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, professionalism, and empathy
• High level accuracy in managing…