Contact Centre Information Specialist

3 weeks ago

Oakville, Canada Sheridan College Full time

Reporting to the Manager of Client Services, Office of the Registrar, the Post-Secondary Contact Centre Information Specialist delivers front-line telephone support and e-communications with the provision of time-sensitive, accurate registrarial and general College information for all components of the student life cycle to support enrolment and retention. The incumbent is a primary contact for prospects, applicants, students and alumni seeking information on the Sheridan lifecycle. As such the Contact Centre Information Specialist is often the first point of contact with prospects and applicants and is influential in the initial experience with Sheridan. The Contact Centre Information Specialist is responsible for maintaining and assimilating currency of a vast knowledge base for the efficient and accurate resolution of inquiries. The Contact Centre team of Information Specialists are part of a fast-paced client service environment responding to a large volume of inquiries daily.

What You’ll be Doing

Providing the first point of contact in a multi-channel environment supporting prospective students, applicants and the public that supports the customer service model for Sheridan and establishes a positive customer relationship;
Promoting and instructing prospects, applicants, and students on how to be self-sufficient by using web enabled services, especially Sheridan’s online self-service portals;
Accessing, investigating, and interpreting student/applicant inquiries in an accurate and timely manner, (found in either a paper or computerized format) and communicating the appropriate response to the client;
Monitoring Sheridan’s social media, Live CHAT and Texting channels as assigned, reviewing all posts for content, responding as required and notifying manager of any identified trends, patterns, common questions, and escalating unusual comments.

Collecting, and maintaining statistics to track all Contact Centre inquiries.

Documenting in the Customer Relationship Management (CRM) database all interactions with prospective students for future recruitment initiatives;
Participation in recruitment events;
Assisting Recruitment and Admission departments;
Other duties as assigned.

About You

You have excellent oral and written communication skills.

You enjoy balancing many different tasks and can prioritize multiple projects while staying organized and maintaining a high level of attention to detail.

You enjoy working independently and as part of a team in a fast-paced environment.

You use your interpersonal skills to build working relationships and provide excellent customer service.

2-year diploma in Business, Public Relations, Sales and Marketing, Social Sciences or a related field with a minimum of 3-years of practical experience in an educational, customer service or business environment (or an equivalent combination of relevant education and experience).

Knowledge of the College and Ministry policies and procedures relating to admissions, registration, and academic progress, and familiarity with postsecondary programs at Sheridan and other Colleges and Universities.

Previous Contact Centre experience is considered an asset.

Demonstrated proficiency with Microsoft Office Suite.

Available to work weekends on occasion.

**Who We Are**:
**For more information, visit**: Why Work at Sheridan

Other Details

**Faculty/Department**: Office of the Registrar

**Campus Location**: Trafalgar (may be assigned activities at any Sheridan campus)

**Work Categorization**: Hybrid | A combination of 50% on-site and remote work

**Reference #**: J0823-1980

**Employee Group**: Part-time Support - Regular

**Hourly Rate**: $27.94 + 4% in lieu of benefits and vacation

**Hours/Week**: 24 Hours

**Hours**: Monday, Tuesday, Thursday, and Fridays: 12:30 pm to 4:30 pm and Wednesday: noon to 8:30 pm

**Application Deadline**: September 8, 2023

**Application Details**: This position is entitled to 0.75 shift premium as per article 10.3 in the Collective Agreement.

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.

You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.

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