Description:
What you will do:
- Reporting to the Manager, Contact Centre, the Contact Centre Advisor will provide expert advice and assistance regarding a diverse range of general college and academic program information, college-related events and services, academic policy and college processes while providing general knowledge of the other areas as required.
- The successful candidate must retain a wide range of knowledge on programs, courses, academic policies, Humber and Ministry of Training, Colleges and Universities (MTCU) policies and procedures, college services and campus events.
- Specific types of assistance or information requests will include:
- Responding directly to inquiries related to College and Office of the Registrar services/processes
- Directing specific subject matter questions to experts within the Office of the Registrar or within the academic schools as appropriate for further assistance
- Providing information and/or directions to a variety of on and off-campus events and campus services
- Providing assistance using the college website and accessing services through MyHumber
- The Contact Centre Advisor is responsible for providing information and services through multiple service paths including: by telephone, email and on-occasion, in-person.
What you bring to the role:
Education
The successful candidate will possess a two-year diploma from a post-secondary institution.
Experience
Two years of practical experience in a complex service environment that includes financial transactions.
Skills
- Previous experience working in a high-volume, Contact-Centre and/or experience working at a Welcome Desk would be considered an asset.
- The incumbent must demonstrate initiative in taking a proactive approach to addressing customer concerns.
- The incumbent must possess excellent oral and written communication skills in order to explain complex policies and procedures effectively.
- Excellent interpersonal, listening, customer service, telephone, and organizational skills.
- The ability to multitask throughout frequent interruptions, fluctuating volumes, and ongoing deadlines.
- The ability to perform basic arithmetic.
- The ability to undertake tasks and duties according to procedures and standard processes.
- The ability to work well under pressure while demonstrating confidence and good judgment; and flexibility in working as a team member or independently.
- Good working knowledge of the College as a whole, the departments, the academic schools and key personnels.
- Strong computer skills including proficient keyboarding and web navigation skills, along with knowledge of email software and Microsoft Office Suite, specifically in Excel are also required.