Administrative Assistant, Enrolment Operation

Position Purpose and Summary   The Administrative Assistant, Enrolment Operations provides essential support within Trinity Western University’s enrolment and student services ecosystem. This role blends front-line service, administrative support, and digital communication management.
As the first point of contact for many prospective students, families, and campus visitors, the Assistant ensures a welcoming, responsive, and professional experience. The role also supports enrolment logistics, campus visit coordination, and CRM data integrity, contributing to smooth enrolment processes and effective cross-departmental collaboration.
Key Areas of Accountability   Reception & Campus Engagement     Maintain a welcoming and professional environment for campus guests, prospective students, and current students
Oversee the reception area, ensuring cleanliness and order
Issue guest parking passes and campus maps when needed
Open and close the Enrolment Office daily
Provide backup support for TWU Service Hub reception duties
Digital & Front Desk Communication     Respond promptly and professionally to phone calls, text messages, online tickets, TWU chat inquiries, and walk-ins in line with service-level standards
Monitor and clear ticket queues daily, ensuring timely resolution and follow-up
Provide Tier 1 support for student services (e.g., admissions, recruitment team, financial aid) where possible
CRM Data Integrity     Regularly review CRM records for duplicates and perform de‑duplication tasks
Support data entry and admissions‑related processes as required by Enrolment Management Leadership
Campus Knowledge & Information Resource     Maintain up-to-date knowledge of TWU’s programs, services, and campus infrastructure
Serve as a central  Information Resource  for visitors, staff, and students
Stay informed about TWU events and activities
Escalation & Tier 2 Coordination     Escalate complex requests, issues, or system outages to Tier 2 support promptly and effectively
Administrative & Enrolment Support     Process returned mail and update CRM records accordingly
Provide general administrative support to the enrolment operations team and leadership
Team Participation and Involvement     Actively contribute as a member of the Enrolment Operations Team, by offering feedback, sharing ideas, and supporting team goals
Collaborate with colleagues and stakeholders to deliver world‑class customer service with efficiency and humility
Key Interactions    Key Internal Departments / Teams Interaction:  TWU community, faculty, staff, current students
Reports  :
Not Applicable
Reports to   :
Manager, Enrolment Operations
Key External Stakeholders:  General public, prospective students, alumni, parents, and friends of TWU
Job Standards and Requirements    Education  :
Post‑secondary degree or diploma in business, administration or a related field.
Experience  :
1 to 2 years of customer service and/or help desk experience is preferred
Proficiency with computers; comfortable navigating web‑based applications
Working knowledge of Microsoft office Suite (Word, Excel, Outlook)
Experience working in a university, college, or educational services setting is an asset
Knowledge and

Skills:

Understanding of confidentiality standards and privacy legislation (e.g. FOIPPA in BC)
Knowledge of customer service best practices in professional or educational contexts
Familiarity with CRM systems (e.g. Salesforce, Jenzabar, or similar) is an asset
Understanding of post‑secondary enrolment processes is an advantage
Strong interpersonal and communication skills both written and verbal
Ability to manage multiple administrative and service requests simultaneously in a high traffic environment
Proficiency in handling difficult conversations with grace,…