Customer Service Representative

19 hours ago

Pasco, Washington, United States Columbia Basin College Full time
Job Summary

Columbia Basin College is seeking a highly skilled and customer-focused individual to join our team as a Customer Service Specialist 2. This role will provide exceptional support to prospective and returning students in the Transitional Studies Department, ensuring a seamless and personalized experience.

Key Responsibilities
  • Provide professional and empathetic student assistance via face-to-face, email, and phone calls, handling routine inquiries, transactions, and customer service issues.
  • Assist new and returning students in navigating the registration process, options, and goals, providing accurate and timely information to aid decision-making.
  • Accurately evaluate transcripts for students seeking a high school diploma, understand and explain placement scores and transcript evaluation, and serve as a back-up proctor for CASAS placement exams as needed.
  • Communicate policies and processes to prospective students and community members, and assist with application processes as appropriate.
  • Enter and maintain accurate data on prospective students throughout the intake, testing, and registration process in division databases and spreadsheets.
  • Assist students in understanding account balances, tuition payment obligations, options, and deadlines.
  • Handle routine, cross-departmental student issues, facilitating resolution within guidelines and making appropriate referrals when issues need to be addressed outside of Transitional Studies.
Requirements
  • Associate's degree or equivalent education from an institutionally accredited college or university.
  • Two (2) years of experience providing customer service.
  • Bilingual and biliterate in English and in Spanish.
Preferred Qualifications
  • Experience assisting non-native English speakers or adults with academic skills below high school completion.
  • Intermediate proficiency in Microsoft Office.
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.

Intercultural Intelligence: Proficiency in understanding, appreciating, and effectively navigating cultural differences within the college community and beyond.

Interpersonal Skills: Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things.

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

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

Professionalism: Consistently embodying integrity, ethical conduct, and dedication to the college's mission.

Organizational Skills: Strong organizational abilities to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced setting.

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