Intermediate Information Officer, Customer Service

1 month ago

Ottawa, Canada University of Ottawa Full time

Job Type:
Employee

Duration in Months (for fixed-term jobs):
14

Job Family:
Admissions

of Open Positions:
1

Faculty/Service - Department:
Pre-admission, Information and Admission Systems

Campus:
Main Campus

Union Affiliation:
SSUO

Date Posted:
May 18, 2023

Closing Date:
May 29, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:
35

Salary Grade:
SSUO Grade 07

Salary Range:
$55,245.00 - $69,783.00

About Student Affairs

Student Affairs is at the very heart of the student experience at the University of Ottawa. Our large family of nearly 500 full-time employees, not to mention hundreds more part-time and student workers, works hard to provide students with the tools and support they need to choose their postsecondary education establishment, apply, enrol in their courses, eat, sleep, play, study, succeed, thrive, and graduate. We have a wide variety of career opportunities and professional development pathways. We hope you join our service and help us continue to help students reach their full potential and ensure the competitiveness and longevity of the University of Ottawa

Position purpose:
In this role, your responsibilities will include:

- Greet, inform and advise prospective and current students and the public, in person, by telephone and in writing about student admissions, programs of study, faculties and departments, regulations, deadlines, services and academic records.
- Act as a resource person for students to facilitate the admission process and provide them with information on academic procedures and regulations.
- Ensure courteous and prompt service in accordance with University standards and project a positive image of the University of Ottawa to all its clients. Manage emotional or hostile clients with professionalism.
- Conduct quality checks throughout intake cycles and resolve file issues by providing up-to-date explanations to applicants and escalating the most complex issues to the supervisor to ensure optimal customer service.

What you will bring:

- Post-secondary education in a relevant field or equivalent experience.
- Minimum of 2 years of experience in customer service to act as a resource person.
- Experience in data entry and verification.
- Good judgment, attention to detail and a job well done.
- Ability to acquire and retain a multitude of regulations, procedures and information of a very specific nature.
- Ability to understand and interpret client needs.
- Organizational skills and ability to work quickly and under pressure.
- Ability to work in a team.
- Knowledge of University structures, regulations and exceptions (an asset).
- Bilingualism - French and English (oral and written expression).

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click

here

to find out more.

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