Contact Centre Information Specialist

5 days ago

Toronto, Canada George Brown College Full time

**Land**_ _**Acknowledgement**

**_George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other._**

**_At George Brown College, we have established a reputation for equipping our students with the skills, industry experience and credentials to pursue the careers of their choice. As employees, we are committed to creating an enriching learning community for our students, delivering excellence in what we do, holding ourselves accountable for our work and demonstrating diversity and respect for one another._**

**What responsibilities will you have in this role?**
- Examines and determines customer needs, pointing them in the right direction and providing advice on the most appropriate course of action.
- Ensures timely and accurate information is provided upon request and communicated in an efficient, professional and customer-focused manner.
- Provides information regarding courses/programs based on the customer’s request and their needs (full-time vs part-time, domestic vs international, etc).
- Provides information on college support service available and explains the processes to be followed in order to utilize such services (-Career Services, Accessible Learning Services, Student Health plan, Athletics, International Student Services, etc.) By understanding their customer, they can provide them with the necessary information as many services may or may not be available for that particular customer segment.
- Escalates issues as appropriate or providing referrals to customers who require support by another service specialist.
- Provides assistance to other Contact Centre Information Specialists or part-time agents with complex inquiries or if they are missing information to be able to provide an appropriate response to a customer.
- Updates and Contributes to the Internal Agent Knowledgebase; reviews current content in the agent knowledgebase and makes appropriate changes to keep the information up to date.
- Responds to customer inquiries at the Student Service Centre as required.
- Provides information on admissions, registration, financial assistance, academic support, or other student services and refers to area specialists as required.
- Communicates with academic centres and student service areas to improve interdepartmental lines of communication and share information with the rest of the Contact Centre team.
- Other related duties as assigned.

**What qualifications do you need for this role?**
- Three year diploma or degree from a recognized post-secondary institution in Business Administration, Marketing, Community Services, Public Relations, Information Technology or other related fields.
- Minimum two years’ practical experience working in a high volume customer service environment, preferably within an educational environment using a student information system or other 1st tier technical support experience.
- Computer literacy with training at advanced levels in Banner or a similar relational database.
- High level of accuracy and attention to detail is essential.
- Excellent interpersonal skills are mandatory; experience in facilitating and conflict resolution would be an asset.
- High degree of organizational and multi-tasking skills; ability to prioritize appropriately.
- Ability to easily adapt to new and changing situations.
- Exceptional customer service skills, able to maintain a professional customer service centered attitude.
- Able to learn quickly and stay abreast of changes to policies and procedures specifically in the Registrar’s Office/Student Service Centre with respect to Admissions, Registration, Student Records and Financial Aid.
- Ability to maintain confidentiality of information, to exercise tact and diplomacy and exhibit good judgement.
- Ability to work at another campus during peak periods.
- Demonstrated commitment in delivering excellent service to others as this is key in supporting the success of our students and our College.
- Strong communication, collaboration, teamwork and people skills.
- Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience and styles.
- Flexibility in adapting to change and in participating in consultative decision-making processes.

***

**Hours of Work**:Mon-Thursday 9:30am-5:30pm, Fridays 9am-5pm**

**Interview process may consist of a practical skills component.**

***

**NOTES**:

- **If employed currently or previously employed at GBC, please log into Cornerstone with your employee account.**
- **Please ensure your resume highlights all relevant education, training and experience that are applicable to the minimum qualifications for this role.**
- **The College requires proof of degrees, credentials or equivalencies from accredited regional or feder

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