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Employee Group: Part-time
Faculty/Department: Faculty of Continuing and Professional Studies
Campus: Davis (May be assigned activity at any Sheridan campus)
Reference Number: 18/PT/68
Rate of Pay: $20.16
Hours: Monday to Thursday 8:30 a.m. - 3:00 p.m.
Application Deadline: Open Until Filled
Under the direction of the Associate Dean, Special Funded Programs, the incumbent provides a first point of contact for prospective students, current students, staff and the general public for information about Sheridan’s special funded programs including Academic Upgrading, LINC, ELT, OSLT, Dual Credit and School Within a College. This role is situated in a high traffic area within the Continuing and Professional Studies offices. The incumbent oversees the delivery of front-line telephone, email and in-person support through the provision of time-sensitive, accurate and general information.
Specific Responsibilities Include:
- First point of contact and resolution for all incoming communications (visits, emails, phone calls, etc.) from students, faculty and the general public; escalation to Program Officer and Project Manager as required;
- Assisting students with program admissions information;
- Assisting with pre-registration procedures and other activities associated with the start-up of each semester by preparing packages of materials:
- Analyzes the clients’ needs to deliver an informative and persuasive response;
- Responds 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;
- Promotes and instructs prospects, applicants and students on how to be self sufficient by using web enabled services especially Sheridan’s online self service portals;
- Exercises discretion, independent judgment and problem solving to assess applicant and prospects needs and situations:
- Creates, collects and maintains statistics to track all visitors to the office including their client type, inquiry type, their response and where they were referred;
- Creates spreadsheets for reporting purposes, analysis and planning;
- Analyses data with the intent to document trends, patterns, common questions and issues and reports them to the manager;
- Communicates inconsistencies of information acquired through the questioning of clients to the Manager;
- Supports the creation, maintenance and ongoing development of the informational documents needed for the first point of contact for special funded programs prospective students, applicants and general public;
- This includes:
- Researches and works with each funded program unit that provides service to students and prospective students to map out all information and processes that involve students, student participation and student responsibility;
- Liaises with each area on a bi-weekly basis to stay abreast of all new developments and to ensure all updates and changes are documented
- Reviews materials regularly to ensure that information is up-to-date;
- Participates in the collaboration of information sharing to foster excellent customer service.
The successful applicant must have:
- A minimum of two-year post-secondary education in Office Administration, Business or related field; or equivalent combination of education and experience.
- A minimum of three years of practical experience in an office environment including experience with computer and word processing software.
- Dynamic customer service skills with the ability to work efficiently and collegially in a fast-paced, multi-tasking environment is essential.
- The ability to work under minimal supervision while effectively managing time, meeting deadlines and adapting to changing priorities.
- Proficiency with various software programs, such as MS Office (Word, Excel, Access and PowerPoint), and Outlook.
Please apply online: https://careers-sheridancollege.icims.com
Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process. At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.
Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.