Central Faculty and Student Support (CFSS) Clerk (Contract)
Central Faculty and Student Support (CFSS) Clerk (Appendix D/Temporary Assignment from April 2013 to March 2015)
Reporting to the Senior Manager, Central Faculty and Student Support, is responsible for providing customer service and central clerical support to the programs and services delivered by the Faculty of Continuing Education and Training. This requires knowledge of FCET activities and services and the ability to provide support to the academic programs and part-time student across all campuses. The Clerk has expert knowledge of the telephony requirements of the contact centre. As one of the primary evening contacts the incumbent has some responsibility for problem solving, dispute resolution, incident reporting, and information dissemination, frequently without direct supervision. The Clerk operates using demonstrated customer service skills, must be able to solve problems within policies and procedures of the College and FCET, and work with a minimum of supervision and work under pressure during peak times.
• Responding directly to inquiries in person, over the phone and via central Faculty email, determining the nature of the request and providing information or referring to appropriate resources; • Directing students, faculty and staff to the appropriate individual, program area, service or resource; • Providing support to students requesting general College information or specific information regarding programs, services, academic policies and procedures • Providing support to part-time faculty including photocopying, retrieving printing, providing class lists, exam booklets, occasional room scheduling back up; • Developing and implementing methods to track automated phone usage, running efficiency reports, reviewing telephone streaming; tracking photocopier usage; • Assisting internal staff with work requests and call outs; • Preparing reports for supervisor and interacting with academic and CFSS staff to ensure information given to stakeholders is accurate and up-to-date; • Supporting and directing workload of part-time evening support staff; • Building and maintaining the departments online community website on My.Seneca; • Providing technical support for CFSS team including training new staff to use telephony equipment, and implementation of new ARIES commands; • Devising and maintaining a system to log calls and create student database; • As a primary evening contract has some responsibility for problem solving, dispute resolution, incident reporting and information dissemination, frequently without direct supervision; • In collaboration with supervisor, develops, implements and maintains an on-line print tracking system; • Liaising with College printing department to facilitate the request and delivery of printing jobs and overseeing of FCET mailroom.
• A minimum of a one (1) year certificate in Customer Service and/or Office Administration (or equivalent) plus additional job-related courses (e.g. Software applications, office administration); • Two (2) years working in a customer service environment providing clerical support and data reports, with an emphasis on delivery of information in a fast paced multi-task (preferably educational) environment are required. • Thorough knowledge of microcomputer software applications including Word, Excel, Access, database management, on-line systems, and web-based content management is required. • Must have an understanding of customer service precepts, telephony and web based services. • Strong customer service skills, as well as verbal and written communication skills to to interact with the College staff, students, faculty and the public; • Organizational and problem solving skills; ability to prioritize, initiate and follow through, work independently and as part of a team and make quick and accurate decisions.
35 hours (overtime as required). Monday to Friday: 12:00 PM to 8:00 PM
April 24, 2013 External
May 1, 2013
Click on “Apply Now” below. Applications must be submitted online by the closing date and must include a covering letter and resume (as one document) in Word or pdf format.
Note: A skills assessment may be administered and proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents will be required at the time of interview.
Seneca College is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, francophones, members of sexual minority groups, persons with disabilities, visible minorities and women.
We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.