KBTC Customer Service Associate, PTE 1

 

Salary
$16.12 Hourly
 
Location
Tacoma, WA
 
Job Type
Full-time
 
Department
KBTC Public Television
 
Job Number
201500208
 
 
Closing
10/5/2018 11:59 PM Pacific

Summary

Position is the first point of contact for Bates and KBTC customers at the Central/Mohler Campus.  This position ensures customer satisfaction by listening to customers, analyzing their concerns and solving their problems using a variety of online tools and resources. This position also operates a multi-line telephone system, responds to customer inquiries via email, greets and provides service for walk-in customers, and supports the membership and programming areas with the overall objective of maintaining a professional customer-oriented environment.  This position provides administrative support for the membership department by processing payments on the phone and through the mail, developing and circulating membership communications and maintaining web-based resources.  Participates collaboratively and professionally with other faculty and staff to promote the general well-being of the department and the college, and collective and individual interest of its staff and student body. Support and seek always to fulfill the guiding expectations of the college embodied in the mission and vision.

Essential Duties

 

  • Answer multi-line telephone for KBTC and Bates Technical College; respond to customer inquiries and solve the majority of the issues without transferring to others on team.  
  • Review and respond to daily messages received on voice mail system. Provide timely and appropriate responses to email messages sent to front desk and membership inboxes.
  • Provide timely and appropriate station program information in response to telephone, email and written inquiries.
  • Update member database with demographic, financial and profile information; maintain ongoing data entry tasks in donor database; update members' records in response to member requests on the phone, in person and via email.
  • Provide support to Development Department with duties that include but are not limited to: creation and mailing of donor acknowledgement letters and emails, preparation and mailing of pledge bills and program guides, updating of member data, which could include name(s), change of address, phone number(s), payment and credit card information; and opening of fundraising related mail including the sorting and handling of checks and customer service communications per established processes.
  • Provide support to Development Department events with duties that include but are not limited to: creating and distributing event invitations through the mail, web and electronically, producing name tags, tracking event attendance in database and staffing events as needed; participates in trainings on procedure and other issues.
  • Produce regular reports on customer service issues and volume of inquiries to the Development Department and KBTC.
  • Review and support KBTC and Development web presence for programming, donation and event information.
  • Assist in researching and tracking program streaming rights.
  • Assist in creating and distributing monthly electronic newsletters including content creation, proof reading and electronic distribution.
  • Receive and sign for delivery of packages and mail from US Mail, UPS, FED EX and Bates Technical College and notifies building staff of deliveries.
  • Maintain tracking log of phone calls received and of staff arriving and leaving KBTC.
  • Maintain tracking log of building access cards/keys for volunteers and hourly staff.
  • Greet staff, faculty, students, guests and vendors. 
  • Monitor building access to ensure access by authorized persons-only and participates in safety trainings.
  • Answer questions of walk-ins requesting information regarding Bates Technical College.
  • Maintain the general appearance of television station reception area to reflect a professional, friendly environment. 

Other Duties
Please note this job description does not cover or contain a comprehensive listing of activities. Additional duties and responsibilities will be assigned as deemed necessary to meet college needs.

 

Qualifications

Minimum Qualifications

  • High school diploma or GED
 
Allowable Substitution
If necessary, alternative combinations of education and experience may be evaluated by the Human Resources Office for comparability.  
 
Preferred Qualifications
  • Associate degree or technical degree
  • Two (2) years of experience resolving customer service issues Experience working for a non-profit organization
  • Experience in Microsoft Office

 

Supplemental Information

Bates Technical College reaffirms its policy of equal opportunity and does not discriminate on the basis of race, ethnicity, color, national origin, creed, religion, sex, sexual orientation, gender identity, age, marital status, disability, or status as a disabled veteran or Vietnam era veteran in its programs and activities in accordance with college policy, and applicable federal and state statutes and regulations. Bates publications are available in alternate formats upon request by contacting the Disability Support Services Office at 253.680.7010. Inquiries regarding Bates' non-discriminatory policies, including Title IX and ADA, should be directed to: For student and employee matters, the Human Resources department at 253.680.7181, Downtown Campus A326.

Special Conditions

  • Following date of hire, a background check including criminal record history will be conducted. Information from the background check will not preclude employment but will be contingent in determining the employee's suitability and competence to continue to perform in the position.
  • This position has been designated as a bargaining unit position represented by Bates Technical College local union.

 

 

Medical/Dental Plans
 
Medical Plans
 
Employees pay a portion of their medical care cost through payroll deduction. The employee premium is based on the choice of plan and coverage for eligible dependents. Vision is covered under the medical plan.
 
KBTC Customer Service Associate, PTE 1 description image 
Dental Plans
 
Bates provides dental coverage at no monthly premium cost to the employee. Benefit eligible employees have a choice of dental plans. Options include:
 

  • Uniform Dental Plan - Preferred Provider Organization
  • DeltaCare - Managed Care Plan
  • Willamette Dental - Managed Care Plan

Retirement Plans
 
Faculty and Exempt Positions
 
Faculty have to choose between either the State Board Retirement Plan (SBRP), also known as TIAA or Plan 3 of the Teachers Retirement System (TRS). Click here to compare the two plans.
 
Exempt have to choose between either the SBRP or Plan 3 of the Public Employee Retirement System (PERS). Click here to compare the two plans.
 
SBRP (TIAA) is a defined contribution plan with the following contribution rates:
  • Employee Contribution: Under 35: 5% of gross salary; 35-49: 7.5% of gross salary; 50 & over: 10% of gross salary
  • Employer Contribution: Under 35: 5% of gross salary; 35-49: 7.5% of gross salary; 50 & over: 10% of gross salary
 
TRS Plan 3 is a defined benefit and a defined contribution plan with the following contribution rates:
  • Employee Contribution: Varies from 5% to 15%
  • Employer Contribution: 13.13% of gross salary
 
PERS Plan 3 is a defined benefit and a defined contribution plan with the following contribution rates:
  • Employee Contribution: Varies from 5% to 15%
  • Employer Contribution: 12.70% of gross salary
 
Classified Positions

Classified employees have to choose between either the Plan 2 or Plan 3 of the Public Employee Retirement System (PERS). Click here(Download PDF reader) to compare the two plans.

PERS Plan 2 is a defined benefits plan with the following contribution rates:
  • Employee Contribution: 7.38% of gross salary
  • Employer Contribution: 12.70% of gross salary

PERS Plan 3 is a defined benefit and a defined contribution plan with the following contribution rates:
  • Employee Contribution: Varies from 5% to 15%
  • Employer Contribution: 12.70% of gross salary
 
Employee and employer contributions to applicable retirement plans are mandatory. The amount of the deduction and contribution are dependent upon the retirement plan chosen and may vary by current contribution rates in effect.
 
Term Life Insurance
 
Bates provides $35,000 basic life insurance for death from any cause and $5,000 basic accidental death and dismemberment at no cost to the employee. Employees can enroll in additional low cost life insurance for themselves and dependents.

 
 
Long Term Disability Insurance (LTD)
 
Bates provides a basic LTD insurance plan at no cost to employees. The basic plan pays a maximum of $240 per month after 90 days of total disability. The optional LTD plan pays 60% of the first $10,000 of monthly salary, reduced by any deductible income such as social security or retirement benefits. Employee cost is dependent upon benefit waiting period chosen.
 
 
Other optional benefits
 
AFLAC
Flexible Spending Arrangement
Dependent Care Assistance Program
Voluntary Employees' Beneficiary Association
American Fidelity – Short-Term Disability
Fully Effective Employees – Employees Assistance Program
Guaranteed Education Tuition
Deferred Compensation, Section 457 Plan
SBVIP, 403(b) Plan
 

 
Leaves and Holidays
 
Vacation
Eligible exempt and classified employees accrue annual leave at rates determined by their employee status, ranging from 7 to 16 hours per month when eligible.
 
Sick Leave
Eligible classified, faculty, and exempt staff accrue sick leave monthly. Employees represented by a bargaining unit should refer to their negotiated agreement for sick leave rules and accrual rates.
 
Holidays
Bates observes the following holidays/non-work days:
Independence Day, Labor Day, Veterans' Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve Day, Christmas Day, New Year's Eve Day, New Year's Day, Martin Luther King, Jr. Day, Presidents' Day, Friday of Spring Break, Memorial Day
 
Personal Leave/Family Leave
In addition to vacation and sick leave, eligible employees receive personal and family leave each fiscal year at rates determined by their employee status
 
 
Please Note: All information above is subject to change based on, but not limited to, employment status, legislative mandates, or College policy changes.

 

Agency

Bates Technical College

Address

1101 S. Yakima Ave.

Tacoma, Washington, 98405-4895

Phone

(253) 680-7181

 

 

 

If your organization would like to be added to our contact list for future job openings so you can refer qualified applicants, please email us with your contact information at jobs@kbtc.org

 

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