Enrolment and Learner Services Assistant

Date Posted: 04/09/2021
Req ID: 3672
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)

Description:

About us:

The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 800 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, and live their best lives. Courses are delivered by our team of 800 instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning.

Complementing our academic offerings are our English Language Program and a professional Comparative Education Service for learners seeking to have international credentials assessed in Canada.

Your opportunity:

The Enrolment and Learner Services team in School of Continuing Studies (SCS) is responsible for providing frontline assistance to current and potential learners and clients, offering well-informed guidance and clarity around SCS programs and services.We believe in promoting an environment of superior client service, based on our working principles of respect, teamwork, effective communication, trust and efficiency. We interact with a broad and diverse population, acting as the gateway to SCS, and responding to all inquiries, triaging issues and escalating when appropriate in a complete and timely manner.

Under the general supervision of the Manager, Enrolment and Learner Services, you will be the first point of contact for general information requests received through the School’s main telephone line, emails, live agent and walk-in services. You will be responsible for responding with accurate and relevant information in accordance with established School policies, to help support and encourage a positive SCS experience.

Your responsibilities will include:

• Responding to enquiries through the School’s main telephone line, emails, live agent and walk-in services
• Checking completeness of applications
• Receiving and passing on application documents for review
• Applying established standards when confirming eligibility
• Maintaining information on digital platforms

Essential Qualifications:

• College Diploma (2 years) in Business Administration or acceptable combination of equivalent experience
• Minimum two years of recent high volume front line customer service experience in a call center servicing a highly diverse population, preferably in an adult education environment.
• Experience performing high volume data entry.
• Experience with registration processes/ or very similar process; experience handling fees.
• Experience working with confidential information.
• Intermediate proficiency in Microsoft Office Suite, database entry/editing, experience in online communication systems (web browsers, live chat/instant messaging and social media platforms)
• Strong front- line customerservice skills within a high volume intake environment.
• Excellent organizational, multi-tasking and time-management skills and the ability to appropriately prioritize tasks.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice; Ability to ask probing questions and diffuse tense situations.
• Must be a highly motivated and energetic individual who enjoys the challenge of working in a dynamic, fast-paced environment and within a cohesive team structure
• Strong data entry skills, with meticulous attention to detail; precision and accuracy are necessary.
• Ability to deal knowledgeably, tactfully, courteously, patiently and professionally with a wide range of individuals from diverse backgrounds.
• Demonstrated ability to manage a heavy workload and meet deadlines.

Assets (Nonessential):

• Familiarity with LME applications and e-commerce/registration systems (e.g. Destiny One®).
• Familiarity with University of Toronto policies and procedures.
• Familiarity with SCS offerings.
• Experience in a cost recovery educational setting.

To be successful in this role you will be:

• Articulate
• Communicator
• Courteous
• Multi-tasker
• Patient
• Problem solver
• Procedural

Closing Date: 04/26/2021, 11:59PM ET
Employee Group: USW
Appointment Type: Budget – Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 – $48,650 with an annual step progression to a maximum of $62,214. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial

• Overtime on weekdays
• Those invited for an interview may be provided with a full job description upon request.

Recruiter: Meagan White