Learning Services Coordinator - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Term: 1 Year

Accountable to the Manager, Learning Services, the Learning Services Coordinator is responsible for providing proactive, student-focused, and exceptional front-line service to WatSPEED clients, University of Waterloo students as applicable, instructors, staff and faculty.

They must be knowledgeable of all aspects of the department, the university as a whole and be able to provide Level 1 technical support as needed.

This position handles each interaction professionally, effectively, empathetically and in accordance to the University's values toward diversity, accessibility and inclusion.

Responsibilities:

Administrative Responsibilities

Provides customer service to all professional development, noncredit students and corporate clients (ie. Sales, product enquiries, registration, refunds/withdrawals)
Provides student service for uWaterloo students taking online courses. As well as providing answers for a variety of inquiries related to accredited courses at the University of Waterloo and affiliated schools for perspective and current students as well as Alumni
Prepares, secures and sends educational materials (e.g. program certificates)
Works with other departments and affiliated colleges as required (e.g. Registrars' office, Alumni, Access Ability Services, etc.)
Maintains accurate records (registration, refunds, financials, certificates, corporate training records, etc.)
Applies the policies to a customer/student's situation and finds a reasonable solution which works within the policies and accommodates the customer/student needs
Upholds confidentiality and privacy of student information, inquiries and cases as per University Policy 4
Updates team outlook calendar regularly
Gathers and maintains statistics as requested

WatSPEED Coordination

Event plans for each in class course (up to 3 courses/day, max 60 people)
Coordinates all aspects of preparation for the inclass offerings (registration, catering, materials, etc.) and corporate training sessions
Communicates with course instructors to ensure all course materials are ready and accommodate last minute course offering adjustments and other requests
Host online learning sessions as needed
Completes all aspects of Online WatSPEED courses, registration, verification, customer service
Opens the training facility, ensures computers and equipment are functioning properly, greets students and instructors
Closes the training facility, ensures the doors are locked and the building is secure
Maintains course records, sends all communications to customers, instructors, and staff
Verifies and issues program certificates for in class, online and corporate classes

Financial Responsibilities

Crossreferences WatSPEED registration reports against invoices, investigates any anomalies and resolves them
Completes bank reconciliations (cash/cheque, PointofSale terminal, and ecommerce transaction report) for funds received for WatSPEED. When anomalies occur, the incumbent is responsible for investigating and resolving them or escalating them to the Manager
Prepares monthly invoices and submits them (Department Transfers, Provost Office Reimbursements).
Processes POS transactions, assists customers with online registrations, and completes phone registrations
Maintains/stores financial records, follows PCI compliance regulations, inspects POS terminal regularly
Applies the appropriate Unit 4 account numbers for registrations, funds received, department transfers, shipping, expenses, etc.

Technical Support

Provide basic technical support to WatSPEED students and instructors participating in virtual, online learning sessions
Assists customers with navigating the registration pages and ensures successful registration
Directs students to the correct online instructions to complete tasks in Quest

- walks them through the instructions when needed

Gathers relevant information regarding technical issues and escalate them accordingly
Begins to provide input into the development and upgrades of administrative and registration systems to improve function and efficiency and user ability
Problem solves a variety of functional issues with administrative systems and equipment (photocopier, projectors, computers)

Other

Collaborate as a team to make improvements in WatSPEED and LS services. This includes reviewing market research and student feedback to make recommendations for new and existing programs and other projects as assigned.
Other duties as assigned
Fulfills all responsibilities of the Learning Services Coordinator, being knowledgeable in each role of the position with a full understanding of the tasks and with the proven ability to resolve challenges that arise concerning these tasks
Builds relationships with internal and external partners for their aligned program area(s) and crosstrains peers to be able to support these programs
Trains and coaches new Learning Serv