Coordinator, Ancillary Services

2 weeks ago

Oshawa, Canada Ontario Tech University Full time

**Coordinator, Ancillary Services**

**Tracking Code: req1067**

**Faculty/Department**: Office of VP, Administration

**Number of Positions**:1

**Appointment Type**: Full-Time Continuing

**Hours of Work**: 35 hours per week

**Salary Range**:Level 7 - Starting Salary, Step 1 $54,848

**Posting Date**:March 27, 2024

**Closing Date**: April 10, 2024

**Job Summary**: The Coordinator, Ancillary Services plays a key role in the delivery of ancillary services at Ontario Tech University. Reporting to the Manager, Ancillary Services, the incumbent will support the establishment and ongoing operations of expanded UCard services while providing technical/system, administrative and marketing support for food services, campus bookstore and new future revenue streams.

**Nature of work**:
Reporting to the Manager, Ancillary Services

**Responsibilities/accountabilities**:
Specific duties include, but are not limited to:
UCard and UPass Program Execution:

- Execute the day-to-day operations of the UCard program, including production, distribution, and maintenance of the Ucard. Responsible for troubleshooting for the online photo submission and transaction management systems, ensuring a smooth user experience. Coordinate internal training and support management with efficient process development and program maintenance.
- Maintain audit controls to ensure the accuracy and security of data. Oversee data collection, analysis, and reporting to inform decision-making and enhance program effectiveness.
- Carryout inventory management, ordering, and maintenance of equipment and materials related to the Ucard program. Ensure the availability of necessary resources for smooth program operations.
- Collaborate with various stakeholders, including students, staff, departments, faculties, and contractors, to understand and meet their Ucard needs effectively.
- Support the Manager, Ancillary Services in the daily administration of the UPass program including distribution, processing spoiled and reinstated passes, disseminating student communications, troubleshooting and customer service and reporting.

Specialized Customer Service:

- Creates a centralized student communication hub & provides specialized customer service relating to UCard and UPass Program.
- Troubleshoots student issues, identifies and analyzes any student escalations, and provides accurate solutions or referrals to management or area experts.
- Responds to and resolves student requests for information about their UCard accounts.
- Liaises with other departments and faculties to ensure the department has correct information.
- Coordinate with UCard product vendors to obtain higher level technical support as needed.Log service tickets, call helpdesk, make service calls as required.
- Record customer interactions, track assigned metrics and gather data for analysis of KPIs.
- Provide technical support and customer service for UCard partners including third party business associates who accept UCard as payment in their establishments.

Marketing and Communications Support:

- Execute marketing and communications plan to promote the services and products under the Ancillary Services portfolio to key stakeholders / potential customers.
- Collaborate with internal partners and stakeholders to execute joint marketing initiatives.
- Collect and summarize marketing metrics, analyse and discuss with management, adjust future efforts accordingly.

IT and Systems Support:

- Provide technical assistance to students and partner vendors with hardware and software issues relating to Touchnet OneCard VIPs, Modo’s OT app, CloudCard, Nextep POS system and associated integrations.

**Required Skills**:

- Excellent customer service skills;
- Ability to work in a high-pressure environment and maintain composure;
- Excellent systems knowledge (i.e. Touchnet OneCard VIP, Banner, Google Docs, Microsoft Office Suite, IBM Cognos Analytics);
- Advanced knowledge in using software and computer programs such as Windows, Microsoft Office, Excel and PowerPoint and have the ability to learn new programs.
- Experience using TouchNet OneCard VIP, CloudCard, Cascade Content Management System (CMS) preferred;
- Experience using Nextep Point of Sale system or similar including back-end functions;
- Exceptional oral and written communication, troubleshooting and critical thinking skills;
- Experience marketing products and services to students;
- Excellent attention to detail with a high level of accuracy;
- Friendly with a high-level of empathy and compassion;
- Ability to prioritize;
- Ability to work independently and in a collaborative team environment;
- Time management;
- Ability to take initiative;
- Strong organizational skills;
- Strong judgment, flexibility and adaptability;
- Ability to work in a fast-paced environment;
- Demonstrated ability to establish and maintain collaborative relationships;
- Ability to work with and communicate with a diverse clientele;
- Strong tact and negot

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