Customer Service Manager

Description

Customer Service Manager Salary : $ 61,404 - $82,512Classification : Customer Service ManagerReports to : Director of Registration

The purpose of this position is to supervise, direct and advise the Welcome Center’s two Program Specialist 2s and three Program Specialist 3s. This position involves a wide scope of complex duties and responsibilities in the management of the Welcome Center, to include the Virtual Office, involving project management, service analysis, program management, and staff supervision. This position exercises independent judgement and has delegated decision-making authority. This position also manages activities within the Welcome Center with minimal direction from the Director of Registration or other administrator and works to achieve the goals of increased enrollment, retention, and graduation rates. This position must have considerable Financial Aid knowledge to be the liaison with Financial Aid and Student Financials.

Priority consideration to those who apply prior to March 14th, 2025

Essential Functions

Supervise program support staff in the performance of duties associated with admissions, enrollment and financial aid and assist in the development

Supervise program support staff in the performance of duties associated with admissions, enrollment and financial aid and assist in the development of program policies and procedures

Consult with Director of Registration / Registrar on customer relations issues and recommend changes to procedures to enhance access to Welcome Center / Virtual Office services.

Schedule Welcome Center staff for fronter counter and virtual office time.

Coordinates customer service and safety training.

Gathers and supervises compilation of information from different sources and refer pertinent information to the Director of Registration / Registrar

Reviews department programs and recommends changes and modifications and expansion with appropriate documentation and analysis.

interprets, advises and implements policies and procedures related to financial aid, enrollment and admissions.

Facilitate complex, cross-departmental student issues within established guidelines, with recognition of when an issue should be referred to outside the Welcome Center and then make an appropriate referral.

Assist Director Registration / Registrar in the development and implementation of Welcome Center standards and performance measures for Welcome Center program specialists.

Conduct follow-up with potential and continuing students via phone, email, chat, text, and direct mail inquiries relating to enrollment and financial aid.

Participate in Admissions, Enrollment and Financial Aid workshops and stay abreast of policies and best practices.

Qualifications

Required Qualifications :

• High school Diploma or Equivalent
• At least 3 years aiding customers regarding inquiries, complaints, and problem.

Preferred / Desired Qualifications :

Additional Information

Please note that we are unable to sponsor visas for this position. Only candidates who are currently authorized to work in the United States will be considered.

This is a full-time classified position scheduled to work 40 hours a week, with a salary range of $61,404 - $82,512 annually. All classified positions will start their salary at Step A, when you have completed six months of probation, you will receive a 5 percent pay increase. A collective bargaining agreement exists, and this position is covered by the Washington Public Employees Associate (WPEA) Union. Classified positions qualify for the following benefits :

Medical / vision, dental, long-term disability, life insurance, and accidental dismemberment, Flexible Spending Arrangement, Dependent Care Assistance Program, Wellness Programs, Department of Retirement Systems Plan 2 or Plan 3, Deferred Compensation Program (DRS) retirement savings plan; TIAA supplemental retirement savings plan, Aflac, 11 paid holidays, leave – vacation / sick / personal holiday / personal leave, auto / home insurance, space available tuition waiver, Employee Assistance Program (EAP), fitness center, reduced rate and priority consideration on-site child care on a space available.

For more information regarding benefits, please visit our website here.

Conditions of Employment

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. In addition to the background check, candidates will be required to complete the Sexual Misconduct Disclosure Form as required WB HB 2327.

Olympic College seeks candidates for employment who share our commitment to fostering an equitable and inclusive learning environment (read our Equity Statement ). All applicants are required to submit a statement of 500 words or less, describing the value of diversity, equity, and inclusion in the higher education environment and their prior, current, and / or potential contribution(s) to fostering diversity, equity, and inclusion as an employee.

How To Apply

To be considered for this position a candidate must apply online through the Olympic College website and submit the following required materials :

Olympic College Online Application

Resume

Cover Letter - in your cover letter describe how your experience sets you apart for this position.

Unofficial college transcripts. Official transcripts and copies of mandated certifications will be required of the successful candidate.

EEO Statement

Olympic 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. Olympic College 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 people have been designated to handle inquiries regarding non-discrimination and accommodation policies : HRticket@olympic.edu . This recruitment announcement does not reflect the entire job description and can be changed or modified without notice.

Salary : $61,404 - $82,512