Description:
The primary role of this position is to address customer inquiries/issues and resolve them in a timely and efficient manner. This includes relaying course and program information, assisting with registration, Certificate completion and issuing, as well as a variety of other functions in support of the ConEd learner. The focus of this position is on providing exceptional customer service.
The Role
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Advise Learners
Process Registrations
Issue Credentials
Judgement/Innovation
- Respond to all student inquiries in timely manner
- Issue pre-class messaging to students
- Validate student pre-requisites
- Advise students on course/program availability, delivery methods and course content
- Prepare Result Letters for select courses
- Direct students to SAIT support resources
- Advise students on SAIT policies and procedures
- Advise students on course/program requirements, fees, etc.
- Follow up on student grade inquiries
- Focus on student success and ensuring a great customer experience
- Prepare CAJG letters
- Process course registrations, transfers, extensions and drops
- Process enrollment special requests
- Process sponsorship registrations
- Process ‘requests for course deficiency clearance’
- Submit Grade Change requests
- Approve credential applications
- Prepare student plans toward credential completion
- Evaluate student qualifications towards a credential
- Process credential timeline extension requests
- Issue Certificates, Microcredentials, Badges and Transcripts
- Main focus of this position is to respond to student inquiries regarding course/programs offered by the ConEd Centre
- The Advisor needs to be knowledgeable about the processes and policies governing ConEd in order to accurately and effectively support the learner
- This position needs to be able to work independently and as part of a team
- Timely, accurate responses to students in key
- This position needs to listen carefully to the needs of the learner, determine the appropriate response or know when to escalate to their peers or the manager.
- Make suggestions/recommendations for improvements in process
- Escalate course quality issue to Product Strategists
Qualifications & Experience
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Skills Required
- Minimum post-secondary diploma plus 1-2 years customer service or admin experience. A combination of education and experience will be considered
- Experience in post-secondary environment is preferred
- Student advising experience is a strong asset
- Excellent communication skills, particularly listening
- Ability to maintain a positive attitude and excellent work ethic
- Ability to work as a member of a team
- Ability to work with a wide variety of personalities
- Strong logic, analytical and critical thinking skills
- Strong attention to detail
- Strong interpersonal skills
- Exhibit professionalism, personal integrity and discretion in handling sensitive and/or confidential information
- Ability to assess customer needs and manage expectations
- Ability to work in an environment with competing demands, changing requirements and deadlines
- Excellent computer skills in MS Office applications
- Experience working in Destiny and Banner registration systems