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Kitchener

    Inquiry Management Assistant - Waterloo, Canada - University of Waterloo

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    Description

    Overview

    Term: 16 months

    The Inquiry Management Assistant is responsible for addressing requests and responding appropriately to inform students of policies and procedures within the department. The incumbent is part of a team that works together to ensure all customers of the Waterloo Residences Office receive outstanding customer service, and that the overall goals of the Department are met

    This position is contingent on funding.

    Responsibilities

    Deliver front-line customer and student service to prospective and current students1

  • Manage and help respond to approximately 15,000 inquiries by telephone, email, Live Chat, forum and walk-in customers.
  • Answer all incoming correspondence and email messages for Waterloo Residences in a complete and timely manner.
  • Respond to inquiries from students, parents, faculty, and staff by email and telephone, as well as, walk-in customers.
  • Comment and engage in discussions with existing (and future) residents online, bring them into conversations, and promotions using social media.
  • Residence admissions and bookings support

  • Ensure residence applications for prospective students are complete.
  • Process residence cancelations as necessary based students not accepting contracts, students withdrawing, or academic offers being rescinded.
  • Ensuring residence application system is operating effectively and submitting requests to IST if issues are encountered.
  • Record management

  • Track and record the number of calls and emails to determine peak inquiry times.
  • Assist in processing online submissions to the Off-Campus Housing Tool.
  • Assist with compiling stats for admissions.
  • Team collaboration

  • Monitor news articles, blogs, and other social media tools on emerging trends
  • Coordinate with admissions, marketing and residence life groups to drive core departmental goals through the use of social media techniques.
  • Assist with residence ambassador program.
  • Office operations

  • Receive, open and sort incoming mail.
  • Process certified cheque, bank draft and money order payments in person or by mail for residence deposits.
  • Required to work on special visit days, such as You @ Waterloo Day, and some evenings including the Residence Community Ranking Form deadline date.
  • Other duties as required depending on the working deadlines within the department.
  • Qualifications

  • Currently enrolled in or recently graduated from a post-secondary institution; a current student or recent graduate from the University of Waterloo is preferred
  • Customer service experience required, preferably in hospitality or accommodations services
  • Experience within the Department of Housing and Residences, Student Development area beneficial
  • Experience and understanding of university based housing initiatives preferred
  • Must possess a high degree of maturity, patience, and judgement
  • Self-motivator with the ability to take initiative, resolve problems and escalate more complex issues
  • Excellent written and oral communications skills with strong attention to detail
  • Collaborative work etic
  • Compassionate and considerate customer service ability

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