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Student Support Specialist

2 months ago

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

Columbia Basin College is seeking a highly skilled Customer Service Specialist to provide exceptional support to students, faculty, and staff. This role is responsible for delivering high-quality customer service, resolving complex issues, and promoting a positive experience for all stakeholders.

Key Responsibilities
  • Customer Service: Provide professional, courteous, and empathetic support to students, faculty, and staff via various channels, including face-to-face, email, and phone.
  • Issue Resolution: Analyze and resolve complex customer issues, escalating when necessary to ensure timely and effective resolution.
  • Process Improvement: Identify opportunities for process improvement and implement changes to enhance customer experience and efficiency.
  • Communication: Develop and maintain effective communication with students, faculty, and staff to ensure seamless delivery of services.
  • Team Collaboration: Collaborate with cross-functional teams to achieve shared goals and objectives.
Requirements
  • Education: Associate's degree or equivalent from a regionally accredited college or university.
  • Experience: Three (3) years of experience providing customer service in a higher education setting.
  • Skills: Advanced proficiency in Microsoft Office, excellent communication and interpersonal skills, and ability to work in a fast-paced environment.
Preferred Qualifications
  • Education: Bachelor's degree from a regionally accredited college or university.
  • Experience: Two (2) or more years of experience working in higher education.
  • Language Skills: Bilingual and biliterate in English and Spanish.
Skills and Abilities
  • Customer Service: Commitment to providing exceptional customer service, ensuring customer needs are met with professionalism and responsiveness.
  • Attention to Detail: A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks.
  • Communication Skills: Effective interpersonal 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.
  • Adaptability/Flexibility: Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors.
  • Leadership (informal): Capacity to inspire and influence peers, demonstrate initiative, and take ownership of tasks or projects within a team setting, contributing to collective success and fostering a culture of leadership at all levels.
  • Decision Making: Strong analytical skills and sound judgment to assess complex situations, weigh alternatives, and make strategic decisions that align with the college's mission, values, and priorities while considering diverse perspectives and potential impacts.
  • Professionalism: Demonstrates tact and respect when interacting with others, maintaining composure under pressure. Treats all individuals with consideration, regardless of their status or position. Takes responsibility for actions and consistently follows through on commitments.