Customer Care Specialist

7 days ago

Sarnia, Ontario, Canada Lambton College Full time

Company Biography:


Located on the beautiful homeland that is the traditional territory of the Ojibwe, Potawatomi and Odawa First Nations, for over 50 years, Lambton College has been a ground-breaking institution.

Lambton College is a national leader in applied research, teaching methodologies, experiential learning opportunities and future-facing educational innovations.

With 13,000+ students from 20 countries around the world, two main campuses in Sarnia, Ontario, and a growing roster of more than 90 diploma, certificate and degree programs, Lambton College offers students flexible learning options with a broad range of programs and courses that incorporate elements of classroom, mobile, hybrid and accelerated educational alternatives.

Lambton College ranks #1 in Ontario and #2 in Canada for Research in 2020 in addition to maintaining a ranking within the top 3 Colleges for Research for five straight years.

At Lambton College, we're proud of where we have been, but more importantly, where we are going, together.

With Caring and Vitality as two of our core values at Lambton College, you know you'll be joining a team of passionate and fun colleagues.


Specific Accountabilities:

  • Front line team member responsible for receiving each customer inquiry through various virtual and inperson inbound channels and asking probing questions to determine the client's exact needs.
  • Responsible for coordinating service delivery within the Departmental Service Standards.
  • Assist with transactional requests.
  • Required to advise customers on a very wide variety of topics so must be very knowledgeable of all services, functions, policies, etc. of the College and in particular, the Office of the Registrar and Financial Aid Services.
  • Allocates tasks to work study and EBAT students and follows up to ensure completion of those tasks.
  • Responds to third party enrolment and education verification inquiries.
  • Other Duties as Assigned.

About the Position:

This is a temporary, full time support staff position, replacing a bargaining unit employee. This position will start in March 2023 and ends in April 2025. Working 35 hours per week at an hourly rate of $30.87 this role will report to the Associate Registrar.

The Customer Care Specialist is responsible for providing seamless service to students. Responsible for coordinating the resolution of all student inquiries and issues presented through various virtual and in-person inbound channels. Elevates issues or inquiries to the next level of service when required.

Responsible for transactional inquiries related to Admissions, Registration, Records, Transfer Credits, Student Financial Aid programs, and Convocation, while referring complex cases to the appropriate team member.

Provides back-up support to teammates during peak periods.

Qualifications:

  • 2 Year diploma or equivalent in Business Administration, Human Services or Office Administration
  • Minimum of three years' experience in a student services environment required
  • Minimum one years' experience in a Registrar's Office required
  • Experience in a customer service setting
  • Knowledge of MS Office Suite and student information databases
  • Proven customer friendly communication and interpersonal skills
  • Ability to use tact, diplomacy and judgement
  • Excellent problemsolving skills
  • Well organized with the ability to prioritize tasks as appropriate
  • Works well in a team environment
  • Conflict resolution skills

Closing Statement:

Lambton College is committed to an inclusive, barrier-free selection process.

If contacted regarding this competition, please advise the interview coordinator of accommodation measures you may require during our selection process.

Information received relating to accommodation needs of applicants will be addressed confidentially.

Salary:
$30.87 per hour

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