Call Centre and Switchboard Specialist

3 weeks ago

Scarborough, Canada Centennial College Full time

Job Number:
- J0123-1373- Job Title:
- Call Centre and Switchboard Specialist- Job Type:
- Permanent FT Support- Bargaining Unit:
- FT Support- School/Department:
- Student Success- Campus/Location:
- Progress (Requires regular travel between all camp- Pay Range:
- $28.56 - $33.11/Hour- Pay Band:
- Support F- Hours/Week:
- 35- Shift Schedule:
- 8:30 AM to 4:30 PM, work shift may vary as required- Date Posted:
- January 19, 2023- Closing Date:
- January 26, 2023We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

**Position Summary**
Reporting to the Manager, Call Centre, the Call Centre and Switchboard Specialist will work collaboratively with, and supports team members during peak periods to meet time sensitive deadlines. The incumbent will respond to inquiries regarding admissions (general queries), policies and procedures, registration for three major intake periods in accordance with established enrolment guidelines and standards. This process includes taking payments for various college services and continuously verifying, updating, monitoring and preserving records.

The duties of the position require the use of a variety of in-house on-line student registration systems, databases, and websites (e.g., Banner, Global Payment, myCentennial, etc.).

**Responsibilities**
- Ensures timely provision of accurate responses in accordance with Freedom of Information and Protection Privacy Act guidelines and within the parameters of established standard enrolment criteria, policies, procedures, guidelines, processes and practices
- Guides students through the registration process through the myCentennial system, to pay tuition, register in courses, change their address, access grades etc.; assists students with troubleshooting myCentennial and web registration access issues
- Delivers information to prospects and students regarding Continuing Education offerings; verifies and updates student records within the Banner, use appropriate systems codes to register students
- Other duties as assigned.

**Qualifications/Experience**
- Two (2) year diploma or equivalent in Business, Business Administration, or Marketing
- Minimum three (3) years recent related experience in a customer-service call centre environment, with the strong ability to handle conflict
- Intermediate knowledge of PC software, integrated student information database systems combined with keyboarding skills
- General understanding of the overall enrolment services functions with the ability to work with enrolment policies, procedures and guidelines.
- Proven ability to work in a fast-paced computer-based, call centre environment
- High attention to detail with strong aptitude to work with numbers/figures to ensure cashier duties are accurate
- Demonstrated problem solving and analytical skills
- Commitment to on-going professional development and to remain technologically competent and current to accomplish assigned tasks
- Knowledge of the province’s high-school system and college system, the College’s programs, admission procedures, registration procedures and the Banner student and course database.
- Strong listening, understanding and responding skills
- Effective multi-tasking and time management skills to meet high volumes and deadlines during peak periods.
- Demonstrated command of written/oral English skills with strong awareness and sensitivity to provide service within a cross-cultural and highly diverse work environment
- Proven initiative and quick learner; able to learn College policies, procedures, and program/course information in an on-line environment
- Ability to maintain the strictest confidence regarding student data (in accordance with departmental policies and procedures, and the Freedom of Information Protection of Privacy Act (FIPPA)

Proof of credentials or equivalencies from accredited regional or federal post secondary institutions and/or their foreign equivalents will be required at the time of job offer.

When applying, your cover letter and résumé must include examples that reflect all of the requested skills and qualifications and **must be submitted online by January 26, at 11:59 PM EST. Please quote Job ID J0123-1373.** Misrepresentation of applicant information will be grounds for your exclusion from the competition or for dismissal sho

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