Student Services Representative

**Job Description**:
**What is the Opportunity?**:
Under the direction of the Registration and Service Desk Manager, the Student Services Representative provides front-line customer support for the Oscar Peterson School of Music. This role provides personalized, one-on-one program counselling with prospective students and guides customers through every step of the registration process. In doing so, this role builds long-term relationships with clients and creates opportunities to expand our customer base, while ensuring students are aligned with the most optimal programming available.

Student Services Representatives work closely with the RCM’s databases and digital systems to provide administrative support to the internal management team, and ongoing customer support to all students registered at the Oscar Peterson School.

**Main Duties & Responsibilities**:

- Provide one-on-one counselling and develop relationships with clients to guide prospective students towards the best programming fit for their interests and skillset.
- Oversee the registration process for each client from beginning to end, addressing customer concerns, and coordinating solutions with management when required.
- Develop the knowledge and operational practices necessary to exhibit a high level of expertise in all areas of the Oscar Peterson School’s programming.
- Cultivate positive long-term customer relationships and encourage retention by assisting clients through multiple touch points across each Academic Year.
- Provide suggestions and collaborate with others where necessary to improve and streamline administrative processes, best practices, and develop the overall knowledge base of the Student Services team with the Oscar Peterson School.
- Perform additional administrative duties as assigned.

**Job Requirements**:
**What We're Looking For**:

- Post-secondary diploma/degree, with an emphasis in the arts, education, or business administration.
- At least 2 years’ experience in a customer service or sales representative position, preferably including consultative sales and/or personal counselling with clients.
- Either formal music education training (i.e., private lessons, post-secondary schooling) or demonstrated engagement with the music community.
- Highly developed interpersonal and communication skills, both written and oral, and a drive to provide excellent customer service.
- Ability to learn quickly, multi-task, and make sound decisions following company policy.
- Confident and demonstrated conflict management skills, bolstered by the ability to remain calm under pressure.
- Demonstrated ability to work under pressure and with mínimal supervision, following established processes.
- Dedication to working in a group and maintaining a positive team atmosphere.
- A background in music or the RCM’s curriculum and programming considered an asset.
- Ability to provide service in a second language (French, Mandarin, Cantonese) is considered an asset.

**Hourly Rate**:

- $18.75 per hour

**Additional Information**:

- Availability to be on call and work evenings and periodic overtime.
- Works with confidential issues and data.

**How to Apply**:
The RCM is committed to fostering and inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM's Anti-Racism, Access and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.