Service Representative 35 views


Purpose:
The Service Representative will be a key member of the Customer Service Team that supports student success. A vision that is student focused and creates a culture of satisfaction. The Service Representative is committed to providing excellent student service. The Service Representative provides accurate and timely services to current and past York students as well as to the York community in writing, via telephone, fax, e-mail and in person. The Incumbent accurately disseminates general, detailed, and at times, complex information regarding policies, procedures, and rules/regulations as they relate to the Office of the Registrar and Student Financial Services. The Incumbent refers to information contained within various resources both hard copy and electronic to research and retrieve information. The Service Representative works independently to support the client service initiative of the University, and responds professionally and courteously to queries from students, prospective students, parents, alumni, Faculties and departments, other educational institutions, and to the general public. The Incumbent determines when clients need to be referred to other parties and, if necessary, arranges appointments with the appropriate representatives within the University.

Education:
High School diploma with a minimum of 2 years’ post-secondary education, preferably at the University level.

Experience:
Two (2) years’ recent related experience, answering a high volume of regulatory and procedural detailed & complex enquiries with a resolution focus, both verbally and in writing, including accurate on-line data-entry using a large computerized records system in a comparable customer service environment. Previous experience within a post-secondary academic environment preferred.

Skills:
Demonstrated skills/abilities in the following areas: Excellent interpersonal skills, listening skills, cultural awareness, good written communication skills and oral communication skills to gather and analyse information to provide an appropriate response in a clear manner. patience. analytical skills to retain and provide the appropriate regulatory/procedural information. exercising good judgement (the ability to handle situations that are not typical). attention to detail. working effectively under pressure of high volume time management skills. Willingness to learn new information in a fast changing environment including new technology. flexibility and performing as a team player. maintaining confidentiality. Lifting and bending. Proven excellent attendance and punctuality required.Basic Word Processing preferably MS Word. Basic knowledge of spreadsheets preferably Excel. Web searching/navigation tools to research information via the Internet electronic mail. Experience with call centre communication software e.g. Avaya Aura and line management system an asset e.g. QMatic.

Additional Notes:
Demonstrated commitment to the values of Student Success: Collaboration, Care, Accountability, Respect, Innovation, Inclusion and Excellence.

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