Clerical Assistant

Clerical Assistant - Triage Clerk, Undergraduate Student Office Primary Purpose: As the “face” of the Undergraduate Student Office (UGSO), this position provides a welcoming, sensitive and helpful first point of contact for students, faculty, staff and visitors to the UGSO, effectively assisting them in accomplishing their academic and student goals at the University. The position primarily supports the work of all staff within the Undergraduate Student Office in the College of Arts and Science. Nature of Work: Reporting to the Manager of Undergraduate Student Services and Records, this dynamic public position is located in the Undergraduate Student Office in the College of Arts and Science, and exists in a high volume environment with competing demands and frequent interruptions. Consisting primarily of face-to-face and telephone interactions, the position is driven by high customer service standards and demands a particular personality type: friendly, patient, empathetic, tactful, culturally sensitive, analytical, and knowledgeable, with well-honed interpersonal communication ability and ability to manage traffic flow during peak periods and keep a cool head in any situation. The position requires the ability to work effectively and cooperatively with others to support the goals of the unit. The position works independently with general and minimal supervision, deciding which processes and information to use to achieve objectives, adapting methods and practices to solve problems, and exercising judgment within established guidelines. Typical Duties or Accountabilities: Provide excellent front-line service in answering telephone and in-person inquiries from students, faculty, and visitors to the UGSO to determine appropriate referrals within the UGSO; Maintaining the physical and social environment in the front-office of the UGSO so the unique needs of a diverse student body are provided with a comfortable and sensitive environment; Exercise judgment and efficiency in scheduling students with appropriate and available Academic Advisors by providing a preliminary assessment of a students’ academic program/progress; Keep up-to-date with College of Arts and Science, and University schedules, policies, procedures as they pertain to student services delivery; Coordinate and receive office mail and confidential deliveries to the UGSO; Triage student requests and maintain the established workflow within the UGSO JIRA system; Assist with the maintenance of academic advising appointments in the Microsoft Bookings system; Data entry ( tracking the nature of inquiries to the UGSO, etc.); Manage the content of the student information scroll bar on the TV outside of the UGSO; Assist with maintaining student academic files in our electronic document system; Work collaboratively with other office and advising staff in the UGSO when required; Undertake other activities, as may be delegated from time to time in support of the unit’s/colleges procedures and goals Education: Completion of Grade 12 and a recognized one-year post-secondary secretarial/office education program. An equivalent combination of education and experience may be considered. Experience: Minimum two years of demonstrated/proven customer service experience in a fast-paced front line service environment, preferably in a university setting in an academic department or unit. Knowledge of the college and university’s organization and practices, admission and student services (registration, student records, convocation, student promotion standards, examinations and scholarships). Skills: Demonstrated effective interpersonal and communication skills (oral and written, active listening, probing) including awareness of the effects of his/her own communication style on others; cross-cultural and diversity awareness; effective investigative and analytical/problem-solving abilities; demonstrated emotional maturity and resiliency in difficult circumstances, with the ability to handle stressful situations calmly and effectively; able to interact positively with co-workers, students, faculty, staff and the general public; ability to demonstrate tact, diplomacy and discretion; demonstrated ability to take initiative, exercise good judgment and make independent decisions to successfully serve visitors to the UGSO; ability to maintain confidentiality at all times; proven ability to organize work, prioritize competing demands, meet deadlines, effectively handle interruptions and complex or unexpected situations; demonstrated ability to work independently with minimal supervision in a team-oriented environment; detail-oriented; proficient in the use of Microsoft Office applications, electronic calendars and the ability to learn other software programs; working knowledge of the Banner system (SiRius), Degreeworks, JIRA, and PAWS