Service Hub Administrative Assistant

4 weeks ago

Langley, Canada Trinity Western University Full time

**Service Hub Administrative Assistant**

// **SERVICE HUB**

Position Purpose and Summary

The Service Hub is the first point of contact where students, alumni, faculty, staff, and guests, connect with University Services, via phone, in person, or online. Every request is logged, categorized, and prioritized within a specified Service Level Agreement (SLA).

The Service Hub Administrative Assistant is positioned at the front line of the day-to-day operations of the Service Hub. You will triage or resolve many of the incoming requests with your wide breadth of Service knowledge. You will have an intimate understanding of University Services provided. The assistant sets the standard for customer service as the face of the department.

Key Areas of Accountability
- Resolve incident, and service requests, online, on the phone, and in person (when permitted) upholding service SLAs
- Working with the Administrative Coordinator, advise on trends and innovation for front desk efficiency, looking for ways to improve service for staff/faculty and students
- Quickly escalate requests, problems, or outages to Tier 2 support in a timely fashion
- Work alongside and collaborate with stakeholders to provide all customers with world-class customer service, seeking solutions as efficiently as possible, in humble and effective manner
- Maintain a thorough knowledge of the portfolio of services, systems, and products
- Review website articles, notifying service owner when articles need to be created or improved

The Person

**Skills and Abilities**
- Excellent oral and written English communication
- Detail-oriented, strong organization, and capable administrative abilities
- Able to follow and adhere to a service delivery workflow
- A self-starter, motivated to do quality work, being solution oriented

**Personal**:
Warm-hearted, dedicated, committed and mature Christian with a keen desire to serve in family, church, work, and community. A passion for TWU and its mission, vision, values, Statement of Faith, and Community Covenant. Impeccable character and reputation, a pleasant personality with a positive and friendly attitude amid a very busy and challenging university atmosphere.

**Servant-Leader Way of Life**: Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.

Key Internal Interactions

**Reports to**:Customer Service Manager, Service Hub

Standards & Requirements

**Education**: Completion of secondary school is required.

A university degree or college diploma in business or administration is preferred.

**Experience**: 1-2 years customer service and/or Helpdesk experience is preferred.
- Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing._

**Updated**:October 2024

**Salary Classification**:CLass 5

**Agreed to by**:Customer Service Manager - Service Hub,** **EDHR-
- Trinity Western University is located on the traditional ancestral territory of the Sto:lo people._

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