Temporary Communications Coordinator

3 weeks ago

Burlington, Canada Halton District School Board Full time

**Position**: Temporary Communications Coordinator - Digital

**Salary Range**: Band 3 - $ 58,098 - $ 69,283

($31.92 - $38.07/hour + 4% vacation pay)

**Location**: Communications & Engagement Department

J. W. Singleton Education Centre

**Work Schedule**: 35 hours/week, 12 months/year

**Effective Date**: June 17, 2024 - June 30, 2025

**Position Summary**:
The Communications Coordinator is the first point of contact for system partners/customers and is responsible for all aspects of the customer experience. The role is required to take initiative on troubleshooting in an environment that demands strong time management skills, effective problem solving and the ability to understand and communicate technical information professionally. The position through the use of trending tools is responsible for identifying and escalating operational issues for recommended improvements and assists in the development of client support strategies and tools.

The HDSB recently introduced a Work from Home Administrative Procedure. In accordance with this Administrative Procedure and with the approval of the immediate supervisor, employees who work at HDSB administrative sites may work from home for up to 50% of their regularly scheduled hours. The HDSB offers funding for professional development in accordance with the Terms and Conditions of Employment for management and administration support staff.

**Key Responsibilities**:
Provides support to all Board staff by resolving issues, answering staff inquiries on a wide spectrum of topics, advocate for customers to get their issues understood and resolved by other teams.

Involves obtaining, interpreting and analyzing the caller’s issue or question and determining the appropriate action that needs to be taken. This is accomplished through the use of acquired knowledge and knowledge documents where applicable, as well as investigation and research.

Records and maintains all inquiries in a call recording software system.

Using the combined knowledge of the system and technical environment as front line workers detect issues and trends that may indicate larger problems that lead to early intervention and resolution by other teams to minimize work disruption.

Builds knowledge documents to determine best practice approach.

Maintains the accuracy and completeness of the knowledge documents on an ongoing basis.

Recognizes when additional knowledge documents are required.

Establishes protocols for making changes and creating new documentation and ensures it is adhered to by both the applicable department and Information Centre.

Integrates the knowledge documents into system messages and customer responses.

Provide scripting and concepts for customer support videos or web page content for the staff portal.

Identifies staff needs and opportunities for training, support, and quality customer service. Daily service requests are evaluated on the basis of the following factors to derive effective customer service strategies

People (roles and responsibilities and accountability analysis)

Process (inefficiency/issue lies within the process through duplication or broken segments.

Technology (existing technology does not support requirements)

Organization (the high level culture or relationships are impacting the process or results of process).

Identifies organizational opportunities for operational procedure training, support and quality assurance.

Partners with departments after identifying areas of improvement, to ensure that quality customer service is being deployed when supporting staff.

Participates in organization committees that are focused on making improvements to the support and/or tools that are being offered to staff.

Bring the unique perspective of the first point of contact to these operation committees.

Expertise on customer behaviours and knowledge plays a vital role in collaboration.

Author system messages to explain technical and general requirements on a wide range of topics.

Difficult topics are put into everyday language so staff can understand

Functional lead supports and edits message to ensure it is accurately stated.

**Qualifications**:
**Minimum Requirements required**:
3 year College Diploma in a related field

2 years of relevant experience in a customer engagement field

Microsoft Office

Strong knowledge of organizational workings and user’s needs

Excellent communication skills, both written and verbal

Excellent interpersonal skills; must be able to work both independently and within a team environment

Excellent time management skills

Excellent listening and troubleshooting skills - ability to understand and communicate with customers of all technical abilities and technical teams.

Technical understanding of Windows, Chromebook, Android and Apple operating systems.

**Preferred Requirements required**:
3 year College diploma in a technical field

2 years in School Board Environment

Strong knowledge of Microsoft Office Suite, Go

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