What are the responsibilities and job description for the Welcome Desk Customer Service Specialist 2 position at Shoreline Community College?
Position Summary
Salary Range: $40,812 - $52,848 yearly, depending on experience (Range 37, Steps A-L)
- Step M at $54,168 is available for those with 6 years of combined continuous service at any WA state institution.
This position works alongside other Welcome Desk staff in providing real-time support to students and community members through response to inquiries for general information and resources and serves through in-person desks, phone, and virtual options. This position will also assist with new student admission and new student onboarding.
Primary responsibilities include the following:
- Provide direct support to students and community members through staffing of Welcome Desks, phone, and virtual contact options.
- Maintain working knowledge of campus structure and policies, department contacts, and changes across campus.
- Identify and propose improvements to campus/departmental contacts.
- Support Enrollment Navigator with admissions and onboarding: processing applications, outreach to new and returning students, providing information and technical assistance to potential and current students who are enrolling
- Other duties as assigned
Qualifications
- Associate's degree and two years of experience in Customer Service or equivalent experience/education
Knowledge Of:
- Microsoft Office applications such as SharePoint, Excel, Outlook, and Word programs
- Peoplesoft (ctcLink) or equivalent information system/database experience
- Communicating complex information effectively to students and staff with a wide variety of backgrounds and communication styles, verbally and in writing
- Strong commitment to customer service, multicultural understanding, and student success
- Self-management and responsibility
Skill In:
- Working accurately with attention to detail, prioritizing tasks, and researching complex issues
- Demonstrating patience, respect, and empathy toward students and team members
- Active and attentive listening; able to communicate information clearly and effectively
- Working in an open office environment with frequent interruptions
- Planning and organizing tasks and time; maintaining a consistent focus on most important tasks to meet important deadlines
- Remaining flexible and adaptable to change; able to continually learn and utilize new information
- Staying calm in tense situations; maintaining confidentiality; behaving professionally as a representative of the college
- Working independently, along with researching issues and problem solving
Conditions of Employment
Terms Of Employment/Salary:
Required Materials
- NEOGOV online application and supplemental questions
- Cover letter describing relevant knowledge, skills, and characteristics that align with the needs of the position
- Current resume
Please Note:
- Once application materials have been submitted, you may not modify the application
- If you are chosen to move forward in this recruitment, you will be notified via email or phone to the contact listed in your application (make sure to check spam/junk folders)
You can’t check off every listed knowledge, skill, and ability? Please apply anyway! Studies have shown that traditionally marginalized communities are less likely to apply to jobs unless they meet every single qualification – even if they might be a great fit for the role!
Other Conditions:
Shoreline Community College is committed to providing equal opportunity in education and employment for all students, employees, and applicants, and does not allow discrimination or harassment on the basis of race or ethnicity, color, national origin, age, sex, sexual orientation, gender identity, marital status, creed, religion, status as an honorably discharged veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. For our full non-discrimination statement and contact information, visit: https://www.shoreline.edu/about-shoreline/non-discrimination.aspx.
Persons with disabilities have the right to reasonable accommodation in all aspects of employment with the College. This includes, but is not limited to recruitment, application, hiring, training, termination, conditions of employment, and any other employer-supported activities. Applicants requesting accommodation should contact the Office of Human Resources at hr@shoreline.edu.
In accordance with RCW 28B.112.080, applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current or past places of employment.
In compliance with the Immigration and Nationality Act, proof of authorization to work in the United States will be required at the time of hire.
Shoreline CC does not currently sponsor HB-1 visas. Other conditions that may apply will be detailed upon the offer of employment. This position is overtime exempt.
Applicants considered for positions at the College may be required to submit to a background check as a condition of employment. Adverse information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability for the position.
Faculty positions are represented by the American Federation of Teachers Local #1950.
Classified positions are represented by the Washington Federation of State Employees.
Salary : $40,812 - $52,848
