Contact Centre Information Specialist (Part-Time) - Jobs in Oakville, ON

Job Description

Preference will be given to qualified regular part-time employees within the Part Time Support Staff bargaining unit at Sheridan College. Should a suitable candidate not be found, external candidates will be considered.Reporting to the Manager of Client Services, Office of the Registrar, the Post-Secondary Contact Centre Information Specialist delivers front-line telephone support and e-communications with the provision of time-sensitive, accurate registrarial and general College information for all components of the student life cycle to support enrolment and retention. The incumbent is a primary contact for prospects, applicants, students and alumni seeking information on the Sheridan lifecycle. As such the Contact Centre Information Specialist is often the first point of contact with prospects and applicants and is influential in the initial experience with Sheridan. The Contact Centre Information Specialist is responsible for maintaining and assimilating currency of a vast knowledge base for the efficient and accurate resolution of inquiries. The Contact Centre team of Information Specialists are part of a fast-paced client service environment responding to a large volume of inquiries daily.What You’ll be DoingProviding the first point of contact in a multi-channel environment supporting prospective students, applicants and the public that supports the customer service model for Sheridan and establishes a positive customer relationship;Guiding and advising prospects, applicants, students, and their influencers on general and/or program specific admission requirements for Post-Secondary programs, application processes, Sheridan curriculum and curriculum delivery, career opportunities and post-secondary education, both at Sheridan and in Ontario;Promoting and instructing prospects, applicants, and students on how to be self-sufficient by using web enabled services, especially Sheridan’s online self-service portals;Accessing, investigating, and interpreting student/applicant inquiries in an accurate and timely manner, (found in either a paper or computerized format) and communicating the appropriate response to the client;Monitoring Sheridan’s social media, Live CHAT and Texting channels as assigned, reviewing all posts for content, responding as required and notifying manager of any identified trends, patterns, common questions, and escalating unusual comments.Collecting, and maintaining statistics to track all Contact Centre inquiries.Documenting in the Customer Relationship Management (CRM) database all interactions with prospective students for future recruitment initiatives;Participation in recruitment events;Assisting Recruitment and Admission departments;Other duties as assigned.About YouYou have excellent oral and written communication skills .You enjoy balancing many different tasks and can prioritize multiple projects while staying organized and maintaining a high level of attention to detail .You enjoy working independently and as part of a team in a fast-paced environment.You use your interpersonal skills to build working relationships and provide excellent customer service.The successful candidate(s) will also meet the following:2-year diploma in Business, Public Relations, Sales and Marketing, Social Sciences or a related field with a minimum of 3-years of practical experience in an educational, customer service or business environment (or an equivalent combination of relevant education and experience).Knowledge of the College and Ministry policies and procedures relating to admissions, registration, and academic progress, and familiarity with postsecondary programs at Sheridan and other Colleges and Universities.Previous Contact Centre experience is considered an asset.Demonstrated proficiency with Microsoft Office Suite.Available to work weekends on occasion.Who We Are:Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2024: Galvanizing Education for a Complex World (https://sheridan2024.sheridancollege.ca/) , charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity, and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.For more information, visit: Why Work at SheridanOther DetailsFaculty/Department: Office of the RegistrarCampus Location: Trafalgar (may be assigned activities at any Sheridan campus) This position is currently working in a hybrid format with a combination of on campus and remote work.Reference #: J1022-2182Employee Group: Part-time Support - RegularHourly Rate: $25.81 + 4% in lieu of benefits and vacationHours/Week: 24 HoursHours: Monday, Tuesday, Wednesday 12:30 – 4:30 pm, Thursday 12:00pm to 8:30 pm, Friday 12:30 to 4:30 pm. Occasional Saturday work is required.Application Deadline: November 4, 2022Sheridan 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 opportunity to be working on this land.Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.Sheridan is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources.You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.Quick Apply

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