Classified Staff – Customer Service Specialist 2 (CSS2) Dual Language: Enrollment Services Office

**Please visit Shoreline.edu to review/apply for position**

Opening Date:                                    10/04/2022

Date of First Consideration:           10/25/2022

Salary Range:                                      $38,102 - $49,329 dependent upon education/experience       
                                                                              

Shoreline Community College (SCC) is dedicated to inclusive excellence in teaching and learning, student success, and community engagement. Shoreline serves the educational, workforce, and cultural needs of our diverse students and communities through the core themes of educational attainment and student success, program excellence, community engagement, access and diversity, and College stewardship. Shoreline Community College is a place of open inquiry and learning, with a campus that models ideals set out in our Community Standard*. We are committed to upholding a culture of free expression, as well as maintaining a supportive and respectful learning and working environments for all. 
 

The Enrollment Services & Financial Aid Office (ESFA) provides timely, accurate, and friendly service to all students, visitors and members of the campus community.  Our goal is to serve others with an empathetic, responsive, and caring attitude.  The Enrollment Services Office is looking to welcome two (2) Customer Service Specialist 2 (CSS2) candidates who have knowledge, experience, and/or transferable skills pertaining to the area of enrollment services.  

The CSS2 will work under the supervision of an Enrollment Services Program Support Supervisor 3 and provide front line customer service to new and continuing students and the campus community by phone, in person, and through electronic formats. These CSS2 positions provide information and support through the dissemination of information related to admissions and records through personalized, proactive and service oriented customer support.  
 

Essential Job Duties

• Serve as front-facing staff who represent the Enrollment Services Office to students, parents and others 
• Provide front line customer service in person, over the phone and via electronic formats with information and assistance related to enrollment services timelines, policies, and procedures
• Work both independently and as part of a team, maintaining a service oriented and helpful demeanor
• Provide resolution to student inquiries and problems in a proactive manner
• Organize and prioritize work effectively in a busy open office environment
• Guide students in completion of the Admissions Application, reviewing incoming documents for accuracy 
• Effectively utilize assigned systems, such as the ctcLink, Q-flow, MS Outlook, Teams, Zoom and chat rooms
• Other duties as assigned of a similar level/nature

REQUIRED EDUCATION & EXPERIENCE: 

• Bachelor's degree; OR equivalent experience providing assistance to customers regarding inquiries, complaints or problems; OR Associate's degree AND two (2) years of experience providing assistance to customers regarding inquiries, complaints or problems
• Dual language requirement:  English/Spanish, English/Chinese, English/Somali, or English/Amharic

KNOWLEDGE OF:  

• Family Educational Rights and Privacy Act (FERPA); state/federal enrollment regulations and policies
• Microsoft Office Access, Excel, Outlook, PowerPoint, and Word programs 
• Student Information database and record keeping systems such as ctcLink (PeopleSoft), or equivalent  

SKILL IN:  

• Fostering a climate of equity and belonging through multicultural awareness and responsiveness 
• Time management, organization, and ability to meet competing deadlines/priorities 
• Entering and/or retrieving data accurately in computerized record keeping systems 
• Handling difficult and sensitive situations, using sound independent judgment within College/legal guidelines 
• Writing/editing/proofreading clear and concise materials resulting in effective oral and written communication with individuals inside and/or outside of the College 
• Establishing/maintaining effective working relationships at all organizational levels
• Ability to work with a diverse group of students, staff, and the public in a friendly, courteous, and helpful manner

PHYSICAL WORK ENVIRONMENT: 
The College is currently providing services in a mixed modality of operations (both online and in-person services are offered). This position will perform work at the frontline in a standard office setting, use standard office equipment and physically attend meetings both on and off campus, ability to communicate in person or through appropriate means. Please note, there may be limited opportunities for online work depending on program or area needs. If authorized for online work, employees will need to provide their own workspace and internet access, noting the College will provide technical equipment and support for online work needs. 
 

TERMS OF EMPLOYMENT/SALARY:
This position is allocated to pay range 37, under the Washington State Office of Financial Management higher education salary schedule.  Salary placement for new employees is determined by the College. This position works 40 hours per week, with schedule dependent upon department needs. Hiring of this position is contingent on available funding as determined by the College President.
 

OTHER CONDITIONS: 
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 compliance with the Immigration and Nationality Act, proof of authorization to work in the United States will be required at the time of hire. In addition, employment for this position requires proof of COVID-19 vaccination status or documentation of eligibility for a religious or medical exemption.  Other conditions that may apply will be detailed upon the offer of employment. This position is overtime eligible.  

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. 

This position has been designated as a bargaining unit position represented by the Washington Federation of State Employees - Higher Education Community College Coalition.

To be considered for this position, please submit the following:  
 

• NEOGOV online application/profile 
• Letter of interest addressing each qualification
• Current resume
• Supplemental Question (In NeoGov application) 

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’ suitability for the positions. 

Please Note: Once application materials have been submitted, you may not modify the application.  

*Community Standard Statement

"Injustice anywhere is a threat to justice everywhere. We are caught in an inescapable network of mutuality, tied in a single garment of destiny. Whatever affects one directly, affects all indirectly ..."

 -- Rev. Dr. Martin Luther King, Jr. 
 

Shoreline Community College is a place for students, employees, and the community to pursue excellence in education in an environment dedicated to equity, inclusiveness, and self-reflection. We value respectful, dynamic interactions and lively discussion. We strive to create an environment where everyone is supported and valued. Shoreline Community College does not tolerate hateful, violent, or discriminatory actions that target any person or group based on their beliefs, customs, identity, or affiliations. When one of us is diminished, all of us are diminished.
 

SUPPLEMENTAL QUESTION:
 

1. Please describe your experience working with people of various cultures, backgrounds and abilities. How do you see the role of Customer Service Specialist as supporting equity and inclusion on campus?

Shoreline Community College is dedicated to inclusive excellence in teaching and learning, student success, and community engagement. Shoreline serves the educational, workforce, and cultural needs of our diverse students and communities through the core themes of educational attainment and student success, program excellence, community engagement, access and diversity, and College stewardship. Shoreline Community College is a place of open inquiry and learning, with a campus that models ideals set out in our Community Standard*. We are committed to upholding a culture of free expression, as well as maintaining a supportive and respectful learning and working environment for all.

**Please visit Shoreline.edu to review/apply for position**