Customer Service Coordinator, Education Sector

3 weeks ago

Toronto, Ontario, Canada George Brown College Full time
Job Summary:

We are seeking a skilled Customer Service Coordinator to join our team at George Brown College. As a key member of our Contact Centre, you will provide exceptional support services to our students and community.

About the Role:

The Customer Service Coordinator (Specialist) is responsible for providing information and assistance with available programs and courses, admission requirements and processes, registration, financial assistance procedures, and application support. You will explain and communicate college registration policies to students and provide first-tier technical support and guidance for all student success services.

Key Responsibilities:
  • Act as facilitator of customer needs via any service mode, examining and determining customer needs, pointing them in the right direction, and providing advice on the most appropriate course of action.
  • Ensure timely and accurate information is provided upon request and 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 the customer's request and their needs (full-time vs part-time, domestic vs international, etc.).
  • Provide information on college support services available and explaining the processes to be followed in order to utilize such services (Student Affairs-Career Services, Accessible Learning Services, Student Health plan, Athletics, International Student Services, etc.).
  • Verify customer accounts, trouble-shoot access rights and issues to college services and applications (Stu-view including all services in the student account: registration, payment, application tracking, booking a test, GBC Awards, applying for transfer credits, Identity Management, GBC e-mail, and Blackboard).
  • Educate customers about available resources and services, escalating issues as appropriate or providing referrals to customers who require support by another service specialist.
  • Document customer escalations or referrals as needed and follow up with the appropriate parties to ensure resolution or customer satisfaction pertaining to the issue that was raised.
  • 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 be able to provide an appropriate response to a customer.
Requirements:
  • 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.
  • Solid diagnostic, coordination, organizational, problem-solving, and time management skills.
  • Excellent communication, collaboration, teamwork, and interpersonal skills at a professional level.
Salary:

$60,000 - $80,000 per year, depending on experience.

Location:

Toronto, Ontario, Canada.

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