Student Service Associate

Through an integrated service model, the Tier 1 staff acts as the centralized point of contact for both the Office of the Registrar & Student Affairs portfolios. As such, SSA's provide consistent, efficient, and accurate Tier 1 support for admissions, events, registration/records, fees/payments, financial aid/awards, student services and supports.
- Interim arrangement while recruitment for the permanent Service Excellence, Manager takes place.

**What You’ll Be Doing**
- Establishing a positive first point of contact experience for all visitors to the Service Hub;
- Providing front-line, in-person, professional customer service to support a seamless experience;
- Guiding students through Sheridan processes (i.e. registration, fee payment) and systems (i.e. SIS, booking systems);
- Maintaining accurate case records of all prospect interactions in the Customer Relationship Management (CRM) database for future recruitment initiatives;
- Possessing in-depth knowledge of Sheridan’s programs, processes, workflows, and services;
- Reviewing student record (SIS) to gather additional insight on student status, question or issue;
- Assisting in accessing Tier 2 support via self-service appointment booking or direct referral in queue;
- Making appropriate and timely referrals to other areas of the College (i.e. Faculty, Onecard,
- Library, Security, etc.);
- Investigating and trouble-shooting student record anomalies regarding admission, registration, graduation, fees, etc.;
- Maintaining the highest standards in regard to confidentially, enforcing the Freedom of Information and Protection of Privacy Act (FIPPA) and Ontario Student Assistance Program (OSAP) standards;
- Providing multichannel support to meet varying communication preferences;
- Providing phone and live chat support for those seeking real-time assistance with their question or concern;
- Monitoring, reviewing, tagging and responding to social media channels;
- Supporting in the creation of training manuals, how-to guides, standard operating procedures and troubleshooting documentation;
- Providing feedback to leadership on trends/patterns/streamlining processes;
- Initiating proactive student outreach/campaigns with the leadership, as needed;
- Recommending workflow improvements for digital systems (i.e. chatbot);
- Reviewing recurring questions and/or issues causing friction or pain points in the student experience;
- Performing other related duties as assigned.

**About You**

You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to **anti-oppression, equity,** and **inclusion**.

You have a highly **collaborative** spirit and **interpersonal skills** with the ability to work with others to support establishing and achieving collective goals.

You are a **student/client-centered** individual with a passion for facilitating student success and enhancing the student experience.

You have excellent **written and verbal communication skills**, and ability to present to diverse audiences and communities.
- 2-year Diploma in Social Sciences, Business, Public Relations or related field;
- Minimum 2 years of experience in an educational or business customer service environment (or an equivalent combination of relevant education and experience);
- Demonstrated computer skills and experience in the Microsoft Suite, website content management, social media platforms, database management (creating, updating and report generating), Customer Relationship Management is preferred;
- Fluency in a second language other than English is also preferred;
- A commitment to the principles of empowerment, integration and inclusion, and demonstrated skills and ability in the following are required:

- Experience providing service to diverse populations, including international individuals;
- Responding to client needs in a sensitive and positive manner;
- Maintaining a high degree of confidentiality.

**Who We Are**
- For more information, visit: Why Work at Sheridan

**Other Details**

**Faculty/Department**: Office of the Registrar
**Primary Work/Campus Location**: Trafalgar (may be assigned activities at any Sheridan campus)
**Work Categorization**: Resident Position | Fully on-site 5 days/week
**Reference #**: J1024-0562
**Employee Group**: Support Staff
**Payband**: F
**Hourly Range**: $31.05 - $35.99
**Hours/Week**: 35
**Hours**: 8:30 am - 4:30 pm
**Application Deadline**: October 21, 2024

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opp