Information Specialist, Contact Centre

2 weeks ago

Toronto, Ontario, Canada George Brown College Full time

Job Summary:

The Contact Centre Information Specialist plays a vital role in providing exceptional customer service to George Brown College students and community. This dynamic individual will serve as a first point of contact, offering guidance and support in various areas, including program information, admission requirements, registration, financial assistance, and more.

Key Responsibilities:

  • Act as a facilitator of customer needs, examining and determining requirements, and providing advice on the most appropriate course of action.
  • Ensure timely and accurate information is provided upon request, communicated in an efficient, professional, and customer-focused manner.
  • Advise applicants regarding the application process, interpretation of college policies, and next steps to submit supporting documents or additional application requirements.
  • Provide information regarding courses/programs based on customer requests and needs.
  • Offer information on college support services available and explain the processes to be followed in order to utilize such services.
  • Verify customer accounts, troubleshoot access rights and issues to college services and applications.
  • Escalate issues as appropriate or provide referrals to customers who require support from another service specialist.
  • Provide administrative services by documenting customer escalations or referrals as needed and following up with the appropriate parties to ensure resolution or customer satisfaction.
  • Support the Contact Centre Team by assisting other Contact Centre Information Specialists or part-time agents with complex inquiries or if they are missing information to provide an appropriate response to a customer.

Requirements:

  • Three-year diploma or degree from a recognized post-secondary institution in Business Administration, Marketing, Community Services, Public Relations, Information Technology, or other related fields.
  • Minimum three (3) years' practical experience working and providing guidance in a high-volume, front-line customer service environment, preferably within an education environment using a student information system (Banner) or other 1st-tier technical support experience.

About George Brown College:

George Brown College is a leading institution in Toronto, renowned for its inclusive and innovative approach to education. We pride ourselves on educating students through real-world learning, and our faculty and employees make this vision a reality. We support them by making George Brown a great place to work, with hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment where everyone matters.

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