Position Description / Details
The Customer Service Specialist 2 provides high quality services and support to prospective and enrolled students in a friendly, fast-pasted, customer-focused environment called Pirate Central. This position will serve as a central point of contact handling general to complex inquiries, transactions, and customer service questions primarily by phone, face-to-face, e-mail, and other web-based methods. This position will also handle complex, cross-departmental student issues and will work in an environment of teamwork in an effort to facilitate resolution for students and departments considering the circumstances involved.
Located in the northwest corner of the United States, Peninsula College is nestled in the foothills of the Olympic Mountains. The main campus in Port Angeles, Washington, overlooks the Strait of Juan de Fuca and the nearby city of Victoria, British Columbia, and has easy access to the Pacific Ocean, Olympic National Park, and Seattle. It is arguably the most beautiful community college setting in the United States. The region is also home to six Native American tribal reservations, which are dispersed across the North Olympic Peninsula.
As a public comprehensive community college with baccalaureate-granting authority, Peninsula College is highly regarded by businesses, schools, and community partners for its culture of innovation, high academic standards, and strategic vision. The College is part of the 34-college Washington State Community and Technical College System and is accredited by the Northwest Commission on Colleges and Universities.
The College serves more than 4670 students (1400 FTE) through its main campus and Port Townsend and Forks campuses, its correctional facilities, community education, and its online course offerings. The College community is vibrant, engaged, and known for its commitment to serving the diverse needs of the local communities across its 3,600 square mile service district.
The College culture is defined by its Guiding Principles and its shared governance model, which value respect, open and honest communication, integrity and collaboration. The College is a leader in the Guided Pathways work in Washington State, and is deeply engaged in creating institutional change to support this vision. The College is highly regarded as a warm and welcoming place. Click here for a video about Peninsula College.
- Provide customer service via phone, face-to-face, e-mail, and other web-based methods.
- Provide professional, courteous, empathetic and problem solving student assistance in Pirate Central, while assisting students in navigating through onboarding processes and registration procedures, understanding financial aid processes and/or eligibility decisions, explaining account charges, and receiving student payments.
- Communicate admissions policies and processes to prospective students, staff and community members and assist with application process as appropriate.
- Assist with basic registration and financial aid processes and procedures using both online and in-person systems.
- Assist students in making appointments with Student Development staff.
- Provide information to students on funding resources, deadlines, and financial aid.
- Accurately process incoming student forms, documents and other information necessary to complete transactions and processes.
- Assist students in understanding account balances, tuition payment obligations, options and deadlines.
- Assist in processing payment vouchers and waivers.
- Monitor and move waitlists for classes as well as notify students of schedule changes.
- Create and distribute electronic advisor information to students, faculty and staff.
- Assist in monitoring and reconciling program and student data and coding.
- Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines, with recognition of when an issue should be referred outside of Pirate Central and then make an appropriate referral to facilitate problem solving or assistance of student and department.
- Perform general duties in support of the Assessment and Placement Center, such as: answer phones, provide information and schedule appointments, check in students, distribute test materials and log on to computerized exams.
- Assist with assessment, placement, and accommodated exam proctoring, ensuring all exam regulations are met.
- Perform a variety of clerical duties such as creating/revising documents, data input, copying, etc.
- Perform other duties as assigned.
Duties of the position require the following experience, knowledge, skills and abilities
- Customer Service: Knowledge of customer service skills and best practices with ability to provide general and specialized student support services with professional courtesy, empathy, and interest in positive problem solving.
- Telephone/E-mail/Online Communications: Handle incoming communications in a fast paced environment.
- Excellent interpersonal skills: Multi-task, meet deadlines, and be highly adaptable to new and changing situations and work effectively under pressure, both individually and in a team setting.
- Oral communication: Speak clearly and persuasively, actively listen and take the time to understand the points being made, including asking questions as appropriate and responding to questions.
- Written communication skills: Write clearly and informatively, ability to organize ideas logically, edit work for spelling and grammar, present numerical data effectively, and ability to read and interpret written information.
- Quality: Accurate and thorough, look for ways to improve and promote quality, provide feedback to improve performance, monitor won work to ensure quality.
- Quantity: Handle multiple tasks while maintaining attention to detail and meeting deadlines.
- Professionalism: Approach others in a tactful manner, react well under pressure, treat others with respect and consideration, follow through on commitments and follow the Guiding Principles of the College.
- Analytical skills: Read, analyze, and interpret technical procedures or governmental regulations; effectively present information and respond to questions from students, staff, and the general public.
- Technical/Computer skills: High level of proficiency and accuracy in Windows file management, Microsoft Office, and information database systems such as Student/Financial Aid/Financial Management Systems.
- FERPA: Maintain a high level of confidentiality and follow FERPA guidelines.
- Bilingual in English and Spanish.
- Experience in Admissions, Enrollment Services and/or Financial Aid.
Required physical abilities
- Work is performed in an office environment and requires standing and/or sitting and using computers and phones for extended periods of time as well as frequent interactions with students.
Required work schedule and work environment
- Schedule: normal work hours are Monday through Friday with occasional evening and weekend hours.
Required education or certificates
- An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems; OR a Bachelor’s degree; OR equivalent experience providing assistance to customers regarding inquiries, complaints or problems.
- Starting monthly salary: $2,844 - $3,774
- This position belongs to a unit that has negotiated a collective bargaining agreement.
- Excellent benefits package including medical, dental, life, and long-term disability insurance; paid vacation and sick leave; retirement plan options; optional credit union and tax deferred annuity programs. Peninsula College contributes $939.00 per month towards the cost of the Washington State employee insurance programs. The college also supports professional development.
- Peninsula College is a qualified employer for the PSLF program. If you work for the College full time, have had Direct Loans and are on an eligible repayment plan, you are eligible to apply.
- Full-time employees are eligible to apply and participate in the Peninsula College Employee Tuition Program.
- In compliance with the Immigration and Naturalization Act, proof of authorization to work in the United States will be required at the time of hire.
- Prior to a new hire, a background check including criminal record history will be conducted. 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.
A complete application file will include:
- a college employment application,
- a letter of application addressing specific qualifications of this position,
- a current resume,
- three current professional references qualified to assess your experience and ability to perform the duties specified. Please include references’ email addresses and telephone numbers.
Link to: Online Application
Please upload the additional application documents on the last page of your application form prior to submission.
Application materials may be submitted by mail or email to:
1502 E. Lauridsen Blvd.
Port Angeles, WA 98362
Phone: (360) 417-6298
Applications submitted electronically will be accepted without signatures.
Peninsula College is an equal opportunity employer.