Part-time Ancillary Services Associate

4 weeks ago

Milton, Canada Conestoga College Full time

**Requisition Details**:

- **Job Title**:Part-time Ancillary Services Associate**:

- **Requisition #**:24-0461**:

- **Location**: Milton
- **Department**: Ancillary Services
- **Starting Rate**: $19.64
- **Payband Range**: $19.64 - $22.51
- **Hours/Week**: 24
- **Posting Date**: Thursday, June 6, 2024
- **Closing Date**: Sunday, June 16, 2024 at 11:59 PM EST
- **Vacancy Type**: Support Staff - Part-time Regular

Support Staff Regular Part-time New Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The hours of work will be 24 hours per week covering five-hour regular evening shifts during the week and day-time shifts as required.

**Responsibilities**:

- Maintains up to date/accurate knowledge of all products, services, and supports offered by the Campus Store including information such as: the intended audience (i.e. program or campus specific), the use, and the process to access the product or service
- Welcomes customers into the Campus Store, determines customer needs, and clearly communicates to support the customer in connecting with their desired outcome
- Completes Point of Sale (POS) operations and processes including but not limited to: processing sales, refunds, gift cards and ONE Card purchases, sponsored students transactions, fees, and internal departmental transactions/special orders according to Campus Store policies and procedures
- Receives, investigates, and responds to questions and concerns from a variety of users (Students, Staff, Faculty, Visitors) confidentially utilizing multiple Campus Stores systems
- Acts as the initial contact for receiving inquiries and initiating the discussion where an “exception” to normal store policies may be made
- Maintains a continuous improvement mindset in executing and maintaining store standard operating procedures
- Works towards the achievement of store sales targets including understanding and correctly communicating store initiatives and promotions
- Responsible for completing beginning (store opening) and closing shift tasks including reconciliation and reporting
- Maintains organized and up to date records and references at work stations (i.e. correct filing and labelling, ensure up to date references are printed and displayed, manage paperwork as required, ensure signage remains accurate)
- Manages ONE Card Office inbox and engages with user support tools (online chat, video calls, form submissions, etc) to responds to student/employee inquiries in a consistent, professional, and timely fashion
- Executes carding services (photo approval, individual and batch card printing/activation, card organization, card distribution, and report management) during peak and non-peak periods which will include operation and maintenance of ONE Card Office equipment and software
- Elevates service levels by delivering information to users about accessing services and investigate user concerns utilizing multiple College systems and databases by troubleshooting, documenting and tracking user experience and needs
- Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
- In conjunction with the Manager and the Campus Service team, participates in the development and maintenance of activity data collection and visualization
- Ensures Campus Store is merchandised and displayed according to Campus Store standards, procedures, and policies including executing promotions
- Maintains clean, organized and accurate store and storage areas including, shelving units tags and labelling system, stock organization, walls and floor space, cashier and work areas
- Ensures daily and weekly store walkthroughs are completed
- As necessary, provides Manager with feedback on casual / temporary sales staff
- In conjunction with the Manager, responsible for textbook rental (Campus book Rentals) back of house management process
- Assists with specific distributions, initiatives, or special events as required (i.e. Laptop Pick Up, Uniform Sizing Event, Convocation, etc)
- As directed by Manager, liaises with Bookware and Payment Technology provider (POS and debit/credit) vendors to troubleshoot issues

**Qualifications**:

- Two-year Diploma in a relevant field of study
- Two years practical work-related experience is required
- Experience in providing customer service to a variety of stakeholders is an asset
- Advance knowledge of Microsoft Office Suite Applications and related systems
- Excellent communication skills and the ability to gain resolution when working with various user types and challenges
- Knowledge of various technologies and software is considered an asset e.g. Student Information Systems, ONE Card Systems, Point of Sale etc
- Knowledge of social media general uses, moderation and administration

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