Pierce College District Looking for Customer Service Specialist 1 at Pierce, WA Full Time

Position Summary
The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world.

Pierce College at Fort Steilacoom

• Located on a beautiful 140-acre site with views of Mount Rainier and recreational Waughop Lake.

Pierce College at Puyallup

• Located on a luscious site with 125-acres of wooded land including modern facilities and beautiful spaces for exploring.

Pierce College at JBLM

• Located at the Joint Base Lewis-McChord military sites, serving many of our military and active duty families serving our country.

Job Summary
The Customer Service Specialist 1 provides assistance and problem resolution to District departments, customers, students and is located in the Cashiering Department in the Welcome Center. The Customer Service Specialist assists students in identifying District processes and procedures, resolving problems, and receiving payments for tuition and fees. This position also assists students completing Tuition Installment Payments and other various customer service related inquiries. This position reports to the Fiscal Specialist Supervisor.

Essential Functions
Customer Service Specialist / Cashiering

• Use established procedures to process and apply payments in the PeopleSoft/ctcLink system.
• Use established procedures in maintaining all records and reports for the Cashiering module.
• Process any incoming cash, check or credit card deposit within a 24 hour period, including posting payments to student accounts or department deposits.
• Prepare scholarships to be booked as department receipts.
• Add student information to the awarding list for posting to the student account.
• Verify that scholarships are posted correctly on the Customer Account.
• Maintain up to date knowledge of FERPA (Family Education Rights & Privacy Act) and related legislation and apply to departmental activities/procedures to protect the confidentiality of student information.
• Positively respond to customer service inquiries and complaints, by deescalating the situation and identifying issue, and using the established procedures to identifying available solutions that meet the need of the customer, when possible.
• Effectively communicate with internal customers to ensure all receivable related questions are answered, and resolved if necessary, in a timely manner.
• Effectively communicate with students, to ensure all questions related to their accounts are answered, and resolved if necessary, in a timely manner.
• Effectively communicate with external customers, such as scholarship donors, sponsorships, and other account holders, to ensure all questions related to their accounts are answered, and resolved if necessary, in a timely manner.

Accounts Receivable

• Using established guidelines, provide fiscal support to the Fiscal Specialist 1, such as, but not limited to maintaining Customer accounts files (with prior approval from a Student Financials Supervisor, Student Financials Manager and/or Director of Fiscal Services).

Teamwork

• Participates with and serves as backup for other Finance Department activities, including but not limited to: mailing of invoices, financial aid check distribution, invoicing at the military sites, and any duties outlined as a Customer Service Specialist, to include working a cashiering session.
• Complete special projects as assigned by the Student Financials Supervisor or his/her designee.
• Assist in preparation of records, annually, for archival.

Policies & Procedures / Communication & Relations

• Serve as required, or assigned, on various committees throughout the District.
• Serve as liaison with and advise departments regarding Cashiering / Customer Accounts policies and procedures.
• Foster partnerships across the District and State.
• Assist in providing guidance, direction, and training to district departments on Accounts Receivable policy and procedure to enhance district effectiveness and customer service.
• Update and maintain Cashiering manuals.

Qualifications
Required Education

• High school diploma or GED.

Required Experience

• Experience using current cash handling procedures in a business environment.
• Experience documenting and updating information in written or electronic format to maintain accurate and complete records.

Computer Skills

• MS Excel
• MS Word
• MS Access

Knowledge, Skills, Abilities, Traits & Characteristics

• Understanding of Generally Accepted Accounting Principles (GAAP), Family Education Rights and Privacy Act (FERPA), and any applicable Office of Financial Management (OFM), State Board for Community and Technical College (SBCTC) or Washington State laws as outlined in the Revised Code of Washington (RCW).
• Utilization of the previously referenced items outlined in the State of Administrative & Accounting Manual (SAAM) or the SBCTC Fiscal Affairs Manual (FAM).
• Knowledge and understanding of Governmental Accounting Standards Board (GASB) fund accounting practices is preferred.
• Must have working knowledge and understanding of the integrated processes that impact the Cashiering & Customer Accounts Module of the Student Financials pillar within ctcLink.
• Ability to monitor and review input and output of financial data, and develop fiscal queries and reports.
• Ability to interpret and explain applicable state and federal regulations.

Interpersonal Skills

• Model and maintain the values of candor, openness, inclusiveness, and honesty.
• Build and maintain the trust of others.
• Ability to work effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.

Communication

• Communicate plans and activities in a manner that supports strategies for unit involvement and accomplishment of mission and outcomes.
• Strong written and verbal communication skills.
• Demonstrate awareness of how positive words and actions may impact or contribute to situations to enhance the outcomes.

Establishment of Rapport

• Interact effectively with others to establish and maintain smooth working relationships.
• Build constructive working relationships characterized by a high level of acceptance, cooperation and mutual respect.
• Maintain an open, approachable manner, and treat others fairly and respectfully; preserve others’ self-confidence and dignity, and show regard for their opinions.
• Treat all people with respect, courtesy, and consideration.
• Effectively communicate, build rapport, and relate well to all kinds of people.

Teamwork

• Work effectively and productively with others.
• Make team and College mission and outcome a priority.
• Ability and desire to work cooperatively with others on team.
• Recognize and appreciate the contributions of team members.
• Respect team members and their individual perspectives.
• Provide constructive feedback to team members, and provide such feedback in a manner that is consistent with the types of communication outlined in this job description.
• Keep team members informed of work in progress.
• Encourage team unity though sharing information or expertise, working together to solve problems, and putting team success first.

Personal Responsibility

• Demonstrate responsible personal and professional conduct, which contributes to the overall mission and goals of the College; accept personal responsibility for the quality and timeliness of work; earn trust, respect, and confidence from the College community.
• Earn trust and respect through consistent honesty and professionalism in all interactions; respect and maintain confidentiality.
• Attribute of developing ethical and quality standards while building one’s character in integrity, civility, and respect for others.

Accountability

• Be relied upon to achieve excellent results; face up to problems with people quickly, directly, and in a manner that is consistent with the types of communication that is outlined in this Job Description.

Adaptability & Flexibility

• Adapt to changing business needs, conditions, and work responsibilities.
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems.
• Manage change in a way that reduces the concern experienced by others.
• Remain calm under stress.
• Remain open to different and new ways of doing things.

Application Process
To be considered for this position, applicants must

• Meet the required qualifications as outlined in this announcement.
• Complete the online application profile and apply for the specific job opening at https://www.pierce.ctc.edu/hr.
• Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement.* (Cover Letter)*
• Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
• Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to submit copies of unofficial transcripts showing completion of the required level of education. Please upload current copies of your transcripts, if available. Unofficial copies of all college and university transcripts must include degree received and conferral date. International transcripts must include a foreign transcript evaluation. For a list of approved credential evaluation services visit: www.naces.org/members.htm (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts)
• Upload (attach) a list of at least two professional references with names, addresses, telephone numbers, and e-mail addresses. Letters of recommendation will not be accepted. (References)
• Provide a response to the following questions. (Supplemental Questions)

1.Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position.
Please limit your response to a maximum of 500 words.

Salary & Benefits
The starting salary range of this position is $2,799.00 – 3,616.00 a month (dependent upon qualifications), with annual periodic increments up to $3,701.00. However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr-benefits.

Physical Work Environment
This position is required to work indoors in an office environment.

Reasonable Accommodation
Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state’s free telecommunication access service.

Screening & Interview Process
Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.

Please note
This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the District’s needs will be eligible for further consideration. Notification of application status normally occurs 4 to 6 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include written, oral and performance examinations, and final interviews.

Conditions of Employment
Per Governor Inslee’s Proclamation 21- 14.2 , state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified upon hire.

An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.

Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.

Bargaining Unit
This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).

Equal Opportunity
The Pierce College District is an equal opportunity employer. The Board of Trustees and Pierce College District are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and personnel practices. Decisions are made without regard to race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal. For more information about this position or assistance regarding your application, contact Human Resources at: [email protected].

Questions regarding equal employment opportunities or discrimination may be directed to the following:

Sean Cooke
Title IX Coordinator
(253) 840-8472

Tami Jacobs
ADACO / Section 504 Coordinator
(253) 964-6581

Holly Gorski
Vice President for Human Resources
(253) 964-6519

Paula Henson-Williams
District Affirmative Action Officer
(253) 864-3229

Job Type: Full-time

Pay: $33,588.00 – $43,392.00 per year