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Front Desk Representative

2 months ago

Vancouver, British Columbia, Canada The University of British Columbia Full time
Job Summary

The University of British Columbia is seeking a highly skilled and customer-focused Client Services Representative to join our team at Robson Square. As a key member of our front-line team, you will be responsible for providing exceptional service to clients and guests, ensuring a positive and efficient experience.

Key Responsibilities

  • Welcoming Front Line

    • Warmly greet visitors, students, and clients to UBC Robson Square, directing and assisting them as appropriate to ensure everyone arriving for meetings, classes, or events receives prompt attention.

    • Act as the first point of contact and respond in a professional manner to inquiries for information concerning UBC Robson Square and other on-site partners, as well as the broader UBC community.

    • Respond to moderately complex inquiries by providing information and redirecting queries to appropriate departments as required.

    • Exercise judgment based on thorough knowledge of established policies and procedures. Resolve minor complaints and redirect to appropriate units as necessary.

    • Perform front counter duties such as sending and receiving couriers, recording daily front desk statistics, monitoring office supplies, and organizing library books for transport to main campus.

    • Submit daily requests for building maintenance and security.

  • Data Entry

    • Provide clerical and administrative support and administrative backup to Event Services staff, Robson Square Business Office, and other building partners; perform office administration duties such as producing daily event, informational, and room signage.

    • Process deposits and payments for events, including cheques and credit cards, using dual dedicated software programs.

    • Respond to customer inquiries regarding accounts. Investigate and resolve complaints regarding discrepancies in consultation with the Customer Service Supervisor.

    • Assist in the reconciliation of accounts.

    • Enter, edit, and manipulate data in relevant information systems, requiring data manipulation processes of a moderately complex nature, including entering multi-departmental room booking and catering information.

    • Research various information as needed and provide benchmarking information for Event Services Team and Robson Square Business Office.

  • Other

    • Invigilate exams for external organizations, universities, and institutions across Canada and throughout the world, including following school-specific invigilation requirements; troubleshooting.

    • Facilitate sales of limited UBC merchandise through the front desk, including stocking merchandise, credit card processing, and providing receipts.

    • Perform Floor Warden duties during emergency evacuations (i.e., fire alarms) as needed.

    • Other duties as appropriate and required.

Requirements

The ideal candidate will possess:

  • High school graduation, plus one year of related training, plus two years of related experience, or an equivalent combination of education and experience.

  • Willingness to respect diverse perspectives, including perspectives in conflict with one's own.

  • Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion.

  • Experience working in a fast-paced, front-line environment preferred.

  • Ability to provide quality service to customers in a courteous, patient manner.

  • Strong conflict resolution skillset required since UBC RS's space attracts multiple audiences, including the general public.

  • Ability to de-escalate emotionally charged/heighted situations and alerting on-site security or emergency services as needed.

  • Ability to communicate effectively verbally and in writing.

  • Ability to effectively use MS Word, Excel, Internet at an intermediate level. Ability to perform word processing at 55 words per minute.

  • Ability to work flexible hours, including evenings and weekends.

  • Ability to work effectively independently and in a team environment.

  • Ability to prioritize and work effectively under pressure to meet deadlines.

  • Ability to take initiative, including willingness to seek answers where personal knowledge may be lacking. Ability to adapt to changing priorities with grace and confidence.

  • Ability to operate job-related equipment (photocopiers, calculators, cash registers, switchboard headsets, multi-line telephone, etc.) and to process cash and credit card transactions.