Information Specialist, Contact Centre (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 Contact Centre Information Specialist will provide front-line telephone support, e-communications and in person through the provision of time-sensitive, accurate registrarial and general College information. The incumbent will strive to respond to a large volume of inquiries quickly and efficiently in as timely of a manner as possible and, as inquiries vary greatly, the Contact Centre Information Specialist will be responsible for assimilating and maintaining vast amounts of ever-changing information for quick reference. The incumbent provides support for all components of the student life cycle to support enrolment and retention.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;Responding to a variety of registrarial specific and general College inquiries regarding post-secondary programs and continuing education and professional studies from prospective students to applicants, current students, the College community, and members of the community;Guiding and advising prospects, applicants, students, and their influencers on general and/or program specific admission requirements for Post-Secondary programs and Continuing & Professional Studies (CAPS) courses, 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 channels as assigned, monitoring and reviewing all posts for content and notifying manager of any identified trends, patterns, common questions, and escalating unusual comments.Collecting, and maintaining statistics to track all Contact Centre inquiries including client type, inquiry type, response category, and comments;Documenting in the Customer Relationship Management (CRM) database all interactions with prospective students for future recruitment initiatives; Participating in outbound call campaigns to support student life cycle;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 Social Sciences, Business, Public Relations, 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.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.Employee Group: Part-time Support - RegularHourly Rate: $27.94 + 4% in lieu of benefits and vacationHours/Week: 24 hoursHours: Monday to Friday: 12:30 – 4:30pm with one of these days scheduled from noon to 8:30 pm (confirmed on hire), and Saturdays (9:00 am to 1:00 pm) on rotation.Application Deadline: May 17, 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

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected