Intermediate Information Officer, Customer Service

2 weeks ago

Ottawa, Canada University of Ottawa Full time

**Job Type**:
Employee

**Duration in Months** **(for fixed-term jobs):
11

**Job Family**:
Admissions

**# of Open Positions**:
1

**Faculty/Service - Department**:
Pre-admission and Information

**Campus**:
Main Campus

**Union Affiliation**:
SSUO

**Date Posted**:
November 14, 2024

**Applications must be received **BEFORE**:
November 25, 2024

**Hours per week**:
35

**Salary Grade**:
SSUO Grade 07

**Salary Range**:
$56,626.00 - $71,528.00

About Student Affairs:
There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

**Position purpose**:
Provide information to the public on all matters related to admission requirements and processes for undergraduate and professional programs, to applicants and to Faculty staff, while ensuring prompt and courteous service in order to promote a high level of customer satisfaction and project a positive image of the University. Pre-analyze student admissions to various programs of study in order to complete files.

**In this role, your responsibilities will include**:

- To welcome, inform and advise prospective and current students and the public, in person, by telephone and in writing, about admissions, programs of study, faculties and departments, regulations, deadlines, services and students' academic records.
- Act as a resource person for students to facilitate the admissions process and provide information on procedures, school regulations.
- Provide courteous and prompt service in accordance with University standards and project a positive image of the University of Ottawa to all clients. Handle emotional or hostile customers with professionalism.
- Carry out quality control checks throughout the admissions cycle and resolve file-related problems by providing up-to-date explanations to applicants and forwarding the most complex problems to the supervisor in order to ensure optimum customer service.
- Calculate admission averages and complete admission files by indexing documents received.
- Finds effective solutions to problem situations presented by clients and refers more complex cases to the supervisor.
- When necessary, participate in special GES projects or events. May be called upon to train work-study students or new colleagues.

**What will you bring**:

- Post-secondary education in a relevant field or equivalent experience.
- Minimum 2 years experience in customer service to act as a resource person.
- Experience in data entry and verification.
- Good judgment, attention to detail and attention to detail.
- Ability to acquire and retain a multitude of regulations, procedures and information of a very specific nature.
- Ability to understand and interpret customer needs.
- Organizational skills and ability to work quickly and under pressure.
- Ability to work as part of a team.
- Knowledge of University structures, regulations and exceptions (an asset).
- Bilingualism - French and English (oral and written).

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**:Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
**Initiative**:Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
**Client Service Orientation**:Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
**Teamwork and Cooperation**:Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

**Note: if this is a union position**:The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 - Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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