Customer Service Representative

7 months ago

Burnaby, Canada British Columbia Institute of Technology (BCIT) Full time

BCIT’s
- **Registrar’s Office** is seeking
- **three (3) regular, full-time (1.0**
**FTE**
**) Customer Service Representatives**. This position is responsible for responding to customer inquiries and providing active customer service to BCIT’s full time, part time, distance education programs; courses; full time admissions; student records; and International Credential Evaluation Service (ICES). The focus is to provide customers with integrated front line services. For example, once the need is identified, appropriate action is taken to respond, ranging from recruiting actions to the registration processes, payments, admission, student records or referral to the appropriate BCIT department. This position works out of any of the BCIT locations/departments, including the: Downtown Campus, Burnaby Campus, Admissions, Student Records, Cashiers or Advanced Placement and Degree Programs. Varying shift schedules will apply.**Duties & Responsibilities**

**DUTIES**
***
**AND**
***
**RESPONSIBILITIES***:

- Responding to in-person, mail, electronic and telephone inquiries by:

- Determining customer needs
- Entering client information on student information system (Banner)
- Scheduling appointments and telephone call backs for Program Advisors
- Providing information on courses and programs, including availability and general eligibility requirements
- Knowledge of general fee information including student account status
- Arranging for the mailing of printed informational material such as calendars, flyers, brochures and recruitment packages
- Register clients into part-time courses and information sessions
- Responsible for providing customer service to applicants seeking to enrol in full-time Trade and Technology Programs
- Determining where to direct inquiries, ie Admissions or Student Records
- Issuing of Assessment testing forms and determining which assessment test is required based
- on the applicant’s choice of program.
- Assisting applicants in completing Change and Transfer forms
- Checking transcript & document requests for accuracy, financial holds etc.
- Input student data and name changes, maintain current student address information
- Understanding and ensuring student’s confidentiality and privacy in relation to the FOIPOP Act.
- Process returned mail
- Assisting with Convocation Ceremonies when required.
- Providing general Institute information; i.e. campus directions, parking information and transfer credits etc.
- Ensure that all financial documentation is secured according to Institute policies
- General knowledge of Institute policies and procedures

**Distance Education courses**:

- Registering clients into Distance Education courses, ensuring the requisite course materials, textbooks, etc are forwarded to the appropriate department for action.
- Liaising with Program Assistants, when necessary, if approval or clarification is required.

**Collects and process a variety of payments by**:

- Determining appropriate coding for payments for specific fee assessments such as rent and deposits
- Ensuring that fee assessments are correct by verifying student’s course or program registration
- Completing credit card and debit card transactions
- Issuing of student fee receipts and duplicate receipt requests and providing fee breakdown and itemizing of fee assessment and payments
- Performing daily check out procedures including: balancing totals, checking and identifying discrepancies to banner reports and reconciling parking permits.
- Adhere to month end cashiering procedures

**Undertakes a variety of clerical support tasks for the departments, such as**:

- Monitoring supplies and ordering informational material as required
- Maintaining information binders
- Stocking/restocking shelves, counters and brochure racks
- Participating in preparation of mass mailings of information materials
- Assisting Program Advisors with clerical support (i.e. letters, inputting data, ordering supplies, packaging internal publication requests and over flow of part time certificate letters)

**Other duties include**:

- Processing course transfers and withdrawals as necessary
- Opening, sorting, stamping and distributing incoming mail
- Assisting with audit of BCIT publications as assigned by the Supervisor
- Providing clerical support to the department as assigned. This includes word processing, mass mailing, photocopying, sorting and sending fax messages etc.

**ICES**
**(Level One) duties include**:

- Facilitate the process of the pick up and drop off of client documents
- Direct inquiries from existing clients to appropriate ICES staff
- Communicate when necessary with the Evaluators
- Process and issue receipts for payments and complete the necessary finance processes
- Undertakes duties as assigned, consistent with the job grade of this position.

**Qualifications**

**QUALIFICATIONS***:
**Definition**:
The qualifications section for this position was developed using the approved job evaluation

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