The CPTC Central Specialist supports the CPTC mission by providing excellent customer service to all stakeholders, in addition to one-on-one services as needed. This position is responsible for answering the college phone system, and greeting and providing information and general instructions to the public, students, and employees of the college. This position will assist all Student Services departments to ensure customers receive services in a timely manner.

Clover Park Technical College celebrates the many individuals that make up our community and embraces the opportunity to learn from both our differences and similarities. CPTC values equity and respect. We seek to create an environment of innovation and excellence and focuses on student success, lifelong learning, and social responsibility.

The CPTC Central Specialist is an overtime-eligible position.

This position has been designated as a bargaining unit position represented by Clover Park Federation of Classified Employees Local 4789.

Duty: Customer Service

• Provide excellent and positive customer service following the CPTC customer service model, use active listening and strong written and oral communication skills.
• Answer the College phone system (operator option), direct calls as needed, and return operator voice messages.
• Inform and assist students, staff, faculty, and the public with information and general processes related to getting started at Clover Park Technical College; i.e. CPTC program info and requirements, high school completion options, campus tours, and other programs and services, in addition to necessary forms and next steps.
• Independently resolve problems and response to a large volume of inquiries via face-to-face, phone, fax, chat, virtually, and email about Admissions, Student Aid & Scholarship, Workforce Development, Outreach, Advising, Class Schedule, and other general campus services and processes.
• Refer/direct customers to appropriate staff and departments within the college when necessary.
• Instruct and demonstrate to students, staff, faculty, and public the use of the college website and student/employee portals, including all online functions and general information.
• Triage students in all Student Services departments to ensure quick and timely assistance to customers.
• Keep up to date in services, processes, policy changes to ensure information provided is current.

• Review college website to ensure up to date information and submit tickets for edits as needed.
• Create marketing materials and update lobby reader board with important events.
• Assist with student call campaigns as needed.
• Maintain the college resource list.
• Daily distribution of college mail.
• Support coverage of Advising and Counseling front desk as needed.
• Guide and assist students in completing each of the CPTC’s getting started steps.
• Instruct and demonstrate to students, staff, faculty, and public the use of student and instructor portals, including all online access and functions; online registration, admissions, FAFSA application, etc.
• Assist students in using and understanding class catalog and class scheduling.
• Schedule student appointments as needed for Student Services departments; i.e. Entry Services and Student Aid & Scholarship.

• Train and supervise work-study employees to perform necessary tasks and adhere to CPTC customer service model.
• Contribute to and learn about the College’s strategic plan, core themes, divisional goals, and EDI work.
• Projects and/or tasks as assigned by the supervisor.
• Attend professional development opportunities and trainings as requested by supervisor.
• Attend college, division, and department meetings and activities as requested by supervisor

• High School Diploma
• Two years of experience in customer service
• Two years of office/clerical work experience.
• Intermediate proficiency with computer software applications such as Outlook, Word, and Excel.
• Experience using a multi-line telephone system.
• Experience in higher education student services; i.e. admissions, registration, advising, funding options, class scheduling, etc.

• Associate’s degree or higher.
• Experience using a Student Management Systems (SMS, PeopleSoft, FAM, etc.).

• Complete application
• Upload resume
• Upload cover letter describing your skills and experience and how they relate to the minimum and preferred qualifications
• Complete Supplemental Questions