Customer Service Specialist 2- Ellensburg, WA

Employer: Central Washington University

Job Description:
Central Washington University is recruiting a Customer Service Specialist 2 to join our Registrar Services team in Ellensburg, Washington. This role is an important member of our team as they enhance the vision for the University. The role is a campus-based position, which means you get to see the lives you are impacting. We're offering a salary, depending on experience, from $35,148 -$45,504 plus the awesome CWU benefits.

Who we are:
We are a team of individuals committed to Changing Students' Lives. No matter what job, each of us plays a part in supporting and empowering our students to fulfill their dreams.

Working in higher education provides career growth and career choice. Think of a university campus like a mini city, operating across 380 acres. You’ll find diverse academics, libraries, athletics and sporting events, full service and quick serve dining, conferences and events from small to large, recreation centers, housing for ~10,000 students, health services, police and public safety.

For the seventh time in eight years, CWU is a recipient of the prestigious Higher Education Excellence in Diversity (HEED) Award from INSIGHT Into Diversity magazine. Come join us on our journey to encourage, inspire, and create spaces where all identities thrive on campus.

What we offer:
Our investment in you begins the day you join our team, a healthy and successful future for you is important to us. We offer medical, dental, life and disability insurance, retirement and optional savings plans, tuition assistance for you and your dependents, discounts across town, an employee assistance program for individualized counseling, and a wellness incentive program. Learn more: www.cwu.edu/hr/benefits-perks-discounts.

Tour our campus in Ellensburg here: www.youtube.com/watch?v=HjdhOegDa9A

The Role:
Independently resolve inquiries, client issues, maintain data and information, while maintaining appropriate confidentiality. Determines procedural steps necessary to bring resolution, work with and communicate with faculty and staff to implement a resolution. Review, evaluate, process, and approve a wide variety of credentials for determining student course credentials to earn a degree, including transfer credit and equivalency, transfer degrees, and graduation eligibility. This position will be responsible for the production and dissemination of diplomas to graduated students. This position will assist with the maintenance of the degree audit system which includes evaluating and processing course substitutions, entering and posting transfer credit, and processing elective approval forms. All employees are expected to support CWU’s commitment to diversity and to bring and support inclusion into the university environment.

Job Duties
Completion of Degree Audit for Awarding Degree:
- Primary evaluator for one University college
- Complete a thorough review of all credits and program requirements for degree candidates, each quarter and overlapping future quarter(s)
- Establish graduation portfolio and update as needed with incoming elective approvals, waivers, substitutions and final grades
- Initiate correspondence detailing missing degree requirements for students during the degree audit process
- Approve student’s total program following the final quarter’s grades and award or deny the degree. If the degree is denied, notify student of decision and why
- Assist with the quarterly proofing of diplomas by updating, verifying for accuracy and distributing
- Meet and discuss issues and offer solutions with client inquiries and issues as they apply to completion of degree requirements and degree award
- Process course substitutions/exceptions, waivers, and approved program electives
- Verify the academic requirement report is accurate; work with IS representative if errors or misinformation is found, verify accurate solution is resolved

Student Program Evaluations/Course Evaluations:
- Verify transfer student’s catalog eligibility, which in turn determines specific degree and/or program requirements required for completion of degree
- Verify student’s program reflecting transfer coursework equivalencies used to fulfill general education requirements and major/minor department course requirements
- Verify major and/or minor catalog requirements with correct academic year
- nput department approved student course substitutions, exceptions, waivers, and elective approvals
- Assist in determination of credits as they are transferred to CWU from community colleges and four-year institutions
- Finalize total number of credits which may be accepted after evaluating transcripts for repetitious or below college level coursework, process TCU adjustment, if necessary
- Assist students on how to understand and review their transfer coursework

Policy Interpretation and Guidance:
- Work with faculty, staff and program advisors regarding interpretations and implementation of policies as they relate to CWU degree requirements
- Assist students with general information, graduation requirements, transfer credit, honors eligibility, and transferability of AA
- Work as a direct liaison with one of the University Colleges to troubleshoot transfer credit and program requirement challenges and issues

Customer Service:
- Maintain interaction with students, faculty and staff through individual email and degree checkout email, phone conversations, and appointments with students
- Participate in the Graduation Ready presentation, collaborate with college deans, advisors and co-workers on information needed for the presentation
- Participate in new student orientations, verify transfer coursework, help with course selection during registration, and general inquiries
- Work with faculty, staff on the training and navigation of new electronic forms and other new processes for a degree audit

Professional Development and Training:
- Participate in all required HR training
- Take advantage of other HR trainings and webinars
- Participate in conferences
- Other duties as assigned

Minimum Qualifications
Associate degree
Data entry experience
Proficiency using Word, Excel and Outlook email or similar applications to produce written correspondence, and to receive and respond to email inquiries, tasks, etc.
Experience with PeopleSoft or other student information system.
Excellent communication, interpersonal and organizational skills
Ability to multitask in a fast-paced office environment with many interruptions in order to meet deadlines and maintain office workflow
Attention to detail
Demonstrated willingness and/or experience working with students and/or co-workers from a wide range of abilities, backgrounds and experiences.
Customer service experience and/or training that demonstrates the ability to work effectively with internal and external clients and customers to identify their needs, provide information or assistance, resolve their problems and/or satisfy their expectations by providing quality services
OR applicable combination of education and/or experience which demonstrates the ability to perform the essential functions of the position

Preferred Qualifications
Bachelor’s degree
Equivalent experience providing assistance to students, faculty and staff regarding inquiries, complaints and solutions
Knowledge of university academic policies
Experience in Admissions and/or Registrar Services office
Life experiences that demonstrate an ability to contribute to CWU‘s commitment to inclusion and diversity.
Demonstrated commitment to improving access to higher education for students through various activities.

Competencies
Accountability/Dependability: Accepts responsibility for quality of own work; acknowledges and corrects mistakes. Shows up on time, meets standards, deadlines and work schedules.
Judgement: Makes timely, informed decisions. Analyzes options and determines appropriate course of action.
Teamwork: Promotes cooperation and mutual support to achieve goals. Encourages participation and mutual support.
Adaptability/Flexibility: Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives.
Commitment to Diversity: Recognizes the value of diversity and helps create environment that supports and embraces diversity.

Pay, Benefits, & Work Schedule
Salary: $2,929 /month with periodic increases up to $3,792 /month

Schedule/Appointment: Monday - Friday, 8:00am-5:00pm (1 hour lunch)

Working Conditions: Work is performed in an indoor office setting with in-person interactions. It is essential to be able to remain at a desk/computer workstation for prolonged periods of time, perform extensive data entry and other computer-related tasks and create/maintain filing systems for departmental records. Some evening or weekend work and/or occasional travel may be required.

Benefits: CWU offers a comprehensive benefits package including medical and dental insurance, retirement and optional savings plans, life and disability insurance, along with vacation and sick leave plans depending on employment classification. For additional information please visit: www.cwu.edu/hr/benefits-perks-discounts

An employee of CWU may be eligible for the Public Service Loan Forgiveness Program if the employee has student loans. To learn more, visit: https://ofm.wa.gov/state-human-resources/public-service-loan-forgiveness-program.

How To Apply
To apply for this position, you must complete the on-line application and attach:

A detailed cover letter clearly demonstrating how your education and experience: (a) meet the required (and, as applicable, preferred) qualifications, and (b) demonstrate the ability to perform the responsibilities as described by the posting;
Resume including work history, education, training; and

Contact information for three professional references.
Screening Begins: May 12, 2022

**Priority will be given to applications received by the screening date. Incomplete applications will not be considered.

Contact Information
Name: Rose Spodobalski Brower
Title: Associate Registrar
Email: Rose.Spodobalski-Brower@cwu.edu
Website: www.cwu.edu/registrar/graduation

Please contact Human Resources at hr@cwu.edu or 509-963-1202 if you require technical assistance with the on-line application process.

Conditions of Employment
Per Governor Inslee’s Proclamation 21.14.1, CWU employees are to be fully vaccinated against COVID-19 as of October 2021. Your vaccination status will be verified if/when a job offer is made. Information about how to apply for medical and religious accommodations are available here: www.cwu.edu/hr/. Failure to meet the vaccination policy (or approval of a medical or religious accommodation) will result in revocation of the offer.

Prior to employment, final candidate(s) will be required to sign a Sexual Misconduct disclosure in pursuant to RCW 28B.112.080 and submit to a background check. All information obtained through background investigations will be strictly confidential and revealed only to those required to have access.

Contact Person:
Phone:
Email:
Location: Ellensburg, WA
Application Method: Online: https://careers.cwu.edu/psc/careers/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_SCHJOB_FL&Action=U
Base Pay: $2,929 - $3,792/ MO

Posted on June 02, 2022

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