Enrolment Services Specialist

**About Durham College**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

**DUTIES AND RESPONSIBILITIES**:
**Transformational Service to a wide range of clients**:

- Through a centralized student communication hub, the incumbent will provide specialized customer service, that supports the service activities of the RO including but not limited to admissions, enrolment and withdrawals, financial accounts, and the official student record by providing clients (prospective and current students, guests, alumni, campus colleagues) with information and services including the explanation of complex administrative procedures and presenting options in consideration of their unique situation.
- Responds to multi-faceted inquiries from basic to complex, with detail and accuracy, and in a professional manner. Anticipates information the client needs to know so as to provide as thorough a response as possible.
- Continually supports the student journey through maintaining accurate and up to date information of how students receive supports through academic faculty offices and student service areas. The incumbent will be able to provide knowledge of the services/supports offered, when a student should be connected with them and how.
- Troubleshoot client problems effectively, identify and analyze any student escalations and provide accurate solutions or referrals to management or area experts.

**Communications and Outreach**:

- Maintain the ES/Records website and MyDC on an ongoing basis to ensure it is always accurate and up-to-date, as well as highly user-friendly and engaging.

**Supports accuracy and maintenance of departmental materials**:

- Identifies public facing information resources (digital, print) used to help clients that require updates. Identifies training and procedural resources requiring updates, and suggest revisions by referring to department publications and internal department contacts for accurate and latest information.
- Provides input to the appropriate senior staff for any changes to the digital, telephone and in-person functions and process for continuous improvements in service standards and for a more streamlined process.

**Systems**:

- Be the department expert in student systems that support and track the student journey, track data and provide concise reporting on student interactions via: qflow, salesforce, livechat, five9 and any other student systems used in the RO/IE.

**QUALIFICATIONS**:

- A minimum of a 3-year diploma/degree or equivalent in business administration, communications or marketing.
- A minimum of 5 years of practical experience working in a high-volume customer experience environment, within an education setting using a computerized student information system.
- Dependable, resourceful and possesses excellent communications and interpersonal skills with a proven ability to be clear and concise in all verbal and written communications.
- Strong organizational skills with excellent data management and time-management abilities.
- Professional demeanor with a high level of integrity and discretion.
- Adaptability, flexibility and innovative problem-solving skills.
- Demonstrates critical thinking skills to support decision making and referral of issues to appropriate internal or external individuals.

**Required Skills**:
Starting Hourly Rate: $33.38 Four Year Rate: $38.75

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (8:30 am - 4:30 pm).