Specialist, Customer Engagement

2 weeks ago

North York, Canada Seneca College of Applied Arts and Technology Full time

Posting Date:
**February 8, 2023**
- Closing Date:
**March 1, 2023**
- Pay Range:
**Payband 8 - $19.71 - $28.90**
- Hours:
**24**
- Work Type:
**On-site**
- Type:
**Regular Part-Time (RPT)**
- Shift:
**Shifts vary from Monday - Friday, 9:00am-8:00pm and Sunday - Saturday, 8:00am - 2:00pm**
- Ideal Start Date:
- End Date:
**Please note: Two (2) positions are available, with work schedules varying based on operational need during regular hours of operation: Monday to Friday, 9:00 AM to 8:00 PM; Saturday & Sunday, 8:00 AM to 2:00 PM. While the positions are on-site at Newhnham Campus, occasional travel to other campuses may be required to cover shifts.**:
**Position Summary**:
**Responsibilities**:
**Clerical and Customer Service**:

- Supports students/prospects requesting information about programs/courses, services and academic policies and procedures; determines at which point to refer questions to program or service areas.
- Facilitates registration with prospects through the FCET website.
- Actively engages through designated marketing communications channels and provides real time feedback on marketing communications campaign initiatives and messaging.
- Provides feedback and/or reports to FCET marketing, systems, and academic areas on a variety of issues; for example, requests for classes not presently offered or student confusion with language used on the website.
- Collaborates to ensure administrative/academic confidential information is gathered, sorted, appropriately stored, securely destroyed, and destroy dates recorded.

**Supporting the FCET Office**:

- Supports FCET faculty and staff with needs such as photocopying, retrieving printing, providing class rosters, exam booklets, and explaining processes and procedures.
- Assists FCET staff with work requests, call-outs, interacting with Chairs and Program Coordinators or Managers to ensure all program information is accurate and up-to-date.
- Assists the Office and Service Coordinator by monitoring and recommending the purchase of office supplies and assisting with other office tasks as needed.
- Liaises with the Office and Service Coordinator to augment information provided to other College areas.
- Works with the Office and Service Coordinator to oversee all central office functions in keeping with Health and Safety processes and regulations.
- Assists with training of new customer service staff.
- Ensures program/course files are up-to-date with last minute changes pertaining to academic offerings.
- Performs other duties as assigned.

**Qualifications**:
**Education**:

- Minimum of a completed one (1) year certificate in Customer Service, IT Applications, Office Administration, Marketing or Communications.

**Experience**:

- Minimum of two (2) years’ experience working in a fast-paced, multiple-tasked customer service environment with an emphasis on delivery of information in a variety of formats, and experience providing clerical support and preparing data reports.
- Experience following institutional policies and procedures within a team setting.
- Experience with customer service precepts, telephone and web-based services.
- Experience working within a post-secondary institution is an asset.

**Skills**:

- Ability to effectively communicate with the public, within in a multi-racial/cultural/able environment.
- Demonstrated ability to diffuse difficult situations while providing superior customer service.
- Demonstrated clerical expertise including organizational and problem-solving skills, prioritization, initiation and follow-up.
- Demonstrated computer skills including the ability to use Word, Excel, database management, online systems and web-based tools.

Note: A skills assessment test will be administered during the recruitment process.

**Note**: Seneca requires copies of educational credentials at the time of an interview. Confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency will be required upon hire.

**We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.

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