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Coordinator, Client Services

College Scarborough Centennial College of Applied Arts and Technology
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Organization Overview Diversity, equity and inclusion are fundamental to our mission to educate students. We are committed to education that places strong emphasis on global citizenship, social justice and equity. We live this value through the strength and richness that diversity brings to our workforce and welcome contributors from equity groups including: Indigenous Peoples, Visible Minorities, Persons with Disabilities, Lesbian Gay, Bisexual, Transgender and Queer persons
Title Coordinator, Client Services
Competition Number 19-S-158
Campus/Site Progress Campus (With travel to all campuses)
Position Summary
Enrolment Services
(This position is initially open to full time, bargaining unit employees of the college)
 
Reporting to the Manager, Client Services, the incumbent is responsible for the day-to-day operations of the Client Services department including, but not limited to, building staff schedules, dealing with IT software and telephony issues, distributing tasks to staff members and overseeing the clean up of bad or incorrect student data in Banner. The incumbent is also responsible for organizing the onboarding of new staff including all seasonal registration staff. This includes training on processes and procedures with Banner, Q-Flow, OAT and Moneris.
Responsibilities
  • Provides direction and training to Senior Enrolment Representatives on new processes as well as Just-In-Time Training (JIT) prior to all peak periods (admission offers, fees collection, registration, T2202A release, etc.) which requires regular travel amongst all campuses. The incumbent resolves tier two client services issues, escalated from tier one frontline or the call centre.
  • The incumbent initiates reports to review data input for accuracy and advises the Manager, Client Services of required data clean-up and leads the data clean-up with direction and objectives set by the the Manager, Client Services.
  • Creates and interprets daily Call Centre statistics to advise the Manager of potential issues.
  • The incumbent provides input for strategies, planning, and implementation of various projects which includes but is not limited to three major start-up cycles. The incumbent undertakes a number of projects relating to the review and improvement of operational processes in the Enrolment Services department.
  • Under the supervision and guidance of the Manager, Client Services, the incumbent is required to work collaboratively and support team members during peak periods. The job interchanges between front counter and call centre support as needed. The incumbent is required to ensure that established deadlines, goals and objectives, as set out by the Manager, Client Services and the Enrolment Services department, are met.
  • The incumbent is also responsible for updating, revising and proposing new processes to be posted to CS Central (Client Services Intranet site).
Qualifications
  • Two (2) year diploma in Business Information Systems, Business Administration or equivalent combination of education and experience
  • Minimum 3 years of related experience in a fast paced student service driven environment; includes experience in a leadership capacity i.e. team leadership, project lead etc.
  • Experience administering a number of projects or tasks simultaneously, setting priorities, development of plans of action and service delivery in a service focused, deadline driven environment
  • Data analysis experience
  • Experience in working in a cohesive team and in building cross-functional alliances.
  • Knowledge of and utilization of the following software: Microsoft Office (including Outlook, Excel, Word, and PowerPoint), CMS, and Q-Flow as well as a commitment to learning new applications which may improve service levels.
  • Experience in interacting/communicating respectfully with a multi-racial, multi-cultural customer base and in effectively dealing with conflict
Classification Permanent - Support
Hours of Work 35 Hours
Additional Information as Applicable 8:30 AM - 4:30 PM
Posting Date 10/3/2019
Closing Date 10/10/2019
Application Info
Apply online by clicking the "Apply Now!" button.
 
Proof of credentials or equivalencies from accredited regional or federal post secondary institutions and/or their foreign equivalents will be required at the time of job offer.
 
When applying, your cover letter and résumé must include examples that reflect all of the requested skills and qualifications and must be submitted online by October 10, 2019 at 4:30 PM. Please quote Competition #19-S-158. Misrepresentation of applicant information will be grounds for your exclusion from the competition or for dismissal should you subsequently be hired for the position. We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.
 
We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).
Salary Range Payband H ($31.37 - $36.42)
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