proof of COVID-19 vaccination status or documentation of eligibility for a religious or medical exemption as of October 18, 2021 forward. Other conditions that may apply will be detailed upon the offer of employment. This position is overtime eligible.

    In accordance with RCW 28B.112.080, applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current or past places of employment.

    This position has been designated as a bargaining unit position represented by the Washington Federation of State Employees - Higher Education Community College Coalition.

    Required Materials

    To be considered for this position, please submit the following:

  • NEOGOV online application/profile
  • Letter of interest addressing each qualification
  • Current resumé
  • Supplemental Question(s)
  • Applicants considered for positions at the College may be required to submit to a background check as a condition of employment. Adverse information from the background check will not necessarily preclude employment but will be considered in determining the applicant’ suitability for the positions.

    Please Note: Once application materials have been submitted, you may not modify the application.

    SUPPLEMENTAL QUESTIONS:

  • This position serves students who are often highly distressed or in crisis. Please provide an example of how you have worked with someone who is highly distressed or in crisis.
  • 2. How has your experience/training prepared you to support the needs of students with varying backgrounds, skills, and abilities in their pursuit of educational opportunities?

    *Community Standard Statement

    "Injustice anywhere is a threat to justice everywhere. We are caught in an inescapable network of mutuality, tied in a single garment of destiny. Whatever affects one directly, affects all indirectly ..."

    -- Rev. Dr. Martin Luther King, Jr.

    Shoreline Community College is a place for students, employees, and the community to pursue excellence in education in an environment dedicated to equity, inclusiveness, and self-reflection. We value respectful, dynamic interactions and lively discussion. We strive to create an environment where everyone is supported and valued. Shoreline Community College does not tolerate hateful, violent, or discriminatory actions that target any person or group based on their beliefs, customs, identity, or affiliations. When one of us is diminished, all of us are diminished.

    #youarewelcomehere

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