Student Services Specialist

**Position**: Student Services Specialist

**Company**: ILAC (International Language Academy of Canada)

**Location**: Vancouver

**Reports to**: Director of Operations

**The Company**

ILAC Education Group is an industry leader with a mission to change lives through education and create opportunities for international students to achieve their dreams.

For over 28 years, ILAC has offered thousands of international students an immersive learning experience with award-winning English language programs, cultural diversity, exceptional customer service and beautiful campuses in Toronto and Vancouver.

ILAC offerings include high school, in-person and online language training, summer camps, pathways to higher education in Canada and the US, study & work programs, language testing centres, and student housing.

**Overview of the Role & Team**

We are seeking an organized, customer service driven Student Services Specialist. The Student Service Specialist is a critical role at ILAC at the heart of student services. The Student Services Specialist will report directly to the Campus Manager and work across the ILAC matrix closely with the Scheduling Managers, School Operations, Academic and Accommodation Teams providing the highest quality experience to all our students during their studies at ILAC.

The student services team is the face of ILAC and the first impression students have with our schools. The role contributes to and maintains a culture of outstanding customer service and exhibits excellent communication and interpersonal skills; projecting a professional and courteous manner at all times when representing the school.

**Schedule**:

- Monday to Thursday, 12pm to 8:30pm
- Friday, 8am to 4:30pm

**Responsibilities and Duties**
- Ensure all contractual documents are collected on the first day for each student and stored confidentially, securely and accurately.
- Help organize and participate in weekly orientations and intake processing.
- Ability to correctly identify student class needs and changes, in coordination with the Scheduling Managers.
- Act as a first point of contact providing information on day-to-day life for students, including housing requests, facilities, personal safety and student welfare.
- Oversee book and activity purchase, upselling the student experience.
- Support students with Pathway related questions and cascades the information accordingly, ensuring all students are serviced based on their needs.
- Liaise between students and departments to provide support at all levels.
- Assist the Campus Manager to ensure graduating students are identified, tested, and surveyed; ensure certificates and final documents are prepared and participate in conducting graduation ceremony.
- Attend to student complaints and cooperate with respective departments to resolve issues.
- Assist with administrative tasks such as testing, new terms and academic procedures.

**Requirements**:

- Has enthusiasm, energy and a get it done attitude
- Is passionate about customer service and experience
- Has excellent problem solving and critical thinking skills
- Has a sincere desire to work with international students
- Has demonstrated customer service experience in sales or student counselling capacity
- Has the ability to manage multiple priorities while maintaining strict attention to details
- Wants to contribute to a positive team environment
- Educated to a degree level
- Complete fluency in English, and either Spanish or another language is an asset
- ILAC is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility to Ontarians with Disabilities Act. If contacted, please advise should you require accommodation during the hiring process._

ILACH