Customer Service Specialist 2 - Enrollment Services

Salary :

$42,444.00 - $50,088.00 Annually

Location :

Tacoma WA 98466, WA

Job Type:

Full Time

Job Number:

24-12-CS #MON

Division:

Student Affairs

Department:

Enrollment Services

Opening Date:

06/10/2024

Closing Date:

6/16/2024 11:59 PM Pacific

FLSA:

Non-Exempt

Bargaining Unit:

WFSE

Who We Are

Located in the scenic Puget Sound area with nearby mountain ranges and Mount Rainier in the distance, Tacoma is surrounded by outdoor recreational opportunities such as hiking, boating and camping. Tacoma, Washington has been ranked as one of the most livable cities in the country, due to the increasing career opportunities, cultural diversity and community engagement, just to name a few.

Tacoma Community College (TCC) was built on the ancestral territory of Coast Salish peoples, specifically the Puyallup and Squaxin Island Tribes. The 1854 Medicine Creek Treaty forcibly removed them to Reservations to make way for colonizers; we recognize the privilege of utilizing this land has come at a great cost. We honor the resilience of the Puyallup and Squaxin Island people, who still live here, defend their rights, and contribute greatly to the well-being of our community. Our institution aims to increase partnerships and community ties with the local indigenous populations. Moreover, TCC stands in solidarity with Black Lives Matter and the Black community by further strengthening collaboration with the Black Student Union as well as community entities such as the Tacoma-Pierce County Black Collective, the Tacoma Urban League, and local black-owned businesses. In addition, we strongly support the Stop Asian Hate movement and have an active Asian Pacific Islander Student Club as well as an Asian and Pacific Islander Faculty and Staff Coalition. TCC is committed to developing more culturally responsive curricula by infusing and incorporating more educational content focused on the lives, experiences, and contributions of Native, Black, Asian, and other marginalized communities. We continually strive to become an anti-racist institution.

We are specifically focusing on improved support for traditionally marginalized populations, including Black/African- American, Indigenous, People of Color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ+ community. To this end, TCC seeks applicants who:
Value intellectual curiosity and innovative teaching
Welcome difference and model respectful interaction with others
Recognize and honor the important role that diversity brings to an educational community
Are committed to educating a racially and socioeconomically diverse student population
Are committed to teaching in a community college setting
Care deeply about student success
Intentionally support and promote efforts related to equity, diversity, and inclusion
Honor TCC's mission promoting equitable access to educational opportunities
Reflect the diversity of our community
Position Summary
Under the direction of the Associate Registrar, this position provides excellent customer service to students, faculty, staff, and the general public via phone, email, and the Enrollment Services front desk. This position will work closely with other departments across campus, including Advising, Admissions and Outreach, Financial Aid, and Student Financial Services.
Essential Functions

Customer Service:
Answers in-person, phone, and email inquiries from prospective and current students, and other members of the campus community regarding the enrollment processes.
Connects students and community members to appropriate campus resources.
Manages Enrollment Services department email account.
Communication
Coordinates mass communication messages from Enrollment Services.
Collects data on department inquiries.
Serves as main contact for enrollment verification request from students including transfer forms, insurance forms, housing/state assistance forms and other letter showing enrollment details.
Student records processing
Collects and reviews forms for completeness.
Troubleshoots and resolves registration issues.
Processes class adds/drops/swaps and term withdrawals.
Review and process petitions for late registrations, add/drop/withdrawal corrections, and exceptions to TCC policy using independent judgement.
Process Waivers.
Collects and reviews forms for completeness.
Troubleshoots and resolves registration issues.
Transcript processing
Processes unofficial transcript requests through ctcLink and Legacy Transcript
Review and process Official Transcript request orders received via Parchment, mail, or in-person.
Other/General

Updates and maintains accurate student record information following school, state, and federal processes and guidelines.
Assists with filing and scanning Enrollment Services documents.
Performs other duties, including special projects, as assigned.

Qualifications

Minimum Qualifications

High School graduation or equivalent
2 years of experience assisting customers
-OR -

equivalent education and/or experience
Experience with word processing, databases, spreadsheets, email, and other related business software.
Strong oral, written, and interpersonal communication skills

Preferred Qualifications

Experience working with large-scale databases.

The Successful Candidate Must Demonstrate:

Strong customer service skills and de-escalation tactics.
Detail-oriented
Excellent customer service skills and the ability to build strong relationships with students and campus partners.
An appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace.
Excellent verbal and written communication skills and effective interpersonal skills.
Ability to be self-directed and work independently within a team environment.
The ability to multi-task and use time management techniques to complete work within specific time periods.
The ability to work under pressure.
Conditions of Employment

Successfully pass a criminal history background check prior to employment.

Application Process

Application Materials
Complete application packages must include the following:
Tacoma Community College online application form.
Resume

and

cover letter - In your cover letter, describe how your background and experience align with the responsibilities for this position.

Terms of Employment
This is a full-time classified position scheduled to work Monday through Friday 8:00am-5:00pm, totaling 40 hours per week. Some evening hours will be required, estimated at 8-16 hours per month/2-4 hours per week, to be determined in conjunction with other staffing schedules. The salary range for this position is $3,537 - $4,174 per month. Flexibility in scheduling is required to meet department/division needs. Tacoma Community College offers a comprehensive healthcare benefits package for you and your dependents including medical, dental, and vision insurance. Life and long-term disability insurance plans; vacation, sick and personal leave; reduced tuition for the employee; and retirement benefits are also provided. For more information, please visit our employment page/employment benefits: A collective bargaining agreement exists and membership in the Washington Federation of State Employees or payment of a membership fee is available anytime upon employment. The layoff unit for this position is "All Other WFSE Classified". Degrees must be from accredited colleges or universities recognized by the U.S. Department of Education and verified by National Student Clearinghouse. International degrees will be verified for U.S. equivalency.

Tacoma Community College values diversity and is an Equal Opportunity Employer and Educator. Tacoma Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). Provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following persons have been designated to handle inquiries regarding non-discrimination policies: Stephen Smith, Title VII and Title IX, Building 14, 253-566-5055; Dr. Davi Kallman, Section 504 Officer, Building 7, 253-566-5157.

Tacoma Community College

Human Resources

6501 S 19th St Bldg. 14, Tacoma WA 98466

http://www/tacomacc.edu/about/employment

The benefits information presented on this page is a summary of College provided benefits. This information is subject to change and is subject to the provisions of any legislative mandates and College policy changes. For more detailed information about Tacoma Community College (TCC) benefits, please do not hesitate to contact the College benefits coordinator at (253) 566-5024.

TCC offers a comprehensive benefits package which include medical, dental, life insurance, and long- term disability insurance through the Public Employee Benefits Board (PEBB), along with retirement benefits through TIAA and the Department of Retirement System

Eligibility
Full-time faculty, classified staff, administrators and professional staff are eligible for benefits. Hourly employees and part-time faculty may be eligible for benefits if, and when, they meet specific criteria and are notified by TCC Human Resources.

Effective Date of Coverage
Coverage begins the first day of the month following the date of hire, or date of achieving eligibility status. If the date of hire is the first working day of the month, coverage begins immediately.

Health Insurance
Medical Plans
Eligible employees have several medical plan options to select from (provided by PEBB). Employees pay a monthly premium through payroll deduction.

Premium Rates Effective January 1, 2024

Resources:

Dental Plans
Employees choose from three dental plans. TCC covers the full dental premium for employees and enrolled dependents.

Resource:

Vision
Covered under medical plan chosen.

Waiving Medical Coverage
If you have other employer-based medical insurance, Medicare or TRICARE, you have the option to waive PEBB medical coverage. Dental is mandatory for all eligible employees and cannot be waived, unless enrolled in dental coverage as a dependent under a SEBB (School District Employee Benefits Board) plan.

Flexible Spending Arrangement (FSA) & Dependent Care Assistance Program (DCAP) & Limited Purpose FSA
FSA & DCAP accounts allow employees to set aside pre-taxed dollars to cover out-of-pocket health care and/or childcare expenses.

Members of WFSE (HE CCC) and WPEA, will be eligible to receive a $250 FSA card if employed as of November 1, 2023 with an annual full-time equivalent salary of less than $60,000, and is enrolled in a non-CDHP medical plan as of January 1 of the plan year that FSA funds are made available. This card is
issued by PEBB in the following January and does not count against the annual FSA limit, if enrolled in an FSA with Navia.

The Limited Purpose FSA is eligible for employees who are enrolled in a consumer-directed health plan (CDHP) that has a Health Savings Account. The Limited Purpose FSA is only for dental and vision expenses.

Resource:

Life Insurance
Benefits eligible employees, lawful spouse or same-sex domestic partner, dependent children under 26 years of age are eligible to enroll in life insurance. Coverage is effective first of the month following the date of employment for basic coverage; for optional coverage, amounts become effective the first of the month following approval date.

Basic Coverage : $35,000 Basic Term Life & $5,000 Accidental Death & Dismemberment (AD&D) This is employer-provided at no cost to the employee.

Supplemental Life Insurance Coverage(s) : Any supplemental term life insurance and AD&D coverage for employee, lawful spouse, qualified same-sex domestic partner, and family is available at additional cost to the employee.

Resource:

(LTD)
Basic LTD:

Provides 60% of the first $400 pre-disability earnings, reduced by any deductible income at no cost to the employee.

Supplemental LTD : Supplemental LTD coverage to replace at 60% or 50% of full pre-disability earnings is available at an additional cost to the employee.

Resource:

PAID LEAVE
Classified staff, Administrators, and Professional staff are eligible for paid vacation, sick leave, and personal leave, along with paid federal holidays. Classified Monthly vacation entitlement amounts can vary from 11.33 to 16.67 hours per month depending on the length of state service. Administrator/Exempt Professional vacation leave is 16.00 hours per month. Monthly sick leave entitlement is 8.00 hours per month based on 100% FTE position and will be prorated accordingly if less than 100% FTE. Annual personal leave entitlement varies depending on employee type. Full-time classified, administrators, and professional staff are paid for all federal holidays.

Full-time faculty receive 84.00 hours of paid sick leave per academic year along with 28.00 hours of personal leave. Full-time faculty are paid on an annual contract and do not receive pay for federal holidays.

Part-time faculty receive sick leave each quarter using a formula based on the total FTE% from the cumulative teaching contracts issued to them that quarter. They would receive 7.00 hours of personal leave if they are issued a multi-quarter appointment at the start of the academic year. Part-time faculty do not receive pay for federal holidays.

Part-time hourly and student employees receive 1 hour of sick leave for every 40 hours worked in a month (and fractions, thereof). Up to 40 hours of sick leave can carry over from one calendar year to the next.
If a part-time hourly or student employee is hired into a full-time position, the sick leave hours earned in the part-time position do not carry over to the full-time position. Part-time hourly and student employees are not paid for federal holidays.

Monthly entitlements are given at the beginning of the following month.
All employees in salaried positions may take up to five days of paid bereavement time off for the death of a family member. This is separate from the sick leave or vacation leave.

RETIREMENT
Retirement participation is mandatory for retirement benefit eligible TCC employees. Employees are offered a choice between two retirement plans and that choice is generally irrevocable while employed at TCC.

Classified Employees and (retirement eligible) Part-Time hourly:

Classified employees and eligible part-time hourly employees must choose between the Public Employees Retirement Systems (PERS) Plan 2 or Plan 3. More information about these plans can be found at this link:

Faculty:
Faculty can choose to enroll in the State Board Retirement Plan (SBRP) with the plan administrator being TIAA or the Teachers Retirement System (TRS) Plan 2 or Plan 3 administered by the Department of Retirement System (DRS). Prior history in any of these plans may limit current plan choice. Click to compare TRS Plan 2, TRS Plan 3, and SBRP.

SBRP -TIAA - This is a Defined Contribution Plan. The employee contributes a mandatory defined amount and the state matches the employee's contributions. Contribution rates are based on age.

TRS Plan 2 - A 401(a) defined benefit plan. TCC and employee contribute a percentage of salary to fund the plan. Your monthly benefit at retirement will be based on your earned service credit and compensation.

TRS Plan 3 - A 401(a) hybrid plan with Defined Benefit and Defined Contribution components. The defined contribution portion of the plan is funded through mandatory employee contributions. The employee may choose between six contribution options. TCC contributes to Defined Benefit part.

Administrative/Exempt Employees
Administrators and Exempt employees may choose to participate in the State Board Retirement Plan (SBRP), administered by TIAA, or the Public Employees Retirement System (PERS) Plan 2 or Plan 3, administered by the Department of Retirement Systems (DRS). Prior history in a Washington State Retirement Plan may limit plan choice. Click to compare PERS Plan 2, PERS Plan 3, and SBRP.

SBRP/TIAA - This is a 401(a) Defined Contribution Plan. The employee contributes a mandatory defined amount and the state matches the employee's contributions. Contribution rates are based on age.

PERS Plan 2 - A 401(a) defined benefit plan. TCC and employee contribute a percentage of salary to fund the plan. Your monthly benefit at retirement will be based on your earned service credit and compensation.

PERS Plan 3 - A 401(a) hybrid plan with Defined Benefit and Defined Contribution components. The defined contribution portion of the plan is funded through mandatory employee contributions. The employee may choose between six contribution options. TCC contributes to Defined Benefit part.

PERS Rates Effective September 1, 2023

TRS Rates Effective September 1, 2023.

State Board Retirement Plan (SBRP) - Contributions Rates:
Contributions are based on your age:

Voluntary Retirement Savings:
State Board Voluntary Investment Program (SBVIP):

SBVIP is a voluntary, optional, unmatched retirement savings plan, operating under Section 403(b) of the Internal Revenue Code (IRC), administered by TIAA. SBVIP participants may contribute on a pre-tax and/or after-tax (Roth) basis, up to the annual IRS limit and can start and stop their contributions at any time during employment. Contact Human Resources to start/stop contributions.

Deferred Compensation Program (DCP):
Tax-deferred savings plan administered by the Department of Retirement Systems. in DCP 3 months after hire at a contribution rate of 3%. Employees are sent a notification letter within approximately 30 days of hire. This notice includes information about auto-enrollment and the necessary steps to take if one chooses to opt-out or make changes to their DCP enrollment. Contributions can be changed at any time during employment. Following the initial auto- enrollment possibility, employees would contact DRS to setup contributions and can contribute on a pre- tax basis up to the annual IRS limit.

Tuition Waiver
Administrative, Classified, Full-time Faculty, and Part-Time faculty employed for more than 50% FTE are eligible to register for space-available classes, up to 10 credits per quarter, with the State Employee Tuition Waiver program. Class registration and any applicable class fee will still apply. Click here for the

Liberty Mutual
PEBB members may receive a discount of up to 12% off Liberty Mutual's auto insurance rates and up to 5% off of Liberty Mutual's home insurance rates.

Contact Liberty Mutual at 1-800-706-5525 and mention that you are a State of Washington PEBB Member (client #8246) or visit a local Liberty Mutual office and let them know you are State of Washington PEBB Member (client #8246) for a quote.

Collective Bargaining Agreements:
WFSE Higher Education Community College Coalition:
WPEA Higher Education:
WFSE Represented Exempt Bargaining Unit:
TCC Faculty Negotiated Agreement:

01

Which best describes your level of education?

High School graduate or equivalent
Some College
Associates degree from an accredited college or university
Bachelors degree from an accredited college or university
Masters degree or higher from an accredited college or university

02

How many years of experience assisting customers do you possess?

None
Less than 1 year
More than 1 year and less than 2 years
More than 2 years and less than 3 years
Over 3 years

03

Which of the following best describes your level of proficiency with word processing, database, spreadsheets, email, and other related business software?

None
Beginning
Intermediate
Advanced

04

Do you possess excellent verbal, written communication, and effective interpersonal skills?

Yes
No

05

Do you possess experience working with large-scale databases?

Yes
No

Required Question