Customer Service Specialist 3 - Hawk Central

Customer Service Specialist 3 - Hawk Central

Salary

$47,004.00 - $62,880.00 Annually

Location

2600 N. 20th Ave. Pasco, WA 99301, WA

Job Type

Full-Time

Job Number

C-26-038

Division

Student Services

Department

Hawk Central

Opening Date

08/27/2026

Closing Date

Continuous

• Description
• Benefits
• Questions

Description

Columbia Basin College is seeking a Customer Service Specialist 3 to provide high quality services and support to prospective and enrolled students in a friendly, fast paced, customer-focused environment called Hawk Central. This position will work in an environment of teamwork and serve as a central point of contact for face-to-face, e-mail, and web-based student services, handling general to complex inquiries, transactions, and customer service problems. This position will interpret and apply knowledge of applicable policies and procedures in providing courteous and professional customer service. This position reports to the Director for Enrollment Services.

This position is open until filled. First consideration will be given to applicants whose complete application has been received by September 8, 2026 @ 11:59 PM Pacific Time.

If you have questions or need assistance during the application or search process, please contact the recruiter for this position, Denise Cook at dcook@columbiabasin.edu or (509) 542-4407.

Primary Responsibilities

• Provide customer service via face-to-face, email/SARS e-Chat, other web-based methods and outbound service calls as able given the complexity of the issues;
• Provide professional, courteous and empathetic student assistance in Hawk Central; assist students in navigating through admissions and registration; understand financial aid processes and/or eligibility decisions; explain account charges, set up payment plans and/or receive student payments;
• Communicate admission policies and processes to prospective students, staff and community members and assist with application processes as appropriate;
• Assist with basic registration and financial aid processes and procedures using both online and in-person systems;
• Provide information on funding resources, deadlines and financial aid eligibility; assist students in resolving problems, evaluating alternatives and determining other options;
• Accurately process incoming student forms, documents and other information necessary to complete transactions and processes;
• Assist students in understanding account balances, tuition payment obligations, options and deadlines; receive payment vouchers and waivers on behalf of Accounting Services;
• Inform students of collection policies and procedures and work with Accounting Services within established guidelines toward account resolution;
• Handle complex, cross-departmental student issues and work to facilitate resolution for students and departments within established guidelines; recognize when an issue should be referred outside of Hawk Central and make an appropriate referral to facilitate continued problem-solving or assistance of student and department; and
• Perform other related duties as assigned.

Required Qualifications

• Associates degree or equivalent education from a institutionally accredited college or university; and
• Three (3) years of experience providing assistance to customers regarding inquiries, complaints or problems.

Preferred Qualifications

• Bachelors degree from a institutionally accredited college or university;
• Two (2) or more years of experience working in higher education;
• Bilingual and biliterate in English and Spanish; and
• Advanced proficiency in Microsoft Office.

Skills and Abilities

Customer Service: Commitment to providing exceptional customer service to students, faculty, staff, and external constituents, ensuring their needs are met with professionalism and responsiveness;

Attention to Detail: A thorough approach to work, ensuring accuracy, precision, and high-quality output in all tasks; pays close attention to small details, minimizing the likelihood of errors and contributing to overall excellence;

Communication Skills: Effective interpersonal and written communication abilities to convey information clearly and concisely to students, faculty, staff, and external stakeholders;

Technology Proficiency: Proficient in utilizing various technologies, including office productivity software, learning management systems, and other educational technologies relevant to the position;

Adaptability/Flexibility: Ability to adapt to changing circumstances, handle ambiguity, and adjust priorities as necessary in response to evolving institutional needs or external factors;

Professionalism: Demonstrates tact and respect when interacting with others, maintaining composure under pressure; treats all individuals with consideration, regardless of their status or position; takes responsibility for actions and consistently follows through on commitments;

CBC Shared Commitments: Demonstrates a willingness to work with and support others in completing assignments, accepts constructive feedback, and cooperates with coworkers and supervisors; shows alignment with CBC Shared Commitments by treating others with respect, communicating and collaborating effectively, pursuing growth and learning, valuing and celebrating contributions, prioritizing wellness, and holding self and others accountable; and

Support for Diversity, Equity & Inclusion: Reflecting CBCs mission, vision and values, support initiatives that expand the human qualities that differentiate our workplace and educational setting; demonstrate and advocate an understanding of differences, open mindedness, compassion, sensitivity and interest in differing viewpoints given the diverse population and show a deep commitment to the involvement of colleagues, students and community members to student experience and success honoring freedom of expression as fundamental to personal, professional and organizational growth.

Terms of Employment

This position is a full-time, overtime eligible classified staff position. The typical work hours are Monday through Thursday from 7:30 a.m. to 5:00 p.m. and Friday from 7:15 a.m. to 12:15 p.m., however, must be available to work a flexible schedule when prior notice is given by the College. This position is available immediately.

Process Note

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

Additionally, pursuant to RCW 28B.112.080, applicants must declare whether they are the subject of any substantiated findings of sexual misconduct in any current or former employment or are currently being investigated for, or have left a position during an investigation into, a violation of any sexual misconduct policy at the applicant's current or past employer. By law, post-secondary education institutions cannot hire an applicant who refuses to declare the existence or non-existence of an investigation or findings subject to this statute.

Please note that selected interview candidates will be subject to supplemental testing that will measure skills and abilities related to this position (e.g., Communication, MS Office Simulation [Excel, PowerPoint, Outlook, and Word], Customer Service, etc.).

Conditions of Employment

In the interest of providing a healthy, safe and secure educational and work environment and in order to meet the requirements of federal legislation, it is the policy of Columbia Basin College to maintain an alcohol and drug-free workplace for our employees and students.

If you are hired, you will need to provide proof of identity and documentation of U.S. citizenship or appropriate authorization to work in this position as required by the Immigration Reform Control Act of 1986. Columbia Basin College is unable to sponsor or assume sponsorship of employment visas (e.g., H-1B) at this time. Applicants must be authorized to work in the United States for any employer without sponsorship.

CBC is an equal opportunity employer and complies with the letter and spirit of all federal and state laws. CBC encourages applications from qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or other legal protected characteristics. Candidates who need any accommodation in the application process or in employment should contact the Office of Human Resources.

Other Job Elements

The physical demands and work environment characteristics described below are representative of those that must be met and may be encountered by an incumbent when performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Physical Demands

While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach and manipulate objects. The position requires mobility including having the ability to move materials on a regular basis such as files, books, office equipment, etc. and travel between buildings on campus. Manual dexterity and coordination are required to operate equipment such as computer keyboard, calculator, and standard office equipment.

Working Conditions

Usual office working conditions. The noise level in the work area is typical of most office environments with telephones, personal interruptions, and background noises.

Union Clause

This is a bargaining unit position represented by the Washington Public Employees Association (WPEA). Internal promotional, transfer and voluntary demotion applicants who have skills and abilities to perform the duties of the position will be considered prior to consideration of other applicants.

MEDICAL/DENTAL INSURANCE

2026 PEBB Employee Enrollment Guide(Download PDF reader)

Eligibility

Permanent, seasonal and part-time employees as determined by WAC 182-12-114. Benefits also cover spouse or State-Registered Domestic Partner (SRDP), and qualifying dependents.

Effective date of coverage

First day of the month following date of employment. If the date of employment is the first working day of the month, coverage begins on that date.

Medical Plan Monthly Costs

Employees pay their portion of medical care costs through payroll deduction. The employee premium is based on the choice of plan and elected coverage for spouse or SRDP, and dependent children. *Medical plans are available by county of residence. The listed plans are available for employees who reside in Benton and Franklin counties.

2026 Employee Monthly Contribution by Family Tier

Kaiser WA Classic:

Employee Only: $141

Employee and Spouse/SRDP: $282

Employee and Child/Children: $247

Employee, Spouse/SRDP and Child/Children: $388

Kaiser WA Value:

Employee Only: $150

Employee and Spouse/SRDP: $300

Employee and Child/Children: $263

Employee, Spouse/SRDP and Child/Children: $413

Kaiser WA CDHP*(Consumer-Directed Health Plan):

Employee Only: $25

Employee and Spouse/SRDP: $50

Employee and Child/Children: $44

Employee, Spouse/SRDP and Child/Children: $69

Uniform Medical Plan (UMP) Classic, administered by Regence BlueShield:

Employee Only: $145

Employee and Spouse/SRDP: $290

Employee and Child/Children: $254

Employee, Spouse/SRDP and Child/Children: $399

UMP Select, administered by Regence BlueShield:

Employee Only: $82

Employee and Spouse/SRDP: $164

Employee and Child/Children: $144

Employee, Spouse/SRDP and Child/Children: $226

UMP CDHP* (Consumer-Directed Health Plan), administered by Regence BlueShield:

Employee Only: $57

Employee and Spouse/SRDP: $114

Employee and Child/Children: $100

Employee, Spouse/SRDP and Child/Children: $157

• Consumer-Directed Health Plans (CDHPs) are paired with a Health Savings Account (HSA).

All premium rates listed are as of January 1, 2026.

CDHPs are a type of insurance plan that has lower premiums, a higher annual deductible, and higher out-of-pocket maximum than traditional health plans. An HSA is a tax-exempt account that you and your employer, can deposit funds into on your behalf. For more information about CDHP, HSA, and traditional health plans, please visit https://www.hca.wa.gov/employee-retiree-benefits/public-employees/health-plans-health-savings-accounts-hsas.

Dental Coverage & Costs*

2026 PEBB Employee Enrollment Guide(Download PDF reader)

Columbia Basin College provides dental coverage at no monthly premium cost to the employee.

Benefit eligible employees have a choice of dental plans, including:

Uniform Dental Plan (Group 3000)

Preferred Provider Organization (PPO)

Administered by Delta Dental of Washington

DeltaCare (Group 3100)

Managed Care Plan

Administered by Delta Dental of Washington

Willamette Dental

Managed Care Plan

Administered by Willamette Dental

• Costs for dental services provided and coverage options vary based on plan selection.

Vision Coverage & Costs

2026 PEBB Employee Enrollment Guide(Download PDF reader)

Columbia Basin College provides vision coverage at no monthly premium cost to the employee.

Benefit eligible employees have a choice of vision plans, through MetLife Vision, Davis Vision by MetLife, or EyeMed.

• Costs for vision services provided and coverage options vary based on plan selection. Optical service frequency and hardware (glasses, contact lenses, etc.) vary depending on type of plan selected.

MEDICAL FLEX SPENDING ACCOUNT (FSA) & DEPENDENT CARE ASSISTANCE PROGRAM (DCAP)

https://www.hca.wa.gov/employee-retiree-benefits/public-employees/medical-flexible-spending-arrangement-fsa

The FSA and DCAP plans are optional plans offered by the College and the State of Washington. They are calendar year, pre-tax, spending programs you can use to set aside money for eligible expenses. Both plans are offered as payroll deductions and are administered by Navia Benefit Solutions.

The FSA allows you to use pre-tax money to pay for certain out-of-pocket medical expenses. An FSA can be used to cover qualifying expenses such as: chiropractic care, over-the-counter medicine, first-aid supplies etc. For a full list of qualifying expenses visit: Medical FSA eligible expenses (naviabenefits.com).

For 2026, FSA annual contributions can be between $120 minimum and $3,300 maximum. As a "use it or lose it" IRC governed plan, medical expense reimbursements can be requested for employee, spouse, or IRS eligible dependents. The Dependent Care Assistance Program (DCAP) allows you to save on child or elder care expenses (e.g. babysitting, daycare, in-home care for an older dependent incapable of self-care).

LIFE INSURANCE

2026 PEBB Employee Enrollment Guide(Download PDF reader)

Eligibility

Benefits eligible employees and spouse or SRDP, as well as dependents up to age 26.

Basic Coverage*

$35,000 Basic Term Life & $5,000 Accidental Death & Dismemberment (AD&D).

• Basic Coverage is employer provided at no cost to the employee. Life and Accidental Death & Dismemberment Insurance are administered by MetLife.

Supplemental Life and AD&D Coverage

Supplemental term life insurance coverage and/or supplemental AD&D insurance is available for employee and family at an additional cost to the employee.

LONG-TERM DISABILITY

2026 PEBB Employee Enrollment Guide(Download PDF reader)

Employer-Paid Plan*

Provides 60% of the first $400 pre-disability monthly earnings, reduced by any deductible income.

The minimum benefit is $100 per month, maximum benefit is $540 per month. Benefits begin after 90 days of disability or the period of accumulated paid leave, whichever is longer.

• Employer-Paid Coverage is employer provided at no cost to the employee.

RETIREMENT OPTIONS

Eligible employees participate in a Washington state-sponsored retirement plan through one of two administrators: the Washington State Department of Retirement Systems (DRS) or the Teachers Insurance & Annuity Association (TIAA). DRS administers the Public Employee Retirement System (PERS) and the Teachers Retirement System (TRS) plans. TIAA administers the State Board Retirement Plan (SBRP).

• Retirement plan options are determined by employee type and prior history in DRS-administered plans (PERS or TRS).

Administrative/Exempt PERS 3 or SBRP

Classified PERS 2 or 3

OPTIONAL BENEFITS (VOLUNTARY PARTICIPATION)

Program brochures and additional information available upon request.

• American Family Life Assurance Company of Columbus (AFLAC)
• Dependent Care Assistance Program (DCAP)
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• GET (Guaranteed Education Tuition) Program
• Homestreet Bank
• Liberty Mutual Auto/Home Insurance
• School Employees Credit Union (Benton & Franklin Counties)
• School Employees Credit Union of Washington
• Voluntary/Supplemental Retirement Annuities - TIAA-CREF (403b) & Deferred Comp Program (457)
• Washington State Employees Credit Union

MOVING EXPENSE REIMBURSMENT

Employees having to move to accept a position with the College may qualify for moving expense reimbursement when certain conditions are met.

REDUCED TUITION WAIVER PROGRAM

Employees can take most credit and non-credit classes at a reduced cost when space is available and certain conditions are met.

Credit classes

Permanent classified, faculty, adjunct faculty and administrative employees of CBC may take almost any credit class on a space-available basis if requirements and prerequisites have been met. The basic cost is $5.00, plus any fees associated with that class. Hourly and probationary employees are not eligible for this reduced tuition.

VACATION, SICK LEAVE, & HOLIDAYS

Vacation & Sick Leave

Classified staff, and administrative staff accrue vacation and sick leave at rates determined by their employer group. Employees represented by a bargaining unit should refer to their negotiated agreement for accrual rates.

Holidays

CBC observes the following holidays*:

New Years Day, Martin Luther King, Jr.s Birthday, Presidents Day, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day

• Holiday Observance and dates subject to change based on employment status, negotiated agreements, or College policy changes.

Personal Holiday

In addition to accrued vacation and college-wide holidays, classified and administrative staff may select one personal holiday each calendar year. Personal holidays are not cumulative and lapse at the end of each calendar year. A newly-hired classified staff member may not take the personal holiday during the first four months of employment.

Please Note: All information above is subject to change based on, but not limited to, employment status, legislative mandates, or College policy changes. *If an employee is transferring from another Washington State public agency or institution of higher education, benefits and leave may be transferable.

ABOUT THE TRI-CITIES AREA

About the Tri-Cities: tricityregionalchamber.com

Tri-City Development Council: TRIDEC

Tri-City Chamber of Commerce: http://www.tricityregionalchamber.com/

Tri-Cities Guide: http://tri-citiesguide.org/attractions-things-to-do.htm

Tri-Cities Visitor & Convention Bureau: http://www.visittri-cities.com/

All premium rates listed are as of January 1, 2026.

01

Please select the response from below that most closely matches your education.

• I have a high school diploma or equivalent
• I have an Associates degree or equivalent
• I have a Bachelors degree or higher

02

Please select the response from below that most closely matches your experience in assisting customers regarding inquiries, complaints or problems.

• I dont have any experience
• I have some but less than one (1) year
• I have one (1) year but less than two (2) years
• I have two (2) years but less than three (3) years
• I have three (3) or more years experience

03

Please rate your skill with Microsoft Office Products (Word, Excel, Power Point, Publisher).

• No experience with Microsoft Office Products
• Novice (type, edit, format, font, correspondence, and other documents; spell check, cut, copy, paste, change case, adjust indent)
• Intermediate (page set up, tables, labels, envelopes, footnote, endnote, tools, formulas, tabs)
• Advanced (macros, track changes, mail merge, break, hyperlink, forms, outline, graphics, data charts)

04

Describe your experience in providing excellent customer service (please include how many customers you served on a daily, weekly, or monthly basis). Please provide examples of assisting customers with inquiries, complaints and/or problem solving.

05

This position involves responding to student emails on a daily basis. Please reply to the following inquiry. Hello, Im interested in applying to Columbia Basin College. I recently graduated high school. Can someone help me with how to apply and how much it costs? Can I set up an appointment to talk about it? Thanks, Harvey

06

Are you bilingual and biliterate in English/Spanish?

• Yes
• No

07

This job requires considerable contact with a broad spectrum of people. What is your experience working with and for people of diverse backgrounds and share with us why you believe that experience is relevant to the work of this position?

Required Question

Employer Columbia Basin College (WA)

Address 2600 N. 20th Ave.

Pasco, Washington, 99301

Phone 509-542-4875

Website http://columbiabasin.edu/jobs