Requisition Details

Support Staff Full-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 Welcome Desk Assistant provides a wide variety of front-line customer service and operational functions to students and faculty at the downtown Kitchener campus. The Welcome Desk Assistant assesses student and faculty needs and effectively triages their inquiries to the appropriate area within the College to support an excellent campus experience.

The successful candidate will be required to conduct work within Ontario and must be available to work on-site five days per week in Kitchener, at 1 Young Street.

Responsibilities:

• Provides customer service as a front-line staff member to students and faculty
• Answers questions and provides referrals to the appropriate staff/advisor/area at the College for detailed support
• Uses tact and discretion along with problem-solving skills to resolve any client issues or complaints
• Provides guidance and support to students and faculty experiencing problems accessing or obtaining information and services and refers to the appropriate service or program area for resolution where appropriate
• Refers students to online booking system to schedule appointments with Student Success Advisors, International Student Advisors, International Transition Coordinators, Career Service Advisors, etc.
• Acquires knowledge and remains current on College programs and courses, including basic requirements for admission or transfer to support prospective students and students interested in second/subsequent programs
• Maintains up-to-date knowledge of College policies, procedures, practices, forms, and documents
• Supports students access to ancillary services on campus (i.e., ONE Card, parking permits, Bookstore, etc.)
• Assists faculty members with queries and support related to the Test Centre and booking meeting spaces
• Understands applicable privacy and confidentiality policies as they apply to students and faculty (i.e., FIPPA)
• Observes and reports on operations maintenance and submits work requests for on-campus issues
• Maintains communication with Safety & Security Services to report any on-campus issues/concerns
• Supports communicating information using tools such as campus-specific Teams, SharePoint, and e-Conestoga
• Monitors and orders office supplies and completes meeting room bookings to ensure compliance with guidelines
• Collects data, monitors trends, and patterns, identifies key issues and targets continuous improvements; Liaises with Campus Administration team to solve key issues
• Communicates necessary information to the Campus Manager regarding campus related concerns from faculty and students
• Provides clerical support for the Campus Manager
• Provides coverage of administration duties (i.e., room bookings) for other staff during vacation/absence periods

Qualifications:

• Two-year Diploma in Office Administration, Business, Arts/Humanities, Social Sciences, or a related field of study is required
• Minimum of two years practical experience in customer service and front-line support is required, preferably in an educational setting
• Strong understanding of policies and procedures for post-secondary, continuing education, and apprenticeship programs
• Demonstrated experience in working with and supporting a diverse student/faculty population
• Possesses sensitivity, compassion, and a student-centred approach to all interactions
• Ability to work effectively under pressure with frequent interruptions
• Mental Health First Aid training would be considered an asset
• Ability to work collaboratively within a team environment
• Works independently using initiative to organise workload and deal with changing priorities
• Excellent knowledge of Word, Excel, OneNote, Teams, and SharePoint

#LI-POST