Service Hub Representative

3 weeks ago

North York, Canada Seneca College of Applied Arts and Technology Full time

External Posting Date:
**April 17, 2023**
- External Closing Date:
**April 21, 2023**
- Pay Range:
**Payband G - $30.87 - $35.77 (Start rate: $30.87)**
- Hours:
**35**
- Work Type:
**Hybrid**
- Type:
**Contract**
- Shift:
**Monday to Friday 11:00AM - 7:00PM**
- Ideal Start Date:
- End Date:
**The Seneca Customer Support department is piloting several new Service Hub Representative positions.** **At this time, all 5 positions are temporary.**

Positions Available:
Campus

Number of Positions

2 positions - 12-month contract

1 Position - As soon as possible - March 6, 2024

Markham

2 Positions - As soon as possible - March 6, 2024

**These are hybrid/flexible positions and may require the incumbents to work at different campuses.**

**Position Summary**:
Under the supervision and guidance of the Manager of Operations, the Service Hub Representative (SHR) will be a part of the customer support team that is responsible for further promoting a positive service culture at Seneca by resolving all incoming customer inquiries at Seneca.

**Responsibilities**:
***Customer Support**
- Communicates with customers including prospects, applicants, current students, employees and the general public through a variety of channels to determine the best way to resolve the customer’s need.
- Uses a range of Seneca’s systems to properly resolve student inquiries or to create a ticket for specialist resolution.
- Answers student service and registration-based questions such as how to access counsellors, how to access learning support or accommodation, or admissions criteria of each academic program.
- Demonstrates the navigation of Seneca systems so that students can learn to self-serve (where they are able) for future queries.
- In collaboration with the customer support team and service areas, provides input into the development of presentations to be delivered to a variety of audiences.
- operates in accordance with Freedom of Information and Protection Privacy Act guidelines and within the parameters of established standard policy, procedure, guidelines, and practices of Seneca.

**Administrative Support**
- Confirms amounts owing and shows students how to submit fee payment.
- Plans, coordinates and executes all administrative elements of digital and in-person training sessions including content creation, filming, marketing, editing, and timely release.
- Updates databases and forms to reflect new information as approved/communicated by various service areas at Seneca.

**Qualifications**:
***Education**
- Two (2) year diploma in Hospitality, Business, Communications or related field.

***Experience**
- Three (3) years of customer service experience, preferably within post-secondary.

***Skills**
- Strong interpersonal and communication skills.
- Strong ability to problem-solve, think logically, quickly interpret/evaluate variables, organize/maintain concentration.
- Excellent public speaking skills with the ability to communicate with a diverse student population.

**Note**:A skills assessment test will be administered during the recruitment process.

A combination of relevant experience and education may be considered as equivalent to the above requirements in the event that there are no internal applicants that meet the qualifications as posted. Equivalency will be assessed by the talent acquisition team

**Note**: Seneca requires copies of educational credentials at the time of an interview. Confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency will be required upon hire.

**We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.

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