Service Hub Administrative Coordinator

2 weeks ago


Langley, Canada Trinity Western University Full time

Position Purpose and Summary

The Service Hub is the first point of contact where students, alumni, faculty, staff, and guests, connect with University Services, via phone, in person, or online. Every request is logged, categorized, and prioritized within a specified Service Level Agreement (SLA).

Key Areas of Accountability
- Act as backup support for monitoring incidents, and service requests, online, on the phone, and in person (when permitted) upholding service SLAs
- Advise leadership on trends and innovation for the Service Hub by analyzing the ticketing data and incoming requests
- Quickly escalate requests, problems, or outages to the Service Hub Manager/Tier 2 support in a timely fashion
- Work alongside and collaborate with stakeholders to provide all customers with world-class customer service, seeking solutions as efficiently as possible, in humble and effective manner and when needed to lead the weekly touchpoint meeting.
- Maintain the knowledge base articles, identify areas of improvement, and ensure the information is up to date, if there are any articles missing, ensuring that the required information is easily accessible to students.
- Maintaining the online Service Hub website, updating the Information as Is relevant to the customers

The Person

**Skills and Abilities**
- Excellent oral and written English communication
- Detail-oriented, strong organization, and capable administrative abilities
- Able to follow and adhere to a service delivery workflow
- A self-starter, motivated to do quality work, being solution oriented

**Personal**:
Warm-hearted, dedicated, committed and mature Christian with a keen desire to serve in family, church, work, and community. A passion for TWU and its mission, vision, values, Statement of Faith, and Community Covenant. Impeccable character and reputation, a pleasant personality with a positive and friendly attitude amid a very busy and challenging university atmosphere.

**Servant-Leader Way of Life**: Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.

Key Internal Interactions

**Reports to**:Customer Service Manager, Service Hub

Standards & Requirements

**Education**: A university degree or college diploma in business or administration is preferred.

**Experience**: 1-2 years customer service and/or Helpdesk experience is preferred.
- Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing._-
- Trinity Western University is located on the traditional ancestral territory of the Sto:lo people._



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