Job Information Specialist, Student Success Hub in Toronto

Information Specialist, Student Success Hub

Toronto
Job description

At George Brown College, we are committed to maintaining safe learning, working, and living environments for all members of our community. For our latest updates related to COVID-19, please visit - https://www.georgebrown.ca/covid-19.


Land Acknowledgement

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.

At George Brown College, we have established a reputation for equipping our students with the skills, industry experience and credentials to pursue the careers of their choice. As employees, we are committed to creating an enriching learning community for our students, delivering excellence in what we do, holding ourselves accountable for our work and demonstrating diversity and respect for one another.


What responsibilities will you have in this role?

  • Responds to enquiries. Examines and determines customer needs, pointing them in the right direction and providing advice on the most appropriate course of action.
  • Advises applicants regarding the application process, interpretation of college policies and next steps to submit supporting documents or additional application requirements.
  • Provides information regarding courses/programs based on the customer’s request and their needs (full-time vs part-time, domestic vs international, etc.).
  • Offers information on college support services available and explaining the processes to be followed in order to utilize such services.
  • Documents 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.
  • Provides assistance to other Contact Centre Information Specialists, part-time staff and Student Ambassadors when they are faced with complex inquiries or are missing information to be able to provide an appropriate response to a customer.
  • Researches relevant program or service information and preparing tip sheets for the Contact Centre team, presented in group meetings, and emailed or presented through other communication modes.
  • Updates and contributes to the Internal Agent Knowledgebase. Reviews current content in the agent knowledgebase and making appropriate changes to keep the information up to date.
  • Communicates with academic centres and Student Success services to improve interdepartmental lines of communication and share information with the rest of the Contact Centre team.
  • Attends information sessions offered by other service or academic areas.
  • Participates in projects for divisional or departmental initiatives aimed at improving business or service delivery.
  • Other related duties as assigned.

What qualifications do you need for this role?

  • 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 years practical experience working and providing guidance in a high volume front-line customer service environment, preferably within an educational environment using a student information system. (e.g. Banner_ or other 1st tier technical support experience.
  • Experience in problem-solving complex situations, troubleshooting and resolving conflict, exercising tact, discretion and sound judgment.
  • Experience in providing excellent customer service/support; well-developed interpersonal skills, including cross-cultural sensitivity.
  • Experience in prioritizing and managing pressure associated with the management of numerous high-volume tasks in a busy service environment, high level of accuracy and attention to detail.
  • Able to learn quickly and stay abreast of changes to policies and procedures specifically in the Registrar’s Office/Student Service Centre with respect to Admissions, Registration, Student Records and Financial Aid.
  • Ability to easily adapt to new and changing situations.
  • High degree of organizational and multi-tasking skills; ability to prioritize appropriately.
  • Exceptional customer service skills, able to maintain a professional customer service centered attitude.
  • Ability to maintain confidentiality of information, to exercise tact and diplomacy and exhibit good judgement.
  • Travel between campuses is required.
  • Demonstrated commitment in delivering excellent service to others as this is key in supporting the success of our students and our College.
  • Strong communication, collaboration, teamwork and people skills.
  • Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experience and styles.
  • Flexibility in adapting to change and in participating in consultative decision-making processes.

Hours of Work: 8:30 am – 4:30 pm (Monday to Friday)
Interview process may consist of a practical skills component.


NOTES:

  • If employed currently or previously employed at GBC, please log into Cornerstone with your employee account.
  • Please ensure your resume highlights all relevant education, training and experience that are applicable to the minimum qualifications for this role.
  • 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.
  • First consideration will be provided to internal candidates in accordance with our Support Staff Collective Agreement.


Closing: September 30, 2022


George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities. 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). The Human Resources representative responsible for the recruitment for this position will work with applicants requesting accommodation at any stage of the hiring process. Candidates who require accommodation in the interview process may contact [email protected] and all information received will be addressed confidentially.


As a unionized workplace, we support our internal employees by providing first consideration to qualified applications as set out in the Collective Agreement.


For information on George Brown College, please visit our website at www.georgebrown.ca.

Job Information Specialist, Student Success Hub in Toronto

George Brown College

Toronto