Customer Service Representative

Position Overview Under the supervision of the Assistant Registrar of Enrollment Services , the Customer Service Specialist 3 – Enrollment Services provides accurate, timely, and excellent customer service to prospective, new, and continuing students at the Kodiak Corner. This role requires strong attention to detail while interpreting college policies, processing enrollment and student record transactions, and offering clear information or referrals across departments. Positive and efficient customer service is delivered in‑person, via e‑mail, online, and by telephone. The position supports complex cross‑agency functions for Admissions, Enrollment Services, Student Financial Services, College and Career Foundations, Running Start, International Programs, Advising, Student Accessibility Services, and assessment testing. It also trains and supports new and lower‑level staff in processes, customer relations, and problem resolution, and identifies and recommends changes to college policies and procedures that create barriers for student success and access to college services. Key Responsibilities Greet and assist students, faculty, staff, and the public at the Kodiak Corner Answer emails, phone calls, messages, and return voicemails in a timely manner Answer questions concerning Enrollment Services, Student Financial Services, Academic Advising, Running Start, Student Accessibility Services, Veterans Services, and other campus services Assist students with scheduling Advising and Student Success Services appointments and making appropriate referrals Create, file, and maintain student records while always maintaining confidentiality Maintain supplies in the self‑help area for students Troubleshoot customer service and ctcLink related issues Perform clerical and administrative duties including copying, scanning, faxing, and emailing documents as needed Participate in committees, professional development opportunities, and team/college‑wide meetings as appropriate Process all enrollment requests including batch enrollment requests Manage record retention for student files Determine placement levels, recommend assessment methods, and proctor placement and accommodated testing Complete transcript, verification, and program plan change requests Process online admissions applications and work closely with the Outreach and Admissions to resolve admissions related issues Review applications with attention to detail and initiate and complete ID verifications as needed Help with data entry project as needed Determine Washington state residency for tuition paying purposes Interpret policies and procedures for students, faculty, staff, administrators and community members Employee Type Full‑time Classified, Permanent Compensation Initial salary: $3,393–$3,811 per month DOE + 5% King County Premium Pay (KCPP). Walk‑through is a represented position and includes yearly step increases to the maximum salary of $4,517 per month (not including the KCPP). Qualifications Minimum Qualifications Associate’s degree and experience assisting customers regarding inquiries, complaints or problems; or equivalent customer service experience Demonstrated strong interpersonal, telephone, e‑mail and communication skills Computer knowledge with the ability to navigate Microsoft Office applications Demonstrated commitment to and interest in diversity, equity and inclusion and the ability to support a multicultural workplace and educational environment Preferred Qualifications Work experience in a college’s office of registration, admissions, cashiering, financial aid, support services or a related function Experience with computerized registration applications such as PeopleSoft Demonstrated strong organizational skills and ability to handle multiple tasks simultaneously and determine priorities Ability to successfully communicate (written and orally) in a language in addition to English Knowledge of Microsoft Office suite and other productivity software for complex word processing, database, spreadsheet and Outlook functions Updating and uploading information to SharePoint and/or other internet sites Using the web and research databases Skills and Abilities Attention to timeliness, detail, and accuracy Multi‑tasking to perform, organize and prioritize multiple projects with conflicting/coinciding deadlines Initiative and ability to take on work assignments proactively Critical thinking and professionalism, with effective use of multiple resources to solve complex problems Excellent written and oral communication in English; communication in a second language is highly desired Accountability for the quality and timeliness of work, consistently delivering excellent results with minimal supervisory oversight Collaborative and warm attitude, welcoming others Effective communication and persuasion to influence others’ thoughts and actions positively Ability to manage interruptions and prioritise tasks in a busy environment, finishing incomplete tasks appropriately Research, record management, data import/export, and documentation skills Adaptability to process and institutional structure changes, and willingness to learn and grow from new challenges Willingness to assist others and promote diversity, equity and inclusion in the workplace Terms of Employment This full‑time, twelve‑month Classified position requires 40 hours per week, Monday–Friday, with possible occasional evening responsibilities. The position is allocated to pay Range 39 under the Higher Education Salary Schedule, with a base salary of $3,393–$3,811 per month and yearly step increases up to $4,517 per month. The position is a represented bargaining unit position. Following a successful probationary period, employees attain permanent status. Physical Work Environment Semi‑sedentary duties primarily involve stationary tasks. The position requires use of a computer, communication, observation, and repetitive motions. Work typically involves exerting 10–30 pounds occasionally or minimal force frequently. Employees are expected to be on campus at least three days per week with the option to work remotely for the remainder of the days. Benefits Cascadia College offers a comprehensive benefits package: medical, dental, and vision plans; life insurance; long‑term disability insurance; medical and dependent care reimbursement accounts; leave programs; employee assistance programs; tuition fee waiver; optional credit union participation; optional home/auto insurance; and retirement planning. The college also offers a tuition fee waiver for employees. Health and safety information can be found at . Equal Employment Opportunity Cascadia College is committed to creating and supporting a diverse faculty, staff, and student population. Individual differences are celebrated in a community of learners focused on diversity, equity, and inclusion. The college does not discriminate on the basis of race, color, religion/creed, sex/gender, sexual orientation, national origin, citizenship or immigration status, age, genetic information, marital or honorably discharged veteran or military status, or any sensory, mental or physical disability. Persons with disabilities needing assistance in the application process may request assistance from the Human Resources Office. #J-18808-Ljbffr