Opportunity Agent

2 weeks ago

Oakville, Canada Sheridan College Full time

The Opportunity Agent provides a continuous point of contact for all current and prospective students, corporate clients, alumni, staff and the public seeking information about Continuing and Professional Studies (CAPS) inclusive but not limited to Continuing Education (CE), School College Work Initiative (SCWI), Academic Upgrading (AU), and Corporate/Contract Training (CT). This position is integral to CAPS’ business development, enrolment and revenue-generating strategies and is a key driver of CAPS’ public image and customer satisfaction, including outreach. The Opportunity Agent plays a critical role in managing relationships with all members of the CAPS community.

What You’ll be Doing

Providing the first point of contact in a multi channel environment supporting student/prospect/client/customer/corporate client/alumni/public inquiries within the customer service model for CAPS while establishing, building and maintaining a positive customer service relationship at all times;
Guiding and advising student/prospect/client/customer/corporate client/alumni/public on CAPS programs, courses, policies and procedures;
Responding to queries to determine the type of assistance required, eliciting further information through active listening, and asking open-ended questions, providing exemplary explanations and clarification providing customer service for first contact resolution;
Creating, collecting, and maintaining statistics to track all Opportunity Centre outbound calls including client type, inquiry type, response category, comments, follow-up and outcome;
Regularly and consistently maintaining currency with all CAPS program information;
Student outreach;
Other duties as assigned.

About You

You have excellent written and oral communication skills and enjoy working as part of a team.

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

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

2-year diploma in business, sales and marketing, office administration or a related field of study along with a minimum of 3-years of recent experience in either an educational or business professional contact call centre environment. Equivalency will be considered.

Fully bilingual (oral and written) in English and at least one of the following languages: Mandarin, Cantonese, Tagalog, Tamil, Portuguese, French, Italian, Polish or Gujarati.

Demonstrated computer skills and experience with Microsoft Office suite.

Experience with student information systems (i.e. Peoplesoft) is preferred.

Knowledge of CAPS’ procedures, programs and services is considered an asset.

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

Other Details

**Faculty/Department**: Continuing and Professional Studies

**Campus Location**: Trafalgar (may be assigned activities at any Sheridan campus). This position is working on-site.

**Reference #**: J0123-1735

**Employee Group**: Support Staff - Permanent

**Payband**: E

**Hourly Range**: $26.47 - $30.69

**Hours**: 8:00 - 4:00pm, Monday to Friday.

**Hours/Week**: 35

**Application Deadline**: January 31, 2023

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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