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Enrolment and Learner Services Assistant Date Posted: 08/20/2024
Req ID: 39375
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)
Description: About us:
The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 850 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, fulfill their passions, and live their best lives. Courses are delivered by our team of 800+ instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning.
Complementing our academic offerings are our English Language Program and an expedient and professional Comparative Education Service for learners seeking to have international credentials assessed in Canada.
Your opportunity:
The Enrolment and Learner Services team in School of Continuing Studies (SCS) is responsible for providing frontline assistance to current and potential learners and clients, offering well-informed guidance and clarity around SCS programs and services. We believe in promoting an environment of superior client service, based on our working principles of respect, teamwork, effective communication, trust and efficiency. We interact with a broad and diverse population, acting as the gateway to SCS, and responding to all inquiries, triaging issues and escalating when appropriate in a complete and timely manner.
Under the general supervision of the Supervisor, Front Line Services, you will be the first point of contact for general information requests received through the School's main telephone line, emails, live agent and walk-in services. You will be responsible for responding with accurate and relevant information in accordance with established School policies, to help support and encourage a positive SCS experience.
Responding to enquiries through the School's main telephone line, emails, live agent and walk-in servicesDisseminating program and/or service informationChecking completeness of applicationsReceiving and passing on application documents for reviewApplying established standards when confirming eligibilityMaintaining information on digital platformsHandling fees and/or fines on a regular basisEssential Qualifications: College Diploma (2 years) or acceptable combination of equivalent experienceMinimum two years of recent front line customer service/ student registration/ call centre experience in a high-volume, demanding environment dealing with a highly diverse population preferably in adult education environment.Experience performing high volume data entry.Experience with registration processes/ or very similar process; experience handling fees.Experience working with confidential information.Strong front- line customer service skills within a high volume intake environment.Excellent organizational, multi-tasking and time-management skills and the ability to appropriately prioritize tasks.Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice; Ability to ask probing questions and diffuse tense situations.Must be a highly motivated and energetic individual who enjoys the challenge of working in a dynamic, fast-paced environment and within a cohesive team structureStrong data entry skills, with meticulous attention to detail; precision and accuracy are necessary.Ability to deal knowledgeably, tactfully, courteously, patiently and professionally with a wide range of individuals from diverse backgrounds.Demonstrated ability to manage a heavy workload and meet deadlines. Assets (Nonessential): Familiarity with LME applications and e-commerce/registration systems (e.g. Destiny One).Familiarity with University of Toronto policies and procedures.Familiarity with SCS offerings.Experience in a cost recovery educational setting. To be successful in this role you will be: ArticulateMulti-taskerProcedural Closing Date: 08/28/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 -- $55,728. with an annual step progression to a maximum of $71,265. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial
Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Diversity StatementThe University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.
As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP .
Accessibility StatementThe University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.
The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.
If you require any accommodations at any point during the application and hiring process, please contact ****** .
Job Segment: Training, Data Entry, Call Center, Equity, Database, Education, Administrative, Customer Service, Finance, Technology
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