Customer Experience Assistant

2 months ago

Kitchener, Canada Conestoga College Full time

**Requisition Details**:

- **Job Title**:Customer Experience Assistant - Facilities**:

- **Requisition #**:23-1162**:

- **Campus**: Doon
- **Department**: Customer Experience & Service Innovation
- **Payband**: E
- **Starting Rate**: $27.81
- **Payband Range**: $27.81 - $32.24
- **Hours/Week**: 37.5
- **Posting Date**: Wednesday, January 24, 2024
- **Closing Date**: Sunday, February 11, 2024 at 11:59 PM EST
- **Vacancy Type**: Support Staff - Full-time

Support Staff Full-time New Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The incumbent provides a wide variety of front-line customer service functions on behalf of the Facilities Management Department. Primary responsibilities include processing maintenance calls and work requests, allocation of department keys, maintaining department communications and websites, monitoring, and updating of Departmental and applicable College data and maintaining information on various legislative requirements and licences. As well, the incumbent is involved with part-time staff and departmental training requirements.

As Conestoga is committed to the safety and well-being of all staff, students and visitors, the incumbent is required to be active in Health & Safety planning and accident prevention by adhering to procedures and safe work practices as required and in accordance with relevant Health & Safety legislation/regulations and Conestoga safety policies.

**Responsibilities**:

- Submits, receives, prioritizes, and processes work requests and maintenance calls to Facilities staff and/or Contractors
- Liaises between customers and Contractors for the completion of applicable work requests
- Administers Pest Control service calls and distributes reports to appropriate entities
- Analyses detailed monthly financial statements and invoicing for discrepancies; makes necessary corrections via journal entries, charge overs, inquiries to Accounts Payable, etc
- Establishes and maintains manual and computerized records pertaining to departmental operations
- Gathers and compiles statistical data for monthly and annual reports as it relates to College and department operations
- Monitors and maintains accurate records and initiates actions of legislated requirements to the College as they pertain to Facilities Management (i.e., TSSA, AGCO, Occupational Health and Safety, utility bills, courier manifests, business licenses, etc.)
- Supports the department in the development and maintenance of technology aspects (i.e., SharePoint file storage, social media, etc.)
- Maintains various appointment schedules, co-ordinates meetings, including agendas and minutes
- Creates and provides various information (e.g., AODA, transit changes, Health, and Safety), regarding special and emergency projects, in addition to daily or normal correspondence
- Administers community facility rentals/internal special events by liaising with event organizer, ensuring contract administration, insurance requirements, completion of forms, rental of equipment and ensures there are no scheduling conflicts
- Liaises with various outside services, college departments and employees for the planning, organizing, scheduling, notification and monitoring of various college or department operations, construction projects and special event requirements (i.e., campus service shutdowns, closures, disruptions, convocation)
- Verifies completeness and accuracy of time sheets, overtime sheets, expense reports and vacation reports
- Creates all departmental part-time contract requests and reviews part-time biweekly payroll for authorization with respect to various deadlines
- Processes and administers key assignments for the department
- Works with and assists supervisory staff, as requested, in interviews and supports co-op processes
- Organizes, presents, and facilitates College and department orientation requirements, such as Human Resources, Payroll and Health and Safety training and documentation
- Provides training and assigns and monitors workload of Part-time Facilities Office Clerk

**Qualifications**:

- Two-year Diploma in Office Administration, Business Administration, Business, Arts/Humanities, Science/Social Science, Public Relations, Communications, or a related field
- Minimum three years of office experience, preferably in education, facilities management, construction, or skilled trades environment
- Strong organizational skills, proven ability to pay attention to detail
- Strong multi-tasking capabilities
- Excellent oral and written communication skills
- Strong customer service capability
- Ability to work well with a wide range of people from across the organization
- Exceptional computer skills, experience with Microsoft Applications
- Ability to work independently and in a team environment
- Experience or training in customer service and conflict resolution is considered an asse

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