Customer Services Coordinator

Hiring Unit:
McGill Campus Store Student Housing & Hospitality Services

Under the direction of the immediate supervisor, coordinates customer service. Organizes, distributes and verifies the work of others and participates in their training. Acts as resource person. Deals with customer requests, enquiries and complaints. Orders parts and equipment, controls inventory, and maintains computerized information systems. Performs administrative and accounting tasks appropriate to the activities of the unit.

Organizes, distributes and verifies the work of others and participates in their training. Establishes priorities. Allocates physical and human resources. Acts as resource person. Coordinates and participates in the completion of all customer service day to day operational tasks. Provides information on the unit's policies, products and equipment and makes recommendations based on customer requirements. Ensures prompt response and efficient use of unit's resources.

Determines whether enquiries are of a technical nature and refers these to the appropriate technician. Participates in staffing and coordination of all off-site retail events (such as selling for football game, book launch at Leacock, and more). Orders parts and maintains an inventory based on demand and after consultation with technicians. Coordinates and tracks the purchase of parts. Arranges for the return of defective equipment and ensures that proper credits are received.

Maintains computerized information systems and participates in their development to improve efficiency within the unit. Uses inventory management and other software. Participates in preparing promotional materials and displays. Places orders and restocks sales and display areas. Initiates return of stock when possible. Receives requests for equipment loans. Receives cash payments and issues change and receipts. Explains to clients the options available with regard to equipment and campus facilities.

Handles exceptions in the application of policies and procedures. Instructs users in the operation of equipment. Monitors the preparation of bills and the balancing of cash receipts. Oversees the maintenance of transaction records and the compilation of data on the use of equipment and services. Performs administrative duties appropriate to the activities of the unit. Uses a variety of equipment such as a personal computer, calculator, telephone, fax machine, photocopier, typewriter and audio-visual equipment.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.

Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.

Demonstrated ability to schedule and plan with rigorous attention to detail. Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels. Must be customer focused and service oriented, assisting all clients with tact and diplomacy while maintaining a professional manner and appearance at all times. Proven ability to delivery proactive customer service by active and empathetic listening to all clients and by ensuring that all clients are dealt with using a client-centered and solution-focused approach.

Proven ability to work both autonomously and as a member of a team. Demonstrated ability to take initiative, problem-solve and organize work within area of responsibility. Strong organizational skills with ability to multi-task, prioritize and work under pressure to meet multiple deadlines. Accuracy and strong attention to detail. Excellent communication skills (written and spoken) and ability to clearly transmit, receive and prioritize information.

Experience in an online customer service environment is an asset. Demonstrated ability to work in a PC environment using MS Word, Excel, Outlook, and spreadsheets. Experience preparing and coordinating equipment and resources required for both on-site and off-site events. Ability to work evenings and weekends. Ability to work at multiple locations. Extensive experience with a retail environment a must. English and French, spoken and written.

Work schedule is…