Enrolment Services Officer Job Kamloops area,BC Canada,Customer Service/HelpDesk

DUTIES & RESPONSIBILITIES

Responds to and resolves telephone, email, web, in-person and other service channel requests from prospective and current students, parents/sponsors, faculty and internal staff. May vet inquiries and direct them appropriately to colleagues for specialist or lengthy care, if needed.

Provides detailed program, policy, application, admissions, transfer credit, registration, and general advising information, and is empowered to assess and resolve the needs of incoming prospective and current students.

Develops, plans and implements student service, information, admissions, registration and general advising activities.

Coordinates with other staff in order to ensure any necessary follow-up tasks relating to student inquiries are completed.

Researches learning pathways and opportunities and assists students with application, admission and course registration processes.

Represents TRU at promotional events.

Provides feedback and contributes to process and systems improvements in an ongoing manner through appropriate channels.

Contributes to training of new staff and shows colleagues how to perform work related to this position.

Participates in pro-active outreach relating to student recruitment, yield and retention efforts including outbound calls and emails to prospective students, applicants and current students, completing related administrative actions.

Creates individual and group goals; participates in assessment, development and improvement activities on an ongoing basis.

Incumbents may specialize in service relating to Campus or Open Learning enrolment specifically.

REPORTS TO
Appropriate Associate Registrar or designate, depending on assigned service venue (Campus or Open Learning)

QUALIFICATIONS

EDUCATION:

A Bachelor's degree from a recognized post-secondary institution

EXPERIENCE:

3 years' related experience including:
- 1 year experience working in a dedicated student or customer service setting where the daily, ongoing, primary function is responding to and resolving student or customer contact requests
- Experience in a post-secondary environment, preferably in student recruitment, student or enrolment services, marketing, admissions, and/or advising

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

Demonstrated ability to deal courteously and tactfully with staff, students, and members of the general public
Demonstrated ability to effectively exercise judgement in resolving student/customer issues and interpreting related procedure and policy
Demonstrated ability to use customer relationship management and student/client information system software and tools
Excellent listening, verbal and written communication skills with ability to show empathy in difficult customer situations
Demonstrated ability to work well under pressure and manage competing priorities
Proven ability to work independently as well as part of a team
Ability to work cross-functionally across the organization
Knowledge of TRU programs and courses
Ability to be diplomatic and persuasive in dealing with others
Ability to plan, organize and prioritize tasks and meet deadlines, maintaining accuracy and attention to detail

WORKING CONDITIONS

Sitting or standing at a desk/computer for long periods of time providing over-the-counter service in person or service via phone and various forms of electronic communication
General office conditions
Must be able to lift weights in excess of 10kg

The salary for the above position is determined by the Collective Agreement with the Canadian Union of Public Employees, Local 4879, as it presently exists.