Client Services Coordinator, Downtown Campus - Jobs in Calgary, AB

Job Description

Position OverviewThe Downtown Campus in Continuing Education is currently seeking a Full-time Limited Term Client Services Coordinator for approximately 2 years.The University of Calgary Downtown Campus (DTC) opened in 2010 and currently serves professional development learners and graduate students who enrol in programs offered by Continuing Education, the School of Public Policy, the Simpson Centre, Haskayne Executive Education, and the University of Alberta. With a mix of classrooms, meeting rooms, and event space, the Downtown Campus is also used by businesses and community groups seeking an offsite venue. The Campus currently operates six days a week with daytime, evening, and weekend programming.Primarily, this role exists to ensure that internal and external campus users have a positive experience through the full spectrum of space inquiry/tours; confirmation of booking details; preparation of rental contracts, the setup and logistics of events, floor plans, and quotes (if applicable); communication of booking logistics to facilities staff; troubleshooting during on-campus meetings and events; and final summary of rental fees (if applicable). This role ensures that time sensitive campus schedule reports are issued; that the electronic campus signage is up to date; and that the website information specific to the Downtown Campus is current.Being detail orientated and highly organized are key attributes for success in the role. The incumbent must have the ability to work under pressure and manage multiple demands while providing exceptional customer service.Reporting directly to the Downtown Campus Director, the Client Services Coordinator is part of the team responsible for delivering campus facilities and services that support the needs of students, downtown campus staff, and external users. This position works as part of a multi-functional operational team within University of Calgary Continuing Education.This position requires a high level of attention to detail, ability to manage multiple priorities, diplomacy, and good judgment when supporting campus users. Stress can be moderate to high, particularly when resolving campus user concerns or responding to last minute or competing space requests. Work requires creative problem solving to troubleshoot day-to-day issues that arise.Occasional early mornings and evenings are required, with potential options for part-time work from home, if desired.The Client Services Coordinator is responsible for communicating the set-up and on-site support of classes, meetings, and events. The incumbent is the key contact point for clients and guests to creatively and calmly solve issues that arise before and during events.The Client Services Coordinator plays a key role in liaising with both university departments and external users to schedule space, prepare contracts, and provide estimates for room rental and additional fees.The incumbent supports business development activities by hosting campus tours, preparing draft proposals, and maintaining the downtown campus website and electronic signage. Report preparation includes circulating the weekly downtown campus schedule and exporting various data from the scheduling software into Excel to generate key performance indicator charts and statistics (i.e. room usage, revenues, forecasting, etc.).Position DescriptionSummary of Key Responsibilities (job functions include but are not limited to):Space Scheduler:

• Optimizes space usage by assigning classroom, meeting room, and event space according to the priority needs and deadlines established for both UCalgary and external clients using the Ad Astra Scheduling software. Double checking all bookings in advance.
• Resolves errors in data submission. Monitors holds, cancellations, and un-accommodated requests.
• Issues the weekly campus activity reports and posts the weekly schedule to the electronic signs.

Facilitate Event and Room Booking Logistics:

• Maintains booking contacts in shared drive and booking details in Ad Astra.
• Ensures all details are captured such as floor plans, event start/end, cleaning/security requirements, AV, catering, and furniture requirements.
• Obtains preliminary event details to provide an estimate of rental charges and additional fees. Prepare quotes, contracts, invoice request forms, and a final statement of account as required. Obtains proof of insurance.
• Prepares contracts for signature.
• Compiles final rent and additional fees post-event in preparation for invoicing using an Invoice Request form. Prepares a final statement of account for internal clients who are billed via an Interdepartmental Billing Code (IDB) and for external clients who are paying by credit card.
• Welcomes campus users of event spaces; troubleshoots setup, signage, and service execution; acts as the main point of contact for clients at events while being available in person or by phone.
• Coordinates the collection of the monthly catering and AV facility fees.
• Coordinates the collection of the monthly fees for class bookings.
• In collaboration with Marketing Communications, coordinate Continuing Education external conference attendance and internal departmental events.

Business Development Support:

• Provides campus tours to prospective internal and external users and prepares draft quotes/proposals.
• Maintains a current client database and assists in the development of client prospecting, space permitting.

Communications Coordination Collaboration:

• Collaborates with Marketing Communications team, create visibility for the Downtown Campus and to maximize the usage of the Event Centre/multi-purpose spaces.
• Work with different departments for any promotional posters or any notifications they want to post University wide on the electronic signage.
• Collaboratively add messages to promote topics of interest to students, as well as promote upcoming lifelong learning programming.

Qualifications / Requirements:Education/Knowledge

• Post-secondary diploma in business, events, marketing, or related field is required.
• Must have knowledge of meetings/event planning and implementation.
• Must have knowledge of event planning logistics.

Experience

• Two to three years experience in the meetings, events, or hospitality industry.
• Administrative experience coordinating the preparation of contracts, proposals, and invoicing detail.
• Intermediate computer skills with Microsoft Office applications required (Outlook, Word, Excel, and PowerPoint). Must have experience with the use of Excel pivot tables and graphing.
• Knowledge of Ad Astra Scheduling Software and PartyCad is an asset.

Capabilities

• Excellent written and verbal communication skills along with a high level of personal effectiveness.
• Superior organizational and time management skills with the ability to work under pressure, handle multiple priorities, and meet strict deadlines.
• Exceptional customer service skills and meticulous attention to detail.
• Ability to problem solve and troubleshoot on the spot with clients and guests as needed.
• Ability to work collaboratively with staff at all levels is required.
• Ability to work collaboratively with different departments.
• The ability to work occasional early mornings or early evenings in a team- oriented environment.
• Ability to filter various data, data summary, and make graphs using Excel.
• Ability to work under pressure to meet deadline.
• This position requires appropriate business attire.
• University experience would be considered an asset.

Application Deadline: November 15, 2022We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.Additional InformationThis position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 1.To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.About the University of CalgaryThe University of Calgary is Canadas leading next-generation university - a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nations most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canadas top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion (equity@ucalgary.ca) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca).We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.Quick Apply

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