Preference will be given to qualified full-time employees within the bargaining unit at Sheridan College. Should a suitable candidate not be found, external candidates will be considered.
The Opportunity Agent provides a continuous point of contact for all current and prospective students, corporate clients, alumni, staff and the public seeking information about Continuing and Professional Studies (CAPS) inclusive but not limited to Continuing Education (CE), School College Work Initiative (SCWI), Academic Upgrading (AU), and Corporate/Contract Training (CT). This position is integral to CAPS’ business development, enrolment and revenue-generating strategies and is a key driver of CAPS’ public image and customer satisfaction, including outreach. The Opportunity Agent plays a critical role in managing relationships with all members of the CAPS community.
What You’ll be Doing
Providing the first point of contact in a multi channel environment supporting student/prospect/client/customer/corporate client/alumni/public inquiries within the customer service model for CAPS while establishing, building and maintaining a positive customer service relationship at all times;
Guiding and advising student/prospect/client/customer/corporate client/alumni/public on CAPS programs, courses, policies and procedures;
Responding to queries to determine the type of assistance required, eliciting further information through active listening, and asking open-ended questions, providing exemplary explanations and clarification providing customer service for first contact resolution;
Creating, collecting, and maintaining statistics to track all Opportunity Centre outbound calls including client type, inquiry type, response category, comments, follow-up and outcome;
Regularly and consistently maintaining currency with all CAPS program information;
Other duties as assigned.
You have excellent written and oral communication skills and enjoy working as part of a team.
You use your interpersonal skills to build and maintain working relationships and provide excellent customer service.
You enjoy working independently and as part of a team in a fast-paced environment.
The successful candidate will also meet the following requirements:
2-year diploma in business, sales and marketing, office administration or a related field of study along with a minimum of 3-years of recent experience in either an educational or business professional contact call centre environment. Equivalency will be considered.
Fully bilingual (oral and written) in English and at least one of the following languages: Arabic, Cantonese, Mandarin, Polish, Punjabi, Russian, Spanish, Tagalog, Tamil and/or Urdu.
Demonstrated computer skills and experience with Microsoft Office suite.
Experience with student information systems (i.e. Peoplesoft) is preferred.
Knowledge of CAPS’ procedures, programs and services is considered an asset.
Who We Are:
“Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2024: Galvanizing Education for a Complex World ( https://sheridan2024.sheridancollege.ca/ ), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community”.
For more information, visit: Why Work at Sheridan
Faculty/Department: Continuing and Professional Studies
Campus Location: Trafalgar (may be assigned activities at any Sheridan campus) once normal campus operations resume. This position is working on-site.
Reference #: J0822-0410
Employee Group: Support Staff – Initiatives/Opportunities
Hourly Range: $26.21 - $30.39
Hours: 8:30 – 4:30pm
Application Deadline: August 26th, 2022
Application Details: This is a temporary position that may continue until October 28, 2022. This position has been reposted due to the change in campus and working structure. Previous applicants need not to apply.
Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.
Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
Sheridan is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources .
You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.