In advancing the Division of Students’ vision as ?Partners in Student Success’, the Service Representative is a key member the Admission Client Services team and the unit has a student centric focus. The primary role is to respond professionally, courteously and expeditiously to queries from prospective students, parents, alumni, Faculties, departments, other educational institutions, and the general public to enquiries related to admissibility to York University.The Service Representative provides potential applicants with admission information and responds to general questions about Faculties, service areas, and the University. The Service Representative provides accurate and timely information or assistance through a variety of communication channels (e.g., telephone, in-person, live chats, e-mail, etc.). The incumbent accurately disseminates general, detailed, and at times, complex information regarding policies, procedures, rules and regulations and adheres to privacy legislation when responding. The incumbent refers to a variety of sources to obtain information (e.g., Undergraduate and Graduate Calendars, Lecture Schedules, the Student Information System (SIS), the Internet/Intranet, etc.) and refers those who require additional information to the appropriate offices. This position requires a service-focused professional who treats members of the community with respect, values their time, strives for personal best, and, collaborates to improve service experiences for all.
High School diploma with a minimum of two (2) years’ university level education OR an equivalent related post-secondary education OR an equivalent of at least two (2) years recent experience (defined as within the last three years) working at York University and performing the same or similar tasks, in addition to the experiential requirements outlined below will also be considered.
2 years’ recent and relevant related experience dealing with high volume enquiries that are detailed and/or complex and reference regulatory information. Previous experience within a call centre and/or line management technology (e.g. Avaya Aura and QMatic) environment and experience within a post-secondary academic environment and knowledge of post-secondary educational systems preferred.
Demonstrated skills/abilities in the following areas:
Excellent communication skills verbal and written to provide information in a clear concise manner. Excellent analytical and problem-solving skills to evaluate, interpret, and synthesize information from multiple sources. Effective interpersonal and public relations skills including culture and inclusivity awareness. Ability to listen to enquiries and solicit appropriate reason for the contact.
General procedural advising & counselling skills. Accurate data entry skills and attention to detail. Familiarity with large database systems. Web searching/navigation skills to research information (e.g., Internet. intranet, databases). Excellent organization skills. Ability to exercise good judgement. Working effectively under pressure and high volume. Flexibility and performing as a team player. Maintaining confidentiality and privacy. Willingness to learn new information and new technology. Lifting and bending. Basic Word Processing (e.g., MS Word). Basic Spreadsheets (e.g., Excel). Demonstrates, shares and lives our divisional values: Respect, Excellence, Innovation, Collaboration, Accountability, Care and Inclusion. Demonstrated experience and success in providing and/or creating conditions for service excellence for a variety of stakeholders such as students, faculty, clients, customers, colleagues, users, etc. Anticipate new incident and recommend escalation techniques and resolutions to continually improve client satisfaction. Identify client needs and appropriate responses and actions.Demonstrates commitment to the values of Student Success: Collaboration, Care, Accountability, Respect, Innovation, Inclusion and Excellence.
Please note: This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and/or international equivalents at the time of interview.
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