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.
The Customer Service Specialist 1 assists students in identifying District processes and procedures, resolving problems, and receiving tuition and fee payments. This position also assists students in completing Tuition Installment Payments and other customer service-related inquiries. The Customer Service Specialist 1 provides assistance and problem resolution to District departments, customers, and students and is located in the Cashiering Department. This position reports to the Student Financials Supervisor and requires regular and consistent attendance.
About the District:
Pierce College enjoys a strong presence in the community and participates in innumerablepartnerships with business, community, government, and educational organizations. Want a feel for our District? Take a peek at aerial campus views!
Pierce College Fort Steilacoom
Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake.
Pierce College Puyallup
Located on an expansive site with 125 acres of wooded land with beautiful hideaways.
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.

Essential Functions

The Customer Service Specialist will be responsible for the following, but not limited to:
Customer Specialist/ Cashiering

• Use established procedures to maintain all records and reports for the Cashiering module.
• Process incoming cash, check, or credit card deposits within 24 hours, including posting payments to student accounts or department deposits.
• Prepare scholarships to be booked into collect department receipts and add student information to the shared drive 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; apply FERPA to activities/procedures to protect the confidentiality of student information.
• Positively respond to customer service inquiries and complaints by deescalating the situation, identifying the issue, and using the established procedures to identify available solutions that meet the customer's needs when possible.
• Effectively communicate with internal customers to ensure all receivable-related questions are answered and resolved, if necessary, promptly.
• 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, on time.

• Use established guidelines to provide fiscal support to the Fiscal Specialist 1, such as, but not limited to, maintaining Customer accounts files (with prior approval from a Student financial supervisor, Student financial manager, or Director of Fiscal Services).

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

• Serve 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 and training to district departments on Accounts Receivable policy and procedure.
• Update and maintain Cashiering manuals.
• Other duties as assigned.

Qualifications

Required Education

• High school diploma or GED.

• 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.

• 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). Knowledge and understanding of Governmental Accounting Standards Board (GASB) fund accounting is also preferred.
• Working knowledge and understanding of the integrated processes that impact the Cashiering & Customer Accounts Module of the Fiscal Management System (FMS), including but not limited to the Student Management System (SMS) and the Financial Aid Auto Application process that runs through the Financial Aid Management System (FAMs).
• 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.
• Ability to work effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.
• Ability to communicate plans and activities to support strategies for unit involvement and accomplishment of mission and outcomes.
• Strong written and verbal communication skills.
• Ability to maintain an open, approachable manner, treat others fairly and respectfully, preserve others' self-confidence and dignity, and show regard for their opinions.
• Ability and desire to work cooperatively with others on a team.
• Ability to demonstrate responsible personal and professional conduct and accept personal responsibility for the quality and timeliness of work.
• Ability to be honest and professional in all interactions; respect and maintain confidentiality.
• Ability to respond positively to change, embracing and using new practices or values to accomplish goals and solve problems.

Application Process

Application Requirements:

To be considered for this position, applicants must:

• Meet the required qualifications as outlined in this announcement.
• Complete the online application profile at:https://www.pierce.ctc.edu/hr.
• Apply for the specific job opening.
• Upload (attach) a cover letter addressing how you meet the required qualifications outlined in this announcement. (Cover Letter)
• Upload (attach) a 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 bring 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 the degree received and conferral date. International transcripts must include a foreign transcript evaluation. For a list of approved credential evaluation services, visit https://www.naces.org/members (Unofficial transcripts are acceptable for the application process; official transcripts are required upon hire). (Transcripts)
• Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. One of which must be your current or most recent supervisor. Letters of recommendation will not be accepted. (References)

Provide a response to the following question. (Supplemental Question)

• The College's goal is to support all students and to achieve racial and social equity in pursuit of mission. How would you contribute to and support this goal if you were selected for this position? Please limit your response to a maximum of 500 words.

Special Note: To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.

All correspondence regarding your application status will be sent to the email address associated with your NeoEd account. Please check your spam folder periodically in the case of an automated, incorrect delivery.

Terms of Employment:

Salary & Benefits:

The starting pay of this position is $18.93, dependent upon qualifications, with periodic increments up to $22.84 per hour. This position does not qualify for benefits.

Physical Work Environment:

This position requires working indoors in an open office environment, which requires visual concentration on detail, dexterity, and precision and is subject to frequent noise and interruptions.

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. After reviewing the 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.

Conditions of Employment:

Pierce College is a “fully vaccinated campus” under the state’s higher education guidance, which means that COVID-19 vaccination is highly encouraged for all employees and students.

Finalist (s) for this position will be subject to a pre-employment background check as a condition of employment prior to the start of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

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 employment and past employment. Disclosure is required under Washington State Law RCW 28B.112.080.

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. Employees must agree to abide by the requirements established in that policy as a condition of employment.

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 jobs@pierce.ctc.edu

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

Sean Cooke - Title IX Coordinator

(253) 840-8472

Davi Kallman - ADACO/Section 504 Coordinator

(253) 912-3715

Deena Forsythe - Interim Vice President for Human Resources

(253) 964-6586

Paula Henson-Williams - District Affirmative Action Officer

(253) 864-3229