Customer Service Specialist 3 - Outreach bei South Puget Sound Community College, WA

About the Department

South Puget Sound Community College seeks a highly motivated and qualified candidate for the part-time position of Customer Service Specialist 3 in the Outreach and Recruitment department. 

The Customer Service Specialist 3 in the Outreach & Recruitment Department reports directly to the Coordinator of Outreach & Recruitment. The Customer Service Specialist position serves as part of the recruitment and outreach team with a special focus on attending recruitment events and fairs, building relationships with prospective students in our community, and working in the Welcome Center. 

A flexible working schedule is required as the position will require daytime, evening, and weekend work. This position will have hours scheduled based on outreach events that occur each month, meaning the schedule is not set from week to week. If there are no events to attend, the balance of work hours will be scheduled in the Welcome Center to ensure that employees receive their maximum allotted hours each month. 

The target starting pay for this position is $23.14 per hour, typically within the middle of the range. Actual offers will be based on individual qualifications relevant to the role.

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
• The Clipper Café specializing in seasonal comfort foods
• The Bake Shop offering daily baked goods made by our students
• Fine dining in the Percival Room, offering vegetarian, vegan, and gluten-free choices as part of our Culinary Arts and Baking & Pastry Arts programs
• Campus bookstore offering snacks, apparel, and specialty supplies
• 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
• Gym and recreation facilities
• 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.

Position Duties

Responsibilities and duties of the Customer Service Specialist 3 include, but are not limited to, the following:

 Direct Outreach

• Attend regional recruiting events, including college and career fairs, community events, and JBLM educational events, among others. No overnight travel is expected for this position.
• Work to meaningfully connect prospective students from historically underrepresented communities to various SPSCC support programs and opportunities.
• Coordinate and facilitate information sessions and visits to regional schools and community­based organizations.
• Provide information via large & small group presentations, including campus tours, academic program tours, and program spotlight events.
• With the Coordinator of Outreach & Recruitment, lead and organize the SPSCC Student Ambassador program, including trainings and monthly Ambassador student meetings.
• Transport materials weighing an average of 25 to 40 pounds.

Welcome Center Operations 

• Guide prospective students through the admissions and enrollment steps, including completing the admissions application, activating student accounts, logging students in to complete Guided Self Placement, and signing up for New Student Orientation sessions.
• Assist in responding to a large volume of inquiries via face-to-face, phone, and e-mail about SPSCC services and connect individuals to the appropriate resources and departments.
• Assist in the prompt data input of visitors to the Welcome Center, Campus Tours, and other Outreach events using the Customer Relations Management system (CRM).
• Check students in for events and services using a digital check-in system.
• Refer/direct customers to appropriate staff and departments within the college when necessary.
• Instruct and demonstrate for customers the use of the college website, including all online functions and general information.
• Assist customers in using and understanding the class catalog and class schedules.
• Utilize desktop publishing, spreadsheet, and word processing software to create and manage documents, forms, track phone messages, etc.
• Pack, stock and re-stock materials before and after outreach events & activities.
• Under the guidance of the Outreach full-staff, initiate, implement, and complete projects independently and as part of a team.

Customer Service

• Provide positive customer service by utilizing active listening and employing strong written and oral communication skills. 
• Answer student questions about next steps and the college enrollment process.
• Inform and advise students, staff, and the public with information and interpretation of college policies and activities related to placement and assessment at South Puget Sound Community College.
• Interpret and ensure the confidentiality of customer information in accordance with federal FERPA guidelines and college regulations. 

Minimum Qualifications

Minimum Qualifications
 

• High school graduation or equivalent AND two years of applicable clerical experience OR equivalent education/experience
• Strong computer skills related to email management and data entry
• Transportation to get to and from events
• Strong organizational skills
• Ability to work independently and as a team
• Ability to maintain student and office confidentiality
• Position requires a high degree of accuracy and attention to detail
• Commitment to a working environment that values a diverse academic environment, inclusive of students, faculty, and staff of diverse cultural, socioeconomic, and educational backgrounds

Preferred Qualifications

• Experience with a Student Management System (SMS) and/or PeopleSoft
• Experience with hosting and managing outreach events
• Experience building partnerships with outside organizations and/or educational institutions
• Bilingual in Spanish or Vietnamese 
• Advanced knowledge of computers and software applications, specifically MS Office Suite: Word, Outlook, and Excel

Other Qualifications

Applications must be completed online and include the following attachments:

1. Cover letter highlighting your ability to perform the responsibilities and competencies described in the job posting.
2. Current resume showing all educational and professional experience that 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 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 [email protected] with the job number for which they are applying in the subject line.

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.

Conditions of Part-Time Employment
Non-permanent employees under the provisions of WAC 357-19-435 are only authorized to work up to a maximum of 1,050 hours in any twelve (12) consecutive- month period from the original date of hire. Employment with the college could end any time.

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, 360-596-5361, [email protected], 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 (360) 596-5500.

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