Part-time Campus Services User Support Associate - Guelph, Canada - Conestoga College

Conestoga College

Verified Company

Guelph, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Part time

Description

Requisition Details

Job Title:

Part-time Campus Services User Support Associate

Requisition #:

23-760

Campus:

Guelph

Department:

Ancillary Services

Starting Rate:

$18.43

Payband Range:

$ $21.10

Hours/Week:

24

Posting Date:

Tuesday, June 6, 2023

Closing Date:

Tuesday, June 13, 2023 at 11:59 PM EST

Vacancy Type:

Support Staff - Part-time Casual

Support Staff Temporary Part-time New Position (June September 15, 2023)

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The incumbent supports Campus Services, specifically Parking, Locker, and ONE Card services, to offer an exceptional and comprehensive user experience.

The incumbent will provide service to students, employees, and possibly the external community, at all Campuses with respect to investigating, resolving, and responding to their parking, locker, and ONE Card inquiries, needs, and challenges.

Responsibilities:

Manages ONE Card Office inbox and engages with user support tools (online chat, video calls, form submissions, etc) to respond to student/employee inquiries in a consistent, professional, and timely fashion
Executes carding services (photo approval, individual and batch card printing/activation, card organization, card distribution, and report management) during peak and nonpeak periods which will include operation and maintenance of ONE Card Office equipment and software
Elevates service levels by delivering information to users about accessing services and investigating user concerns utilizing multiple College systems and databases by troubleshooting, documenting and tracking user experience and needs
Resolves concerns where possible, and clearly and effectively communicates solutions and next steps to users, verbally or in written format
Provides solutionbased feedback to the Manager to escalate concerns and express areas for improvement, including communicating noted user experience trends
Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
In conjunction with the Manager and the Campus Service team, participates in the development and maintenance of activity data collection and visualization
Orders and maintains office supplies at the discretion of the Manager
Maintains an organized workspace, including organizing and maintaining digital files as necessary
Contributes to ongoing continuous improvement activities (identifying, planning, and evaluating process improvement and customer experience)

Qualifications:

Twoyear diploma in a relevant field of study
Two years of practical experience in a similar capacity
Advanced knowledge of Microsoft Office Suite Applications and relational databases
Experience in providing customer service to a variety of stakeholders
Excellent communication skills and the ability to gain resolution when working with various user types and user challenges
Knowledge of various technologies and software is considered an asset (e.g. Student Information Systems, ONE Card Systems, etc.)
Knowledge of social media general uses, moderation, and administration

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