Information Specialist, Contact Centre

**CLOSING DATE**:October 25, 2024

**Land**_ _**Acknowledgement**
- George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other._

**Equity Statement**_ _**

**GBC Vision**
- To be _a college renowned for its inclusion, excellence, relevance, impact, and leadership._ _

**Position Summary**:
**Key Responsibilities**:

- Acts as facilitator of customer needs via any of the service modes available by examining and determining customer needs, pointing them in the right direction and providing advice on the most appropriate course of action.
- Ensuring timely and accurate information is provided upon request and communicated in an efficient, professional and customer-focused manner.
- Providing information regarding courses/programs based on the customer’s request and their needs (full-time vs part-time, domestic vs international, etc.).
- Providing information on college support services available and explaining 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.) By understanding their customers, they can provide them with the necessary information as many services may or may not be available for that particular customer segment.
- Escalating issues as appropriate or providing referrals to customers who require support by another service specialist. Incumbent is guided by the department’s Customer Service Standards to respond to customers with care, courtesy and a commitment to help resolve issues at the first point of contact.
- Provides 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.
- Supports 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.
- Other duties as assigned.

**Educational and Experience 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 (e.g. 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.

**Interview process may consist of a practical skills component.**

**Notes**:

- The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.

**About Us**:
George Brown College prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently ranked as one of GTA’s top employers.

**Why work here?**

George Brown College offers 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.