Description:
On behalf of the University and the Office of the Registrar (RO), the Client Service Representative supports prospective and current students, and the wider university community, by providing exemplary client service online (email, live chat, social media, web), over the phone, and in person. Exhibiting superior professionalism, tact, diplomacy and patience in all interactions, the Client Service Representative provides information and professional knowledge about university programs and services, as well as support with admission and RO services.
Key duties of this role include:
- Provide advice and information to ServiceHub clients on admissions, enrolment, financial accounts and financial assistance. Refer clients to specialized staff and/or alternate campus resources where appropriate.
- Provide service that is aligned with Toronto Metropolitan University’s values of equity, diversity and inclusion.
- Respond to basic to complex, multi-faceted inquiries with detail and accuracy, and in a professional manner. Anticipate information the client needs to know so as to provide as thorough a response as possible. Analyze non-standard, non-routine and unique questions/situations from clients and respond based on an accurate interpretation of the University’s policies and procedures as they relate to the personal circumstances of the client.
- Respond to client complaints and client-service problems by investigating and evaluating their concerns/questions, and determine and implement the appropriate action.
- Identify opportunities for enhancing RO communications and processes, and recommend these to senior staff in the unit.
- Access and update applicant and student personal data in the student information system (MyServiceHub) and other administrative systems (Content7, ChooseTMU, etc.). Help clients to navigate the systems and where appropriate, educate them on self-service options.
- Act as a liaison on behalf of clients to ensure they are appropriately referred to campus resources.
- Participate in RO-wide events as scheduled, providing support to the greater university community by participating and/or volunteering for RO, OVPS and campus-wide initiatives and events external to the ServiceHub, where job responsibilities permit.
- Perform other duties and assignments of comparable nature/level as required.