Inquiry Management Assistant

6 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Term: 16 months**

The Inquiry Management Assistant is responsible for addressing requests and responding appropriately to inform students of policies and procedures within the department. The incumbent is part of a team that works together to ensure all customers of the Waterloo Residences Office receive outstanding customer service, and that the overall goals of the Department are met

**This position is contingent on funding.**

**Responsibilities**:
Deliver front-line customer and student service to prospective and current students1
- Comment and engage in discussions with existing (and future) residents online, bring them into conversations, and promotions using social media.

Residence admissions and bookings support
- Process residence cancelations as necessary based students not accepting contracts, students withdrawing, or academic offers being rescinded.

Record management
- Assist in processing online submissions to the Off-Campus Housing Tool.
- Assist with compiling stats for admissions.

Team collaboration
- Monitor news articles, blogs, and other social media tools on emerging trends
- Coordinate with admissions, marketing and residence life groups to drive core departmental goals through the use of social media techniques.
- Assist with residence ambassador program.

Office operations
- Receive, open and sort incoming mail.
- Process certified cheque, bank draft and money order payments in person or by mail for residence deposits.
- Other duties as required depending on the working deadlines within the department.

Qualifications:

- Currently enrolled in or recently graduated from a post-secondary institution; a current student or recent graduate from the University of Waterloo is preferred
- Customer service experience required, preferably in hospitality or accommodations services
- Experience within the Department of Housing and Residences, Student Development area beneficial
- Experience and understanding of university based housing initiatives preferred
- Must possess a high degree of maturity, patience, and judgement
- Self-motivator with the ability to take initiative, resolve problems and escalate more complex issues
- Excellent written and oral communications skills with strong attention to detail
- Collaborative work etic
- Compassionate and considerate customer service ability

Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

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