Call Centre Specialist

3 weeks ago

Scarborough, Canada Centennial College Full time

Job Number:
- J0723-1725- Job Title:
- Call Centre Specialist- Job Type:
- Permanent PT Support (Regular)- Bargaining Unit:
- PT Support- School/Department:
- Student Experience & Success- Campus/Location:
- Progress- Pay Range:
- $26.45 - $33.23/Hour- Hours/Week:
- 24- Shift Schedule:
- Shifts can take place between 8:30 am 4:45 pm- Date Posted:
- July 26, 2023- Closing Date:
- August 2, 2023**(This position is initially open to regular part-time, bargaining unit employees of the college)**

We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

**Position Summary**:
Reporting to the Manager, Contact Centre, and under the guidance of the Call Centre Coordinator and Senior Leads - Call Centre, the incumbent works as part of a team of Call Centre Specialists to provide direct support and advising to students, prospective students, applicants, students’ family members, the general public, etc. over the phone. The services provided by the Call Centre team include, among others, registering full-time and part-time students into course sections and programs during three major intake periods in accordance with standard established enrolment requirements, a broad range of front-line general customer services, and triage services. These services also include taking payments for various college services and continuously verifying, updating, monitoring and preserving integrated electronic records and various forms that pertain to the many different departments needed to support the College community. The incumbent also provides fee calculations for part-time international students, as well as processing traditional apprentice registrations. The incumbent removes academic suspensions in Banner when requested and approved by academic schools to allow registration. Additionally, the incumbent provides a variety of student services to international students and triages phone lines for international student services.

The incumbent provides advising on a full-range of admissions services and support for domestic and international students such as general and program specific admissions information, available programs, alternate offers of admission, admissions timelines and other related policies and procedures to prospects, applicants, and current students. In order to respond to all inquiries, the incumbent must be knowledgeable of all programs and be able to differentiate programs and admission requirements for similar programs while utilizing the College website when necessary.

**Responsibilities**:

- Provides customer service telephonically to prospects, applicants, current students, and the general public while remaining cognisant of, and adapting to, the varying cultural needs of our clients.
- Provides advising on a full-range of admissions services and supports for both domestic and international applicants such as general and program specific admissions information, available programs, alternate offers of admission, admission timelines, and other related policies and procedures to prospects, applicants, and current students.
- Ensures the timely provision of accurate responses in accordance with Ontario’s Freedom of Information and Protection of Privacy Act and within the parameters of established Enrolment Services policies, procedures, guidelines, processes, and practices.
- Assists potential and current students with navigating registration processes, including advising on web registration, myCentennial, and other virtual student platforms.
- Conducts various cashier duties (telephonically) associated with the collection of fee payments. This includes confirming payment amounts, accepting methods of payment telephonically (e.g., credit cards), and posting fee payments to Banner for production of system generated receipts.

**Qualifications/Experience**:

- Two (2) year diploma or equivalent in Business, Business Administration, Communications or a related field
- Minimum three (3) years recent related experience in a customer-service driven environment, (preferably in a student service environment); with the strong ability to handle conflict
- Experience working in a call centre or a contact centre is preferred
- Intermediate knowledge of PC software, integrated student information database systems combined with keyboarding skills
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