Customer Service Representative

Department: Student and Learning Services
Campus: Barrie
Classification: Support Staff
Posting Date: September 27, 2022
Salary Range: $22.74 - 26.43 / hour
Hours: 35 hours per week
Status: Full-Time
Effective Dates: December 5, 2022 - December 1, 2023

THIS IS A TEMPORARY REPLACEMENT POSITION FOR A BARGAINING UNIT EMPLOYEE. Terms and conditions of employment are as outlined in the Support Staff Collective Agreement.

Reporting to the Operations Manager of Accessibility and Wellness Initiatives, the incumbent provides reception and information to clients and is responsible for the front desk operations of Student Success Services, which includes co-operative education, career success, counselling, and accessibility services. In addition, the incumbent provides administrative support to the Centre. Specific duties include, but are not limited to:

• Providing reception, scheduling, and information services to clients / visitors which includes but is not limited to:
o Acting as the initial point of contact (phone, email, electronic and in-person) to answer inquiries, provide general information, and connect clients to resources and / or services
o Assisting in dealing with urgent situations for virtual and in-person drop-in clients who may be in distress and / or in crisis by assessing the situation and connecting them with the appropriate service or accessing assistance (i.e. on-call counsellor, Good2Talk, etc.) if a Georgian counsellor is not available
o Conducting a preliminary screening of the client needs to determine the urgency and providing a warm transfer to the appropriate service provider
o Scheduling client appointments using the department's main case management system (currently Clockwork and GeorgianConnects/Orbis) and following up with clients if rescheduling is necessary
o Coordinating workshop and small group registration in the department's case management system
o Providing information and assistance to employers by answering inquiries regarding GeorgianConnects account registration / job posting processes, and scheduling employer on site and virtual interviews which includes greeting candidates and hiring managers, preparing the physical or virtual interview space, and other related tasks
o Ensuring the reception area is always tidy, comfortable and inviting, that coffee is refreshed for visitors as required, and coordinating the flow of appointments (i.e. alerting staff if they over-run a session) to ensure effective and efficient services are provided
• Providing office administration support to the Department which includes but is not limited to:
o Creating and maintaining client files by entering new client data and updating existing files on various databases (i.e. Clockwork)
o Providing general clerical support: ordering and maintaining office supplies, uploading and filing confidential documents, photocopying, typing presentations, mail, and preparing reports using various systems (i.e. student information system)
o Maintaining the Department's publications such as Quick Tip Sheets, Customer Service policies and procedures, and advertising / marketing of centre events
o Demonstrating the use of new equipment or systems and troubleshooting computer / printer issues
o Working with external providers to schedule student psychoeducational assessments, accessibility and medical appointments
o Issuing and tracking of accessible lockers and chairs required for students on campus

QUALIFICATIONS:
• Successfully completed a one-year postsecondary certificate in a relevant field of study that may include but is not limited to office administration, business, or human services
• Two years of office experience in a frontline reception and customer service role providing information, assessing needs, scheduling appointments and performing general office duties
• Demonstrated ability to address crisis situations, or clients in distress, in a frontline reception role
• Experience working with individuals who are looking for services and programs to assist them, preferably a diverse student body in a postsecondary environment
• Experience using the Microsoft Office Suite (Word, PowerPoint, Outlook)
• Conflict resolution, problem solving, customer service and communication skills
• Ability to provide information and direction to clients with good judgment and diplomacy
• Organizational, time management, planning and coordination skills with the proven ability to deal with numerous demands and determine priorities while attending to constant interruptions
• Working knowledge of the Freedom of Information and Privacy Act and Personal Health Information Privacy Act with the ability to maintain confidentiality when receiving requests to release information or handling student documentation
• Demonstrated knowledge of Human Rights Legislation and the Ontarians with Disabilities Act
• Ability to work independently as well as within the customer service team
• Ability to work non-traditional hours
• Experience using a case management software (Clockwork), Student Information systems (Banner), Learning Management Systems (Blackboard) and / or adaptive software would be considered assets

Georgian College supports diversity, equity and a workplace free from harassment and discrimination. Georgian College is committed to an inclusive, barrier-free recruitment and selection process and workplace. If you are contacted to participate in the recruitment, selection and/or assessment process, please advise the interview coordinator of any accommodations needed with respect to any materials or processes used to ensure you have access to a fair and equitable process.
Alternate formats will be provided upon request throughout the recruitment and selection process.

APPLY NOW:

To be considered for this position, please visit our website at www.GeorgianCollege.ca and apply by navigating to About Us and then to Career Opportunities.

Applications for this position must be received by 11:59 p.m. on October 3, 2022. While we thank all applicants, only those contacted for an interview will be acknowledged.

Category

Customer Service and Support