Customer Service Representative

Position Summary: This is a non-permanent, part‑time position with a 12-month duration. The starting salary range for this position is $22.51 to $26.63, with most candidates starting at $22.51. This is a part‑time, non‑permanent, classified, overtime‑eligible position with the Pierce College District working approximately 16 hours per week, not to exceed 69 hours per month. The main work location is at the Pierce College Puyallup campus and reports directly to the Student Financials Manager. This position requires regular and consistent attendance and is not eligible for telework. The mission of Pierce College is to create quality educational opportunities to a diverse community of learners to thrive in an evolving world. The Pierce College District is committed to being an anti‑racist institution; to truly be anti‑racist we must work deliberately to eliminate barriers that have prevented the most promising and capable students from entering and thriving in college. We work to ensure that every student in the Pierce College District feels valued, respected, and inspired to achieve their goals. We provide a brave space for Black, Indigenous, Persons of Color (BIPOC), LGBTQ/QTPOC students, students with disabilities, and all students and staff to seek refuge, and an opportunity for them to cultivate their strengths, intelligence, resilience, and creativity. To learn more about our Equity, Engagement, and Belonging efforts, please visit The Customer Service Specialist I assists students in identifying District processes and procedures, resolving problems, and receiving payments for tuition and fees. This position also assists students in completing Tuition Installment Plans and other customer service-related inquiries. The Customer Service Specialist 1 provides assistance and problem resolution to District departments, customers, and students. About the District: Named as a Top 5 Finalist and a Rising Star for the 2019 Aspen Prize for Community College Excellence, Pierce College Fort Steilacoom was recognized for exceptional achievements in student learning, certificate and degree completion while in community college and after transferring to a four‑year institution, employment and earnings rates after graduation, and access for and success of minority and low‑income students. Pierce College District was named as a Top 10 finalist for the 2021 Aspen Prize and a Top 25 for 2023. Pierce College Fort Steilacoom Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake. Pierce College Puyallup Located on an expansive site with 125‑acres of wooded land with beautiful hideaways. Pierce College at JBLM Located at the Joint Base Lewis‑McChord military sites, serving many of our military and active‑duty families that are serving our country. Essential Functions Use established procedures to process and apply payments in the PeopleSoft/ctcLink system. Use established procedures in maintaining all records and reports for the Cashiering module. Process any incoming cash, check or credit card deposit within a 24‑hour period, including posting payments to student accounts or department deposits. Prepares scholarships to be booked into department receipts and add student information to Teams shared folder for FA award to the student account. Verify that scholarships are posted correctly on the Student Account. Maintain up to date knowledge of FERPA (Family Education Rights & Privacy Act) and related legislation and apply to departmental activities/procedures to protect the confidentiality of student information. Positively responds to customer service inquiries and complaints, by deescalating the situation and identifying the issue. Using the established procedures to identifying available solutions that meet the needs of the student/customer, when possible. Effectively communicates to ensure all receivable related questions are answered, and resolved, in a timely manner. Effectively communicates with students, to ensure all questions related to their accounts are answered, and resolved, in a timely manner. Effectively communicates with outside third parties, such as scholarship donors and third‑party agencies, to ensure all questions related to their accounts are answered, and resolved, in a timely manner. Accounts Receivable Using established guidelines to provide fiscal support to the Fiscal Specialist 1, such as but not limited to maintaining Accounts Receivable files (with prior approval from a Student Financials Supervisor, Student Financials Manager and/or Director of Fiscal Services). Teamwork Participates with and serves as backup for other Finance Department activities, including but not limited to: mailing of invoices, financial aid check distribution, invoicing at the military sites, and any duties outlined as a Customer Service Specialist 1, to include working a cashiering session. Complete special projects as assigned by the Student Financials Supervisor or Student Financials Manager. Assists in preparation of records, annually, for archival. Policies & Procedures; Communication & Relationships Serve as required, or assigned, on various committees throughout the District. Serve as liaison with and advise departments regarding Cashiering/Accounts Receivable policies and procedures. Assist in providing guidance, direction, and training to district departments on Accounts Receivable policy and procedure to enhance district effectiveness and customer service. Foster partnerships across the District and State. Update and maintain Cashiering manuals. Required Education: GED or High School Diploma Required Experience: Must have at least two years cash handling experience and customer service experience. Experience using current cash handling procedures in a business environment. Experience documenting and updating information in written or electronic format to maintain accurate and complete records. Special Requirements The successful candidate must consent to and pass a criminal background check after a conditional offer of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. Required Competencies: Knowledge, skills, abilities, traits and characteristics: Understanding of Generally Accepted Accounting Principles (GAAP), Family Education Rights and Privacy Act (FERPA), and any applicable Office of Financial Management (OFM), State Board for Community and Technical College (SBCTC) or Washington State laws as outlined in the Revised Code of Washington (RCW). Utilization of the previously referenced items is outlined in the State of Administrative & Accounting Manual (SAAM) or the SBCTC Fiscal Affairs Manual (FAM). Additionally, knowledge and understanding of Governmental Accounting Standards Board (GASB) fund accounting practices is preferred. Must have working knowledge and understanding of the integrated processes that impact the Cashiering & Customer Accounts Module of the Fiscal Management System (FMS), including but not limited to: the Student Management System (SMS) and the Financial Aid Auto Application process that runs through the Financial Aid Management System (FAMs). Ability to monitor and review input and output of financial data, and develop fiscal queries and reports. Ability to interpret and explain applicable state and federal regulations. Computer skills: MS EXCEL, MS WORD, MS ACCESS (preferred) Office 365 Ability to work effectively and positively and with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations. Maintains an open, approachable manner, and treats others fairly and respectfully; preserves others’ self‑confidence and dignity, and shows regard for their opinions. Respects and maintains confidentiality. Earn the trust, respect, and confidence of co‑workers and students through consistent honest, forthrightness, and professionalism in all interactions. Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems. Terms of Employment: This is a part‑time (16 hours per week), classified, overtime‑eligible position with the Pierce College District. This is a non‑permanent, part‑time position with a 12‑month duration. The primary work location is at the Pierce College Puyallup campus. This position not eligible for telework. Standard work hours are between 8:00 am to 5:00 pm, Monday through Friday, with occasional evening and weekend hours required. This position may be subject to reassignment between campuses or sites. This position reports directly to the Student Financials Supervisor and requires regular and consistent attendance. Salary & Benefits: The starting hourly range for this position is $22.51 to $26.63 annually with annual increments up to $22.51. The salary will be determined based on the candidate's qualifications and related experience. Most candidates will start at $22.51. Your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long‑term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at Physical Work Environment: This position is required to work indoors in an open office environment, which requires visual concentration on detail, dexterity, precision, and is subject to frequent noise and interruptions. Reasonable Accommodation: Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling View phone number on click.appcast.io. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service. Screening & Interview Process: Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned. Conditions of Employment: Prior to the start of employment, finalist(s) for this position will be subject to a pre‑employment background check as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. 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 employment and past employment. Disclosure is required under Washington State Law RCW 28B.112.080. An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H‑1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire. Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy. Bargaining Unit: This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA). Equal Opportunity: Pierce College supports and values the dignity of each member of its community and visitors, and is committed to maintaining an environment free from discrimination and harassment. This commitment applies to all levels and areas of operations and programs and is intended to ensure that all students and employees are provided equitable opportunities to realize their goals and to function safely and effectively within the Pierce College environment. Pierce College recognizes its responsibility under state laws and their implementing regulations to investigate, resolve, implement corrective measures, and monitor the educational environment and workplace to stop, remediate, and prevent discrimination on the basis of race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal. Pierce College prohibits discrimination against and harassment of members of these protected classes, as well as any additional class(es) protected by local, state, or federal law. Any individual found to be in violation of this policy will be subject to disciplinary action up to and including the possibility of exclusion from Pierce College facilities, dismissal from Pierce College as a student, and/or dismissal from employment, as applicable. Members of the college community, guests, or visitors who believe they have been the subject of discrimination or harassment should report the incident or incidents to the District Title IX/EEO Coordinator identified below. If the complaint is against that Coordinator, or if for some other reason a report cannot be made to the Coordinator, the complainant should report the matter to one of the alternate designees listed below. District Title IX Coordinator and District Section 504 Coordinator Kelly Benson Pierce College Fort Steilacoom Cascade Building, Room 237 9401 Farwest Drive SW, Lakewood, WA 98498-1999 View phone number on click.appcast.io View email address on click.appcast.io District Athletics Duncan Stevenson View phone number on click.appcast.io View email address on click.appcast.io Student Conduct Julie Draper Davis View phone number on click.appcast.io View email address on click.appcast.io Deputy Title IX Coordinator Pierce College at Joint Base Lewis-McChord Ron Burleson View phone number on click.appcast.io View email address on click.appcast.io Deputy Title IX Coordinator EEO/Human Resources Deena Forsythe View phone number on click.appcast.io View email address on click.appcast.io #J-18808-Ljbffr