Welcome Centre Service Associate

Preference will be given to qualified full-time employees within the bargaining unit at Sheridan College. Should a suitable candidate not be found, external candidates will be considered.

Under the direction of the Manager Client Services, the incumbent provides a first point of contact for prospective students, their families, current students, alumni, staff and the general public for information about Sheridan College with the focus on programs we offer. This role is situated in a high traffic area in the Welcome Centre at the Davis campus. Every day the incumbent promotes the Sheridan success story as a higher learning institution of choice to prospective students and their families who walk into the Welcome Centre. Often the incumbent will provide the first impression of our college to a prospect/applicant. In supporting the Recruitment and Admissions Teams, the incumbent is involved in implementing reporting systems, assisting with the planning of on campus recruitment events and digital communications.

This position is a component of our enrolment strategy and a contributor to Sheridan’s public image.

What You’ll be Doing

Providing the first point of contact in a multi channel environment supporting prospective students, applicants and the general public that supports the customer service model for Sheridan and establishes a positive customer relationship;

Guiding and advising prospects, applicants and their influencers on general and/or program specific admission requirements, application processes, Sheridan curriculum and curriculum delivery, pathways, career opportunities and postsecondary education, both at Sheridan and in Ontario;

Responding to queries to determine the type of assistance required, elicits further information and provides explanations and clarification providing customer service for first contact resolution. As required may direct the client to the appropriate individual or department to facilitate resolution;

Promoting and instructing prospects, applicants and students on how to be self sufficient by using web enabled services especially Sheridan’s online self-service portals;

Creating, collecting, and maintaining statistics to track all visitors to the Welcome Centre including their client type, inquiry type, their response and where they were referred;

To enable optimum client service this includes: researching and working with each Sheridan unit that provides service to students and prospective students to map out all information and processes that involve students, student participation and student responsibility. Learning the information, and providing all information to the Centre team;

Participating as a team member in reviewing and responding to digital technologies such as email, text campaigns, social media activity;

Performing other duties as assigned

About You

You have a client service focus with an aptitude to make each interaction a positive experience for prospective students, applicants, and current students, providing consistently excellent customer service.

You enjoy balancing many different tasks and can prioritize multiple projects while staying organized.

You exercise sound judgement and your sharp problem-solving skills allow you to thrive in a fast paced, front facing role.

The successful candidate will also meet the following:
2-year diploma in Social Sciences, Business, Public Relations or a related field along with a minimum of 3-years practical experience an educational or business environment (or an equivalent combination of relevant education and experience).

Demonstrated computer skills and experience in Microsoft Office Suite.

Experience with student information systems (e.g. Peoplesoft, CRM) is preferred.

Knowledge of College application procedures, programs and services would be considered an asset.

Who We Are:
“Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2024: Galvanizing Education for a Complex World ( https://sheridan2024.sheridancollege.ca/ ), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community”.

For more information, visit: Why Work at Sheridan

Other Details

Campus Location: Davis (may be assigned activities at any Sheridan campus) once normal campus operations resume. This position is currently working remotely.

Reference #: 21/S/25

Employee Group: Support Staff

Payband: F

Hourly Range: $27.65 – $32.06

Hours: 8:30 – 4:30pm

Hours/Week: 35

Application Deadline: April 26, 2021

Sheridan is deeply committed to promoting diversity, advancing equity and fostering a culture of inclusion. Therefore, we invite applications from marginalized and equity-seeking groups. Persons with a disability may contact the Human Resources department to request accommodation at any stage of the recruitment process.

You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.