Information Specialist, Contact Centre

4 weeks ago

Toronto, Ontario, Canada George Brown College Full time

Job Title: Information Specialist, Contact Centre

Job Summary:

The Contact Centre Information Specialist is a key member of the George Brown College team, providing exceptional customer service to students and the community. This role requires a high level of communication, problem-solving, and organizational skills to ensure timely and accurate information is provided to customers.

Key Responsibilities:

  • Provide information and assistance with available programs and courses, admission requirements and processes, registration, financial assistance procedures, and application support.
  • Explain and communicate college registration policies to students and provide first-tier technical support and guidance for all student success services.
  • Act as a facilitator of customer needs via any of the service modes available, 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.
  • Advising 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 explain 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).
  • Escalate issues as appropriate or provide referrals to customers who require support by 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 pertaining to the issue that was raised.
  • Follow the appropriate processes to complete requests for: change of addresses, personal email, phone number, password reset requests, booking admission and placement test dates, a reprint of mailing correspondence, tuition tax receipts no longer accessible online, and printed program collateral.
  • 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:

  • 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.

Skills and Attributes:

  • Solid diagnostic, coordination, organizational, problem-solving, and time management skills.
  • Excellent communication, collaboration, teamwork, and interpersonal skills at a professional level.
  • Demonstrated commitment to uphold the College's priorities on diversity and equity.

About Us:

George Brown College is a leading institution in Toronto, committed to creating and sustaining an equitable and inclusive learning and working environment. We offer 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.

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