Requisition Details

Support Staff Regular Part-time New Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The College Service Representative is an integral member of the Registrar’s Office team and is the first point of contact for the online chat system, AskMe and Customer Feedback email inboxes, for all members of the Conestoga College community. The College Service Representative will assist students/clients requesting service from the Registrar’s Office, including Student Fees, Students Records, Student Financial Services and Domestic Admissions. They will assist College wide departments, including the academic areas, Student Success, International Education and Human Resources, by evaluating each enquiry, providing resources and triaging the inquiries to the appropriate area.

The College Service Representative maintains a working knowledge of all campus resources and services to effectively refer to these services quickly and in real time. They are also responsible for updating the College wide directory, providing up to date contact information, in collaboration with Human Resources, maintaining the highest confidentiality regarding college staffing and departmental changes. They serve the College community adhering to all relevant College and Ministry procedures, including Freedom of Information and Protection of Privacy Act (FIPPA).

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement, working remotely, with on-site days scheduled in advance.

Responsibilities:

• Respond to all inquiries received through email, and electronic chat systems regarding college programs, courses, events and a broad range of questions, and information related to a number of College Services
• Assist clients and students in locating information on the college website and navigating the student portal such as: Ancillary services information, IT Information, and residence/housing information
• Provide general information on various different College Services and provide website and portal wayfinding to students/clients
• Assist clients in navigating the international education services, guidelines, and admission cycles
• Develop a working knowledge of the Registrar’s Office and International Education academic cycles and information such as: application processes, fees and return policies, credit transfer processes, Ontario Student Assistance Program (OSAP), and the program withdrawal/refund process
• Refer clients to the correct services through guided discussion and assessment
• Review of emails located in the “AskMe" and “Customer Feedback” folders which includes responding to or transferring the email to the appropriate department
• Support IT in resetting passwords for access to the student portal
• Support and maintain the College wide directory, ensuring its accuracy by updating the public facing version through the administrative portal – this includes liaising with department heads, IT Solutions, Design and Delivery, as well Human Resources
• Performs other duties as assigned

Qualifications:

• Two-year Diploma in Communications, Marketing, Business, Office Administration or a related field is required
• Two years of related practical experience in the field of customer service, marketing, public relations, sales or call centre, including the use of email and online communications and other tools; preferably in a post-secondary setting
• Ability to work well in a team environment, as well as independently
• Intercultural communications Skills
• Superior interpersonal and team skills and the ability to communicate professionally, tactfully, and diplomatically
• Strong ability to build rapport with international students
• Good organizational and time management skills
• Demonstrated ability to work under pressure and in demanding situations
• Ability to multitask
• Excellent conflict management and problem solving skills

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