Part-time Customer Service Representative (12 months)

Please Note: If you are a current Algonquin College employee, apply to this job via the Workday application.

Department:
Research and Analytics (Julie Eaves)

Position Type:
Part-Time Support

Salary Range:
$23.60-$27.33-Hourly

Sc heduled Weekly Hours:
24

Anticipated Start Date:
June 28, 2021

Length of Contract:
12 months

Posting Information

This job posting is now accepting applications from all qualified individuals.

Posting Closing Date:
May 7, 2021

Please note: jobs are posted until 12:01 am on the job closing date.

Job Description:
As the first point of contact for AC Online, the Customer Service Representative (CSR) is an important resource to be utilized by the client throughout their tenure at Algonquin College Online.

This position provides customer service duties for Algonquin College Online (AC Online). The incumbent receives incoming telephone calls, responds to inquiries over the chat messaging portal, e-mails and walk-in inquiries, pertaining to a variety of general and specific questions about the AC Online, its programs and delivery options.

The incumbent will effectively use de-escalation techniques when necessary. They should be able to provide emotional support for distressed clients. Incumbent should be able to establish and resolve client concerns and properly escalate inquiries using a warm hand off. In carrying out these responsibilities, the incumbent makes decisions and performs a wide variety of customer service tasks.

In addition, the FSR must also provide information, perform clerical and administrative services related to registration, admissions; specific AC Online related activities, and general AC Online information. The primary goal is to provide, as much as possible, a one-stop service in the process of attracting, enrolling and retaining students. The FSR is responsible for providing assistance with training for all new full and part-time frontline staff.

The FSR must have extensive knowledge of and experience adhering to the Freedom of Information and Protection of Privacy Act in a professional setting due to the level of confidentiality and sensitive nature of the information handled on a daily basis. The incumbent should also be comfortable communicating online with clients, and should have formal experience with the online learning environment.

As the first point of contact, the FSR is responsible to set a positive, professional tone in all interactions with clients ensuring the Algonquin College experience is held to the highest possible standard.

Required Qualifications

Minimum one (1) year certificate in an Office Systems, Office Administration and/or Business Program; Formal customer service training;

Minimum one (1) year experience in;

Answering virtual client inquiries through telephonic software, shared email inboxes and client facing chat portal;

Experience and knowledge with AC Online programming and educational delivery;

Able to learn and retain common AC Online and College terminology and acronyms;

Minimum two (2) years experience in;

providing frontline information on the programs, courses and learning management systems typical of an online learning environment;

Previous experience de-escalating emotional clients and providing emotional support to distressed clients is preferred;

Incumbent should be able to navigate college CRM and SiS systems to resolve specific student inquiries;

Experience with triaging client inquiries to second-level support from academic and operational staff;

Experience in a high-demand client service environment, ability to manage competing priorities;

Explaining new concepts to clients and people who are new or returning to a digital learning environment;

Strong Assets Include;

Advanced knowledge of College technology (email, phone, business communication platforms).

Effective communication abilities, both written and spoken, using good judgement to determine different communication strategies with management, staff and clients;

Working in an environment with a high level of change and development is a strong asset.

• This position is paid at Pay band D – Comparator
• Vacancy is for P16985

This position is subject to the terms of the Part-time Support Staff Collective Agreement:

https://www.algonquincollege.com/hr/files/2019/06/2019-21-PT-Supp-Staff-CA_FINAL_EN.pdf

Algonquin College values diversity and is an equal opportunity employer. We offer an inclusive work environment and encourage applications from all qualified individuals. Internal candidates will receive first consideration based on qualifications. If you require accommodation during the recruitment process please contact the Human Resources department at [email protected]. While we thank all those who apply, only those to be interviewed will be contacted.