Information Specialist, Contact Centre

4 months ago

Toronto, Canada George Brown College Full time

Competition Number: REQ 6257

TITLE:  Information Specialist, Contact Centre

DIVISION:  Office of the Registrar

SALARY:  Payband F, starting rate $ per hour

HOURS:  Monday to Friday (varied)

HOURS PER WEEK:  35

LOCATION:  51 Dockside Drive

STATUS:  Full Time Support

EFFECTIVE DATE:  Immediately

CLOSING DATE:  August 12, 2024

LandAcknowledgement

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

George Brown College is committed to creating and sustaining an equitable and inclusive learning and working encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

GBC Vision

To be a college renowned for its inclusion, excellence, relevance, impact, and leadership.

Position Summary:

The Contact CentreInformation Specialist (Specialist) is a part of the Contact Centre team,providing support services to the GBC students and community. The Specialistprovides information and assistance with available programs and courses,admission requirements and processes, registration, financial assistanceprocedures and application support. The Specialist explains and communicatescollege registration policies for students and provides first-tier technicalsupport and guidance for all student success services.

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.
Advising applicants regarding the application process, interpretation of college policies, and next steps to submit supporting documents or additional application requirements.
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 the 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 customer, they can provide them with the necessary information as many services may or may not be available for that particular customer segment.
Verifying customer accounts, trouble-shooting access rights and issues to college services and applications (Stu-view including all services in the student account: registration, payment, application tracking, booking a test, GBC Awards, applying for transfer credits, Identity Management, GBC e-mail, and Blackboard).
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.
Following the appropriate processes to complete requests for: change of addresses, personal email, phone number, password reset requests, booking admission and placement test dates, a reprint of mailing correspondence, tuition tax receipts no longer accessible online, and printed program collateral.
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 ( Banner) or other 1st-tier technical support experience.

Skills andAttributes:

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. Priority will be given to internal candidates per our Support Staff Collective Agreement. External candidates are welcome to apply, and their applications will be considered after the internal review is complete. George Brown College may keep applications for up to 12 months and may contact you for future opportunities. 

About Us:

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 . See why we are consistently ranked as one of .

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.

George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

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