Customer Service Specialist 2 - Entry Services

(TWO OPENINGS)

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 guidance of the Entry Services Coordinator, the Customer Service II position supports the daily operations of the Welcome Center by engaging with prospective, new, and returning students and their families. This role delivers high-quality customer service via phone, email, and in-person interactions in the Welcome Center's computer lab. The position collaborates closely with a variety of campus departments, including Advising, Adult Basic Education, WorkForce Education Funding, Financial Aid, Enrollment Services, Financial Services, and Academic Affairs.

In addition to core responsibilities, the Customer Service II position occasionally assists with recruitment activities such as event planning, group tours, New Student Orientation, and community outreach. By working collaboratively across campus, this role helps students navigate TCC's systems, access essential resources, and transition smoothly into post-secondary education. Reporting to the Entry Services Coordinator, the Customer Service II position plays a key role in supporting strategic communication efforts and driving enrollment growth. This position requires working in the evenings, Wednesday and Thursday, from 10am-7pm.

Office Coordination:

• Communicate through multiple methods of technology.
• Coordinate and maintain office processes and independently provide office support through phone, text and email.

• Greet and advise students and community members to appropriate campus services and resources.

• Initiate, implement and complete projects independently and as part of the team as directed.

• Manage client communications and messaging workflows within the Slate CRM platform to ensure consistent and timely outreach.

Entry Support

• Demonstrate cultural competence, including awareness and understanding of historically underrepresented populations, and create an educational and work environment that affirms commitment to equity, diversity and inclusion.
• Provide detailed information to prospective students regarding TCC programs, steps to enrollment, degree/certificate requirements, financial aid/funding resources, campus departments, and resources.
• Support day to day functions in the Welcome Center computer lab and assist new students with the admissions process
• Refer students to appropriate services and resources to support the entry process such as Access Services, Veterans Services, WorkForce Education Funding, financial aid and other funding options
• Assist and support Entry Service Coordinator with Campus Tours, Admissions Info Sessions, and Community Events.
• Assist in quarterly new student registration on and off-campus using the online registration system

Record and Data Management:

• Support the daily processing and removal of New Student Orientation holds.
• Facilitate and process confidential student information through various software.
• Utilize Slate CRM to track, organize, and maintain all client communications, ensuring data accuracy and messaging alignment.
• Utilize ctcLink (PeopleSoft) and a Customer Relationship Management (CRM) tool to follow up with new students and document their entry process

Duties of the position require knowledge, skills and abilities:

• Exceptional verbal and written communication skills.
• Strong customer service skills, including relationship-building.
• Ability to interact effectively with diverse populations, fostering cultural awareness and sensitivity.
• High ethical standards, integrity, and sound professional judgment.
• Ability to establish and maintain positive relationships with students, colleagues, and staff.
• Strong organizational skills with the ability to multi-task and manage time effectively.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Excellent interpersonal skills for engaging with internal and external stakeholders.
• Adaptability to work across college departments and divisions.
• Detail-oriented with a commitment to accuracy and efficiency.
• Ability to perform under pressure while maintaining professionalism.

Duties of the position required experience:

Minimum Qualifications

• High School graduate or equivalent.
• 2 years of experience in a customer service setting.
• Experience working with diverse populations.
• Knowledge and experience with word processing (Word), email (Outlook) and spreadsheet (Excel) skills using Microsoft Suites and Office 365.
• Strong oral, written, and interpersonal communication skills.

Preferred Qualifications

• Associate's degree or higher from an accredited college or university.
• Experiencing handling sensitive or confidential data in a professional environment.
• Experience producing creative, visually pleasing and informative materials (brochures, flyers, advertisements, displays, etc.) using graphic design programs.
• Multilingual

Application Materials & Procedure
Complete application packages must include the following:

1. Tacoma Community College application
2. Resume & cover letter. In your cover letter indicate how your background and experience meet the qualifications for this position.
3. Unofficial copies of transcripts for all colleges and universities attended.