Communications/Customer Service Technician II

Communications/Customer Service Coordinator II

Two weeks prior to the deadline to submit applications, the diversity of current applicants will be assessed. Upon review, if the pool does not include sufficient diversity at that time, the application window may be extended. The Santa Clarita Community College District/College of the Canyons is seeking a full-time Communications/Customer Service Coordinator II in the Public Information, Advocacy, External Relations and District Communications division. Salary placement will be on Range 24 of Classified Represented Salary Schedule B. Initial salary step placement for new employees is customarily at step 1, 2, or 3 ($5,199.00/ $5,513.00/ $5,825.00 per month) of this 20-step salary range. Probationary period for new Classified employees is six months. Work year is 12 calendar months. The normal workweek for this position is 40 hours. Paid holiday, discretionary, and sick time are provided. Ten vacation days accrue during the first year of employment. A regular work schedule will be assigned, with the ability to occasionally work a flexible schedule as needed with supervisor approval.

The Santa Clarita Community College District is committed to achieving educational equity for all students. As presented in our District Strategic Plan, which focuses on Access, Engagement, and Success, "Equity, inclusion, and diversity are not goals in themselves, but ideologies embedded in all actions and planning across all departments and functions of our college and its two campuses." These areas of focus demonstrate a resolve to focus on student success and confirm that we are at the forefront of change with integrated planning efforts that both evolve and anticipate the needs of our students. We provide students with a rich and dynamic learning experience that embraces differences fostering healthy inclusion through inquiry, shared dialogue, and reflection to ensure that we promote a sense of community, collegiality, and cooperation. When you join our team at the Santa Clarita Community College District, you can expect to be part of an inclusive, creative, flexible, innovative, and equity-focused community that engages students, each other, and the community in scholarly inquiry, creative partnerships, and the application of knowledge and success.

We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities, and orientations. Therefore, we prioritize applicants who demonstrate they understand the benefits diversity brings to a professional educational community. The successful candidate must be an equity-minded individual committed to collaborating with faculty, classified staff, administration, students, and community partners who share our commitment to closing equity gaps. The Santa Clarita Community College District seeks leaders possessing a strong grounding in academic and student services programs and a thorough understanding of the primary mission of the community college. We seek employees that value mentorship and working in a collegial, collaborative environment, who are conscientious risk takers and transformational leaders guided by a commitment to helping all students achieve their educational goals.

Example of Duties

Essential duties include:

1. Operates the college communications center, including a communications data computer and front-line reception area; receives and routes incoming calls, operates the college's on-campus radio system module in the Communication Center and Mailroom, and makes proper telephone connections. Coordinates all activities with the Communications/Customer Service Coordinator.
2. As the very first point of contact for the public, provides a welcoming tone and a sense of "quality customer service" to all who call or visit the college. Acts as the information center for the campus. Maintains a directory of information. Answers inquiries from the general public and assists the public by providing information, directions to offices and to persons from whom the public may receive assistance.
3. Provides college informational, marketing, and other materials to visitors, including schedules, applications, and selected forms such as parking appeal forms. Handles as much front-line information services as possible, providing telephone relief to administrative and student services offices. Assists with class cancellations and notifications outside of the Instruction department's normal business hours.
4. Foresees the need for changes in messages during holidays and emergencies and assists the Director of District Marketing, Creative Media & Content Strategy in development and maintenance of the college's voicemail recordings. Is responsible for contacting all district and college offices to gather information regarding hours of operation for each area and to disseminate this information throughout the college.
5. Takes and routes messages. Coordinates closely with the telephone system technician who handles equipment installation, maintenance, and programming.
6. Collates and distributes materials; develops files and maintains records. Maintains and arranges for supplies, repairs, and maintenance of communications office equipment, including mailing, telephone, and fax equipment. Assists in communications with the Post Office, electronic payment of postage and departmental accounting.
7. Receives, sorts and processes incoming and outgoing mail, which can include weighing and metering outgoing mail. Inputs and maintains information in a PC computer database, creating and maintaining mailing lists, class schedule files, directories, and other needed reports. Provides information for in processing bulk and other large mailings.
8. Receives packages and textbooks, provides notification to faculty and staff, and manages delivery. Maintains the mailroom as a professional and public area and assists with planning, re-ordering, and labeling mail-slots each term, as directed.
9. Receives, notifies departments, and distributes incoming faxes; assists in sending out faxes on an "as needed" basis. Assists personnel in operation of the facsimile machine and maintains supplies for the facsimile machine.
10. Assists the lead Communications/Customer Service Coordinator and the Director of District Marketing, Creative Media & Content Strategy in maintaining records pertaining to postal meter and bulk mailing charges and in developing annual budgets for the communications center.
11. Receives requests for emergency assistance and contacts appropriate personnel and agencies for follow-up assistance. Acts as the main radio dispatcher for medical and other sorts of emergencies and crimes, working closely with facilities, security and health and safety services. Notifies appropriate staff during emergencies. Assists the Public Information Office in keeping the campus community informed during emergencies.
12. Handles "all-campus" and specific group telephone communications when so directed.
13. Contacts security, appropriate administrators, and/or staff to see that doors, equipment, and offices are opened or secured when requested. Uses approved security and safety procedures for recognizing and dealing with suspicious mail and packages, and potentially hazardous materials.
14. Issues day parking permits for college guests at the request of security and administrators. Assists with distributing room keys to employees and returning signed paperwork to facilities.
15. Trains part-time communications workers and relief operators.
16. Performs other duties as assigned.

Demonstrated abilities include:

• Effectively and efficiently operate a multi-line telephone system, a computer, a range of modern office equipment, including voicemail systems, postal equipment, facsimile machines, and duplicating machines. Have strong general computer skills with at least intermediate skill levels in Microsoft Office Suite, using Word, Outlook, Excel and Access, and the ability to learn Datatel/Colleague.
• Speak in a pleasant voice and have a neat appearance, handle emergencies calmly, provide quality customer service. Conduct crisis communications in a cool and efficient manner.
• Maintain confidentiality of records, including student and employee information and ability to use good judgment in emergencies.
• Deal with the public and the general educational community in a tactful and courteous manner, resolving issues and presenting a positive public relations image. Ability to deal with angry, confrontational, and potentially abusive members of the public.
• Understand and carry out oral and written directions.
• Perform a variety of general and specialized technical communications work, while continuously accommodating changes and upgrades in equipment, learning new technical and communications systems, and taking advantage of training opportunities.
• Use a keyboard to type with speed and accuracy.
• Skillfully operate a two-way radio system, which includes responding to emergency situations.
• Establish and maintain cooperative working relationships.
• Demonstrate clear evidence of sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of community college students, staff, and community.

Qualifications and Minimum Requirements

Minimum requirements include:

Experience: Two years full-time equivalent customer relations and technical communications experience, including multi-line telephone, mailing, and public contact duties. Education: High school diploma or equivalent GED. Desirable qualifications include:

• Supplemental coursework or training in customer relations, telephone skills, keyboarding, computer skills particularly e-mail programs, and general office procedures and practices is desirable.
• Previous experience with computer-aided phone systems is also desirable.
• Associate degree in information management or other applicable field is desirable.
• Bilingual (Spanish) language skills are desirable.

Physical demands include sitting and viewing a computer monitor for extended periods of time; dexterity of hands and fingers to operate a computer keyboard and mail processing equipment; reaching, bending, and stooping; frequently exert 10 to 20