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Customer Service Representative

2 months ago

County of Athabasca No, Canada Athabasca University Full time
Job Summary

Athabasca University is seeking a highly skilled and customer-focused individual to join our team as an Information Centre Attendant. As a primary contact for prospective students, you will provide general information about the university's programs, services, and key selling features.

Key Responsibilities
  • Provide exceptional customer service to prospective students, responding to inquiries and providing detailed information about the university's programs and services.
  • Assist current students by responding to their enquiries and directing them to the appropriate department or escalating the case for further investigation.
  • Work to support service provided through the Information Centre, with the expectation to assimilate and communicate the AU mandate with awareness of how your individual and collective contribution facilitates student contact and connection with the AU community.
  • Demonstrate commitment to service quality and efficiency, and champion the efforts of the Information Centre team.
Requirements
  • Completion of a university or college business, public relations, communications, marketing or related program and a minimum of one year experience in a customer service, information, or helpdesk environment.
  • An equivalent combination of education and/or experience may be considered.
  • A working knowledge of service tracking systems will be an asset.
  • Must demonstrate outstanding oral skills and friendly telephone demeanor combined with the ability to deal with callers – including difficult ones – confidently, empathetically, and knowledgeably.
  • Must demonstrate active listening skills and be able to apply effective questioning and analytical techniques.
  • Must demonstrate basic written communication skills with the ability to respond to student queries with utilization of system tools (ex: templates), forwarding complex cases when required.
  • Expectation to gain and apply comprehensive knowledge of university organizational structure, operations, services, regulations, policies and procedures to assist in addressing student queries.
  • Commitment to lifelong learning and value for continuous improvement demonstrated through previous work experience.
  • The ability to work as part of a team and contribute to service quality and efficiency.
What We Offer
  • Benefits and Pension eligibility differs based on employee group and may include:
  • Defined Benefits Pension Plan
  • Alberta Health Care
  • Extended Health Care
  • Life Insurance, Accidental Death & Dismemberment Insurance
  • Disability Coverage
  • Vacation
  • Office Closure between Christmas and New Year's Day
  • Discretionary Benefit Fund
  • AU Course Allowance
  • A Variety of Leaves (e.g., Maternity/Parental/Adoption, Compassionate Care, etc.)
  • Employee & Family Assistance Program (EFAP)