Connection Desk Associate, Langford

Reporting to the Connection Desk Team Lead, the Connection Desk Associate plays a key role in delivering high-quality front-line service and administrative support at the RRU Langford - John Horgan Campus. As the first point of contact for students, staff and visitors, this position is responsible for creating a welcoming environment and providing accurate, timely referrals to appropriate campus services.

The Connection Desk Associate supports daily operations by helping students navigate post-secondary supports and referring them to the appropriate services. In addition, they will assist with processing services requests such as ID cards, parking passes, lockers and print accounts and acts as a liaison for building related concerns.

The Connection Desk Associate will have high level of empathy, cultural sensitivity and discretion to support students who may be facing academic, personal and financial challenges. With a strong focus on customer service, organization and attention to detail, the Connection Desk Associate contributes to a positive campus experience and promotes student success through timely referrals to supports available at their respective institution.

The Associate supports the overall functioning of the RRU Langford - John Horgan Campus student support services and may be occasionally called upon to provide back-up services for the Student Commons. They are a key member of the Royal Roads University Student Services team and may also be assigned work for any Royal Roads program or at any campus.
- Job Requirements
- Minimum of three years of customer service or post-secondary experience.
- Working knowledge of RRU’s programs, services and the local community.
- A professional approach and commitment to customer service excellence.
- Experience dealing with difficult situations and people in distress.
- Ability to exercise a high level of judgement, diplomacy and tact and to respect and maintain confidentiality in sensitive and/or volatile situations.
- Strong intercultural competence and understanding of the values of equity, diversity and inclusion.
- Problem solving ability.
- Ability to multi-task and work effectively in a busy and dynamic work environment.
- Competent computer skills, including MS Word, Excel, Outlook, POS

**Competencies**:
Competency

Level

Definition

Learner/Customer Focus

2

Probes deeply into learner needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand learner requirements and surpass their expectations.

Decision Quality

3

Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Collaboration

2

Finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.

Equity, Diversity & Inclusion

2

Grasps the uniqueness of each individual and challenges others who use stereotypes. Seeks out opportunities to learn and put into practice ideas from others with different perspectives, backgrounds, etc.

Drives Vision and Purpose

2

N/A

Instills Trust

2

Consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.

Climate Action

TBD
- Additional Information
- This is a regular, full-time position working 37.5 hours per week. This position has been evaluated at ADM-C with a salary range of $55,202 (minimum) to $64,846 (midpoint) to $74,490 (maximum) per annum. Employment offers will normally be made between the minimum and midpoint of the range and are determined by knowledge, experience and internal equity. The University is pleased to offer a comprehensive benefit package. Royal Roads University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our faculty and staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities and persons of any sexual orientation or gender identity.