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Client Services Representative

4 months ago

Vancouver, Canada The University of British Columbia Full time

Job Category

CUPE 2950

Job Title

Client Services Representative

Department

Customer Service | Robson Square

Posting End Date

December 7, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Jun 17, 2024

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. 

Job Summary

As a welcoming front-line ambassador for UBC Robson Square, the Client Service Representative ensures clients and guests have a positive and efficient experience. The front-facing and receptive Client Service Representative greets clients and guests, and is responsible for a range of administrative support duties, including comprehensive signage; daily data entry, event payment processing; and exam invigilation.

The collaboratively minded incumbent will work flexibly within a high profile, cross-functional team environment as well as independently. A strong conflict resolution skillset is recommended for UBC’s downtown location.

Typical shifts for this part-time casual position can vary from 2:30pm-10pm Monday to Friday and between 730am-5:30pm on weekends.


Organizational Status

As part of Robson Square Front Desk team, reports directly to Customer Service Front Desk Supervisor and then to Operations Manager.

Work Performed

Welcoming Front Line

Warmly greets visitors, students and clients to UBC Robson Square, directing and assisting them as appropriate to ensure everyone arriving for meetings, classes or events receive prompt attention.

Acts as the first point of contact and responds in a professional manner to phone, online, and walk-in inquiries for information concerning UBC Robson Square and other on-site partners, as well as the broader UBC community. 

Responds to moderately complex inquiries by providing information and redirecting queries to appropriate departments as required.

Gracefully exercises judgement based on thorough knowledge of established policies and procedures. Resolves minor complaints and redirects to appropriate units as necessary.

Performs front counter duties such as send/receive couriers; record daily front desk statistics; monitor office supplies; organize library books for transport to main campus.

Submits daily requests for building maintenance and security.

Data Entry

Provides clerical and administrative support and administrative back up to Event Services staff, Robson Square Business Office and other building partners; performs office administration duties such as producing daily event, informational and room signage.

Processes deposits and payments for events, including cheques and credit cards, using dual dedicated software programs.

Responds to customer enquiries regarding accounts. Investigates and resolves complaints regarding discrepancies in consultation with the Customer Service Supervisor.

Assists in the reconciliation of accounts

Enters, edits, and manipulates data in relevant information systems, requiring data manipulation processes of a moderately complex nature including entering multi-departmental room booking and catering information

Researches a variety of information as needed and provides benchmarking information for Event Services Team and Robson Square Business Office.

Other

Invigilates exams for external organizations, universities and institutions across Canada and throughout the world, including following school-specific invigilation requirements; troubleshooting;

Facilitates sales of limited UBC Merchandise through front desk. Includes stocking of merchandise, credit card processing, providing receipts.

Performs Floor Warden duties during emergency evacuations (i.e. fire alarms) as needed.

Other duties as appropriate and required.


Consequence of Error/Judgement
All information must be accurate and provided in a courteous, respectful, timely and supportive way. Client service decisions and attitudes have a direct impact on client satisfaction and, by extension, revenues. For example, inaccurate booking information can result directly in revenue losses or a decision to book future events at alternate venues. Incomplete information or mishandling of client inquiries, concerns or problems can cause a negative impact on UBC's reputation. Providing accurate and timely feedback from clients to event planning staff is critical to the ongoing improvement of our campus. Errors in examination facilitation may cause embarrassment to the University and a loss of revenue.

Supervision Received
Reports to Customer Service Supervisor, UBC Robson Square. Works collaboratively within Front Desk team as well as independently. Works closely with all stakeholders at UBC Robson Square. Receives detailed instruction on assignment of new duties or unusual problems. Follows predefined policy and procedures. Works with limited direct supervision.

Supervision Given
Trains new employees.

Minimum Qualifications
High school graduation, plus one year of related training, plus two years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

- High School graduation, plus one year of related training, plus two years of related experience or an equivalent combination of education and experience.

- Experience working in a fast-paced, front line environment preferred.

- Ability to provide quality service to customers in a courteous, patient manner.

- Strong conflict resolution skillset required since UBC RS’s space attracts multiple audiences, including the general public.

- Ability to deescalate emotionally charged/heighted situations and alerting on-site security or emergency services as needed.

- Ability to communicate effectively verbally and in writing.

- Ability to effectively use MS Word, Excel, Internet at an intermediate level. Ability to perform word processing at 55 words per minute.

- Ability to work flexible hours including evenings and weekends.

- Ability to work effectively independently and in a team environment.

- Ability to prioritize and work effectively under pressure to meet deadlines.

- Ability to take initiative, including willingness to seek answers where personal knowledge may be lacking. Ability to adapt to changing priorities with grace and confidence.

- Ability to operate job-related equipment (photocopiers, calculators, cash registers, switchboard headsets, multi-line telephone etc) and to process cash and credit card transactions.