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Title Senior Customer Service Specialist
Division Centre for Hospitality & Culinary Arts
Category Support Staff
Type Temporary
Incumbent Vacant
Salary $24.91 - $28.88 per hour
Band F
Hours 35 hours per week
Campus 300 Adelaide St E
Effective Date ASAP - July 10, 2014
Duties  
  • Ensures timely and accurate information is provided upon request to students, prospective students, staff and general public, by phone, email or in person.
  • Ensures student records are accurate and up to date and that timetable conflicts are communicated to appropriate stakeholders and resolved.
  • Acts as a liaison to the Registrar’s department on matters relating to graduation to ensure all reports are accurate and completed in a timely manner.
  • Processes course add, drops, hold, exemptions, program transfers, late admits and student advisory functions.
  • Acts in a lead role for the Learning Support Services (LSS) Department and coordinates Academic Operations.
  • Creates and maintains the Standard Operating Service Procedures manual; trains new and existing LSS staff and coordinates End of Term Promotions.
  • Coordinates academic processes each semester (start of term processes, class-list verifications, at-risk communication, grade entry, etc.).
  • Coordinates the Special Timetable process, Block restrictions for externship semesters and the Dean’s Recognition Program.
  • Coordinating activities related to divisional target fulfillment and orientation including, but not limited to New Student Orientation, Discovery Days, Guidance counselor events, OCIF (Ontario College Information Fair), etc.
  • Coordinates the process of CAPP (Curriculum Advising & Program Planning) audits each semester.
  • Prepares and places the weekly office supply order; distributes mail; places facility work orders.
  • Assists in design and production of communication of academic material to students.
  • Creates and processes letters to students to advise them of their academic status and information to complete their requirements.
  • Liaises with faculty and Chairs related to changes in course offerings, cancellations, postponements or any operational problems.
  • Other related duties as assigned.
Qualifications  
  • Three year diploma from a recognized post secondary institution in Hospitality, Business Administration, Event Planning or equivalent.
  • Minimum three years progressive experience in a customer service team lead role, preferably in a Hospitality or Academic environment.
  • Exceptional English communication skills, both oral and written.
  • Experience using a student information system or relational database.
  • Demonstrated experience training and coordinating staff; ability to delegate and equally divide work.
  • Excellent time management and organizational skills; attention to detail.
  • Well developed analytical and problem solving skills in order to identify problems, determine possible solutions, and select appropriate actions.
  • Proven software application skills in Windows, preferably Microsoft Office, word-processing and spreadsheets.
  • Exceptional customer service, interpersonal and conflict resolution skills.
  • Ability to work under pressure with frequent interruptions while dealing with conflicting demands and distractions; ability to prioritize work and meet deadlines.
  • Demonstrated project management and presentation skills.
  • Additional languages preferred but not required.
  • Ability to work in an environment where a diversity of people and situations are encountered.
 
This area requires use of a uniform and the incumbent will be required to work overtime based on events (weekday or weekends)
Hours of work: Monday – Friday 8:00am – 4:00pm
Interview process may consist of a practical skills component.
 
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.

To Apply
To apply submit a covering letter and resume combined in one (1) document.
 
Preference will be given to qualified internal candidates in accordance with the applicable collective agreement. Should a suitable candidate not be found, external candidates will be considered. George Brown College is dedicated to employment equity and encourages applications from women, persons with disabilities, racial/visible minorities and aboriginal peoples.
Competition # 13-095
Closing Date July 26, 2013