Customer Service Manager

Salary : $61,404.00 - $82,512.00 Annually

Location : Bremerton Campus, WA

Job Type : Full-Time Classified

Job Number : 24-25-C39

Department : Student Services

Opening Date : 02 / 28 / 2025

Closing Date : 3 / 28 / 2025 11 : 59 PM Pacific

Description

Customer Service Manager

Salary : $ 61,404 - $82,512

Classification : Customer Service Manager

Reports 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 :

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

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 :

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.

Benefits include vacation, sick leave; medical, dental, life and long-term disability insurance; retirement; and tuition waiver.

What is your highest level of education?

Which best describes your years of experience in customer service providing assistance to customers regarding inquiries, complaints and problems?

Please submit a statement of 500 words or less, describing the value of diversity, equity, and inclusion in the higher education environment and your prior, current, and / or potential contribution(s) to fostering diversity, equity, and inclusion as an employee.

Required Question

Salary : $61,404 - $82,512