Customer Service Specialist 3- CCE

South Puget Sound Community College (SPSCC) seeks highly motivated and qualified candidates for the position of Customer Service Specialist 3

position in the Corporate and Continuing Education (CCE) department. This is a full-time, in-person position. This position will work Monday through Thursday from 7:30 am to 6:30 pm.

CCE provides non-credit training and professional services. The Customer Service Specialist 3 is the primary person responsible for the registration process for CCE trainings, including serving as the primary person on the CCE call center, troubleshooting registration issues within college systems, third-party billing and the drop/refund process. The Customer Service Specialist 3 also performs tasks associated with community engagement and marketing as well as course construction tasks.

South Puget Sound Community College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its professional staff. A firm understanding of antiracist policy development coupled with the skills to eliminate barriers that harm underrepresented people is a college requirement. The students that we serve come from a variety of backgrounds. On average, 43% of SPSCC students are people of color. We strongly encourage members of the underrepresented groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district.

And if that isn't enough? We also offer:

• A healthy work/life balance for our employees with the opportunity for flexible work schedules and remote work depending on position and college needs
• Fine dining in the Percival Room, offering vegetarian, vegan, and gluten-free choices as part of our Culinary Arts and Baking & Pastry Arts programs
• The Clipper Coffee Corner serving Batdorf & Bronson coffee and a selection of delicious food items from our baking/culinary students
• A brand new Health & Wellness Center
• FREE Bus service every 15 minutes to downtown Olympia and beyond
• FREE parking on our campuses - permits are not required
• On-campus child care
• Percival Creek which runs beneath our campus footbridge, provides year-round beauty and views of Chinook, Coho, and chum salmon pass through each fall
• Many walking paths that are marked and on nicely paved sidewalks
• SPSCC promotes wellness with a variety of different workshops and events on campus
• Lots of activities with our Artist & Lecture series, which are FREE for staff and faculty
• Many community events in the Kenneth J. Minnaert Center for the Arts
• Employee Resource Groups (ERGs)that offer an opportunity for SPSCC employees to gather and connect around issues that define them personally, and which affect their work at the College and their professional development. Current Employee Resource Groups include:
• Staff and Faculty of Color (SFOC) ERG - an employee network which strives to create an intentional and relational foundation for community and trust building across different groups through shared values.
• The LGBTQIA+ ERG creates a space for LGBTQIA+ staff and faculty at the college to share resources, build support and community, and work towards greater equity and accessibility.

Duty: Registration for Corporate and Continuing Education

Tasks include:

• Perform all tasks associated with registering self-support students and using CampusCE and ctcLink, where appropriate; troubleshoot issues as they arise

• Verify that the ctcLink Search/Match feature is working correctly for self-support students; troubleshoot errors and duplicate issues

• Primary person answering the CCE registration line

• Assist registrants, answering questions related to registration or classes offered, triaging to Program Managers/Directors where appropriate

• Receiving payments and coordinating with fiscal office staff for processing as needed, including troubleshooting and solving errors or other registration issues.

• Perform all tasks associated with third-party billing

• Dropping students from multiple databases, initiating refunds, and coordinating processing of refunds with student financials staff, including interpreting and enforcing the cancellation policy.

• Follow the course cancellation process flow

• Create and maintain spreadsheets inthe shared drive for fiscal tracking and reconciliation

• Establish and maintain a file system for fiscal and registration documentation and records for programs that do not follow typical processes.

• Update enrollment of all CCE classes in tracking spreadsheets as appropriate.

• Make participant cancellation calls as per the Program Manager's instructions and transfer participants to the appropriate classes as needed.

• Monitor waitlists and work with the appropriate Program Manager and Program Specialist as necessary

• Coordinate arrangements for special registration scenarios (e.g., registration in classes requiring special permission) as directed

• Serve as the primary contact for the Employee Development Program. Update the quarterly employee pricing list, initiating requests of appropriate program managers when update information is needed, and provide to the Human Resources office quarterly.

• Create an employee section for the desired class in all required systems and spreadsheets. Register employee participants, coordinate billing with the Human Resources Office, and confirm registration with the participants.

Duty: Public Interface, Engagement, and Marketing

Tasks include:

• Assist with the maintenance and updating of course categorization and category descriptions to provide the best customer experience
• Turn on registration quarterly in CampusCE and communicate dates with customers
• Email class reminders
• Assist with updating automatic communications as needed
• Pull "How did you hear about us" data from CampusCE and evaluations
• Assist with the development and implementation of marketing strategies based on customer input as directed
• Under the direction of a supervisor or program directors, carry out social media and email marketing plans.
• Update electronic information displays for Lacey Campus in the reception area daily or as appropriate, primarily utilizing the Train calendar and 25Live
• Maintain the department's mailing list
• Represent the department and college at conferences and marketing events as appropriate

Duty: Program and Campus Support

Tasks include:

• Assist with data entry of Corporate and Continuing Education courses and special events in Course Management Systems and cross-reference for accuracy; check website for accuracy.

• Reconcile ctcLink, CampusCE, and Train.

• Act as a liaison for instructors and custodial services for evening non-credit classes and events, including questions regarding class paperwork, enrollment issues, and room setups, duplication services, and provide general campus information and support.

• Provide typical clerical and technical support, including: composing and proofing office correspondence; preparing materials; checking quarterly brochure and date systems for accuracy.

• Enter evaluation scores and comments from CE classes.

• Check CE Outlook inbox daily

• Print the calendar for the weekly operation meeting and update it as directed.

• Prepare and have ready materials, rosters, and books/handouts as required for starting classes

• Setup CCE classrooms evening before start date, including: all required participant and instructor materials and sign-in rosters, verifying correct quantity for course enrollment; ensure classroom appearance is professional and welcoming for new class; ensure furniture setups are correct and adjust if needed; double-check that markers, white board eraser cloths and CCE promotional materials are restocked; resolve issues as able, triaging to appropriate department or morning staff if necessary.

• Breakdown of CCE classrooms on the evening of the end date, including: retrieval of all remaining participant and instructional materials and sign-in rosters; emptying recycling and garbage in the appropriate building receptacles; restocking markers, whiteboard eraser cloths, and CCE promotional materials; ensuring the classroom appearance is professional and welcoming for next use.

Duty: Attend Meetings and/or Conferences

Tasks include:

• Attend meetings and/or conferences as a program representative, including weekly departmental operations meeting and CampusCE/ctcLink meetings

Duty: Other duties as assigned

Tasks include:

• Provide backup for all duties of support staff positions when needed, as directed by the supervisor/Administration, or as outlined in coverage flowcharts.
• Perform other duties as required or appropriately assigned.

Minimum Qualifications

• High school graduation or equivalent AND two years of applicable customer service and clerical experience OR equivalent education/experience.

Preferred Qualifications

• Strong organizational skills, ability to work independently and prioritize multiple tasks, maintain office confidentiality, and accommodate numerous interruptions.
• High degree of accuracy and attention to detail
• Problem-solving skills and decision-making ability
• Excellent communication skills and the ability to work well with others and function as a team member.
• Advanced knowledge of computers and software applications, specifically MS Office suite: Word, Outlook, Excel, PowerPoint, and Access.

Applications must be completed online and include the following attachments:

• Cover letter addressed to the Screening Committee, highlighting your ability to perform the responsibilities and competencies described in the job posting.
• Current resume/CV showing all educational and professional experience which demonstrates how you meet the minimum and any preferred qualifications.

Top candidates will be notified directly to interview for this position. Selection will be based on the applicant's knowledge, skills, and abilities to perform the duties listed in this job posting as identified in the materials requested above. Applications with comments directing the reader to see attachments will be considered incomplete.

Veterans Preference

Applicants who meet the minimum qualifications and are wishing to claim Veterans Preference should redact their personally identifiable information from a copy of their United States Department of Veterans Affairs honorable discharge documentation and email to ... with the job number for which they are applying in the subject line.

Background Check Condition of Employment

Employment with the college is contingent upon the successful completion of a comprehensive background check. Any adverse information will be considered on a case-by-case basis and does not automatically preclude a candidate from employment.

Bargaining Unit

This position has been designated as a bargaining unit position represented by the Washington Federation of State Employees.

South Puget Sound Community College values diversity and is an Equal Opportunity Employer and Educator

South Puget Sound Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). SPSCC provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following person has been designated to handle inquiries regarding non-discrimination policies, Title II and Title IX, Samantha Dotson, Executive Human Resource Officer /Title IX Coordinator, ..., ..., Building 25, Room 220, 2011 Mottman Rd SW, Olympia, WA 98512; South Puget Sound Community College is a smoke-free/drug free environment.

Applicants needing accommodation in the application process in an alternative format may contact the Human Resources office at ....