Customer Service Representative

4 months ago

Calgary, Canada SAIT Full time

The **Office of the Registrar **at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.

**The Opportunity**

Reporting to the Manager, Student Experience & Contact Center in the Office of the Registrar (OTR), the **Customer Service Representative (CSR)’s** primary purpose is to respond to student inquiries. Exceptional service is at the core of this role. As the first point of contact for SAIT, this individual will be accountable for providing consistent and reliable information. The ability to remain calm and patient after many hours of serving students and the public is required, along with the ability to communicate complex information to a diverse group of individuals. Conflict resolution will be key to success in this role.

This individual is a generalist, providing a broad range of information for prospective and current students and assisting with basic registrar office transactions, including but not limited to admissions inquiries, transfer credit guidance, tuition and financial support, records updates, apprenticeship registration, and graduation processes. More complex issues are referred to specialists as needed. The CSR is responsible for ensuring a positive student experience through timely, accurate, and dependable support.

**The Role**:

- ** Customer Service - 80%**:

- Responds to student inquiries in person, online, and on the telephone
- The vast majority of this role will be responding to student inquiries in a call centre environment and on a front line
- Respond to an average of between 30 and 40 student interactions daily
- Conduct outbound call campaigns to support department KPI’s, including encouraging registration or fee payment.
- Create and build a respectful working environment using professional language, tone, and communication with our diverse body of clients.
- Expectation of a commitment to intercultural communication. Demonstrate respect for all individuals. Foundational understanding of equity, diversity, and inclusivity and commitment to ongoing learning.
- In depth understanding of the student cycle. Knowledge of SAIT academic policies and procedures and the ability to interpret and communicate them to students, faculty, parents, counsellors, and other stakeholders.
- **
Data entry and maintaining records of student interactions - 20%**:

- Accuracy in data entry will be required daily in this role
- Maintain the integrity of the academic record

**Qualifications & Experience**:

- **Minimum**:

- 2 year post-secondary or equivalent experience
- 2 years customer service experience or equivalent experience
- **
Preferred**:

- Diploma from post-secondary
- 2 years customer service experience
- **
Skills Required**:

- Excellent communication and organizational skills
- Proven de-escalation and conflict resolution skills
- Ability to effectively manage high pressure situations
- Ability to work in a collaborative team environment
- Knowledgeable of Equity Diversity and Inclusion (EDI)
- Excellent organizational and time management

**Job classification**:CUSTOMER SERV REPRESENTATIVE - A5019

**Salary range**: $39,339.95 - $49,160.80

**# of positions**:1

**Hours Per Week**:36.25

**Position End Date**:June 30, 2025

**Posting closing date**:September 26, 2024

**About SAIT**

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.

Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.

At SAIT, we understand that experience comes in many forms. We’re dedicated to adding diverse perspectives to SAIT - so if your experience is close to what we’re looking for, please consider applying.

SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.

***

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