Part-time Frontline Service Representative

3 weeks ago

Ottawa, Canada Algonquin College Full time

Department:
Online Student Experience (Samantha Harris)

Position Type:
Part-Time Support

Salary Range:
$24.32-$28.16-Hourly

Scheduled Weekly Hours:
24

Anticipated Start Date:
May 27, 2023

Length of Contract:
n/a

Posting Information

Posting Closing Date:
May 18, 2023

Please note: jobs are posted until 12:01 am on the job closing date.

**Job Description**:
As the first point of contact for AC Online, the Frontline Service Representative (FSR) is an important

resource to be utilized by the client throughout their tenure at Algonquin College Online.

The incumbent will effectively use de-escalation techniques when necessary. They should be able to provide emotional support for distressed clients. Incumbent should be able to establish and resolve client concerns and properly escalate inquiries using a warm hand off. In carrying out these responsibilities, the incumbent makes decisions and performs a wide variety of customer service tasks.

In addition, the FSR must also provide information, perform clerical and administrative services related to registration, admissions; specific AC Online related activities, and general AC Online information. The primary goal is to provide, as much as possible, a one-stop service in the process of attracting, enrolling and retaining students. The FSR is responsible for providing assistance with training for all new full and part-time frontline staff.

The FSR must have extensive knowledge of and experience adhering to the Freedom of Information and Protection of Privacy Act in a professional setting due to the level of confidentiality and sensitive nature of the information handled on a daily basis. The incumbent should also be comfortable communicating online with clients, and should have formal experience with the online learning

environment.

As the first point of contact, the FSR is responsible to set a positive, professional tone in all interactions with clients ensuring the Algonquin College experience is held to the highest possible standard.

Required Qualifications:
- One (1) Year Certificate in Office Systems/Office Administration/Business program;- Minimum of two (2) years frontline, client service experience providing information on the programs, courses and learning management systems typical of an online learning environment in required;- Previous experience de-escalating emotional clients and providing emotional support to distressed clients is preferred;- Incumbent should be able to navigate college CRM and SiS systems to resolve specific student inquiries;- Experience with triaging client inquiries to second-level support from academic and operational staff;- Experience in a high-demand client service environment, ability to manage competing priorities;- Explaining new concepts to clients and people who are new or returning to a digital learning environment;- Working in an environment with a high level of change and development.

Anticipated Weekly Schedule:
Scheduled within the Hours of Operations:
Monday-Thursday: 8:00am-8:00pm

Friday: 8:00am-5:00pm

Saturday-Sunday: 8:00am-4:00pm

There is a possibility of full time weeks (36.25 hrs/wk) when staff are away on annual leave.
- This position is paid at Payband D - Comparator
- Vacancy is for P13555
- **_
- Please note that this position is a part-time position with part-time hours.**_
- The job profile notes as Full-time Support as it has been evaluated to have a full-time comparator._

This position is eligible for hybrid work in conjunction with the College's
_Flexible Work Arrangement_.

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