Customer Service Specialist, Intermediate

All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

Working Title:

Customer Service Specialist, Intermediate

Institution:

Century College

Classification Title:

Customer Svcs Specialist Int

Bargaining Unit / Union:

206: AFSCME - Clerical and Office

City:

White Bear Lake

FLSA:

Non Job Exempt

Full Time / Part Time:

Full time

Employment Condition:

Classified - Unlimited

Salary Range:

$20.76 - $29.22

Job Description

Position Purpose

Serve as lead point of entry for service to clients and prospective students; manages registration and customer service, provides administrative support and operational service for Continuing Education/ Customized Training Division.

Position Responsibilities

• Manage Continuing Education/Customized Training Registration Processes.  Complete registrations from using all current methods of registration; assist with course information and selection; data entry, give special instructions, etc. Notify students and instructors when class is full or cancelled; cross-sell and/or offer enrollment options.   Act as point of contact for custom contract registration management. Process refunds; determine application of refund policy or offer class or section alternative as situation warrants. 

• Manage Customer Satisfaction.  Assist visitors/callers/clients promptly, ascertaining needs for information and/or assistance and providing detailed responses regarding program content, and Unit procedures.

• Provide Operational Services.  Assume responsibility for assigned office operations and procedures, independently handing a wide variety of work assignments. 

• Provide Administrative Support.  Provide reception to unit administrators and program managers. Assist with inquires to identify learning needs and opportunities, alert appropriate program managers. Establish and maintain complex record systems requiring substantial knowledge of multiple programs and services.  Assemble data and statistics for required reports.  Provide promotional assistance as needed prepare bulk mailing, manage client data and distribution of materials around the campus.  Review draft copy of non-credit galleys and targeted brochure copy.  Pick up, sort and distribute Unit mail.

Salary Range:

$20.45 - $27.12/current contract *($20.76 - $27.53/hour new contract)

(DOQ – Salary Placement will be done at time of hire.)

Minimum Qualifications

• Communication Skills: Sufficient to fluently communicate, read, understand, and respond to a variety of communications, such as customers’ questions, detailed instructions and procedures, and more.  Must be able to apply accurate spelling, punctuation and grammar, to ensure the accuracy and completeness of written materials. 

• Excellent customer service skills sufficient to professionally interact with others to accurately convey policies and information to clients in person, on the phone, and through e-mail and other written correspondence. (Exhibit courtesy, tact, interest in positive problem resolution, empathy, and logical organization of ideas)

• Word Processing & Spreadsheets: Advanced knowledge of standard computer software programs to create, modify, and manage work documents and spreadsheets.  Ability to use email, word processing, and spreadsheets applications to research and prepare reports, letters, memos and emails. (Microsoft Word, Excel, and Teams)

• Database management: Sufficient to register students, obtain receipts and reports from database systems as well as knowledge on how to collect and tabulate data. (Access)

• Math (e.g., simple math and percentages): Basic math skills to determine pricing, discounts and refunds.

• Physical Demands (lifting to 30 lbs.): Ability to lift to 30 pounds of supplies and/or books.

Preferred Qualification 

• Knowledge and experience of Minnesota State’s Integrated Student Record System (ISRS) and rST software registration program.  Knowledge of general office procedures and equipment(i.e., computer, calculator, copy machine, fax and telephone system).

• Experience working in higher education or a community college setting.

• Knowledge of Minnesota State policies and procedures.

• A general understanding of college curriculum and degree requirements.

• Ability to maintain confidentiality and security concerning all information received and documents processed.

• Excellent organizatio