Client Services Representative
Start Date: As Soon As Possible
Salary: $44,396.12 to $60,065.34
Location: 130 Henlow Bay Campus, 7 Fultz Campus, Pembina Campus
Days / Hours Per Week: Monday to Friday, 8:30 am to 4:30 pm
Hiring for two positions: one full-time, permanent CSR and one full-time, 6-month term CSR.
MITT’s Client Service Representatives (CSRs) are the front-line contacts for prospective and current MITT students, as well as the general public. As such, CSRs have a strong understanding of all MITT programs, services and departmental activities, along with knowledge of MITT’s policies and procedures. In addition, CSRs must have a clear understanding of privacy legislation guidelines and requirements to deal effectively and appropriately with student inquiries.
CSRs collaborate with staff across all areas of the institution, building positive, constructive, and respectful relationships across all areas of operations. The team supports the Registrar’s Office, Finance, Academic, Recruitment and Student Services in particular, triaging or redirecting inquiries effectively to the appropriate departments as needed. CSRs are responsible for finding quick resolutions to inquiries, and endeavor to deliver an outstanding customer experience with each interaction.
Responsibilities include but are not limited to:
Customer Service
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A positive and friendly attitude, and the ability to deal calmly, tactfully, and effectively with people.
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Act as front-line reception and first point of contact for students, clients, guests and the public.
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Responding to customer questions and concerns (via phone, email, or in person).
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Providing basic information on MITT programs, admission, tuition, and student administrative tasks to prospective and current students, as well as to the general public. Prompt referral to the appropriate MITT Department, if required.
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Using effective communication skills (listening, oral and written) to elicit accurate information to provide sound recommendations/referrals to students, prospective students, the public and internal stakeholders.
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Using verbal de-escalation skills to respond to difficult behavior; consult with Client Service Supervisor to resolve complex situations, escalating when necessary.
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Ability to work and communicate with the external community in a professional and business-like manner.
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Ability to work independently and effectively as a member of the team.
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Ability to learn and share information with others, take initiative, be accountable, and maintain confidentiality.
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Adhere to all guidelines and regulations regarding the collection, use, retention and destruction of student personal information (FIPPA, PHIPA, and MITT policies and procedures).
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Attention to accuracy and detail while effectively managing multiples tasks and activities concurrently and meeting long/short term deadlines, working effectively under pressure of high-volume workloads.
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Ability and willingness to maintain a commitment to continuous improvement and self-learning with the ability to apply learned skills.
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Respects diversity and promotes inclusion in the workplace.
Financial Transactions
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Respond to specific student account inquiries and all general inquiries, in accordance with MITT policies and regulations concerning confidentiality and protection of privacy.
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Process payments, including those related to student tuition and fees, student locker rentals, test fees, document and transcript fees, merchandise fees, mailing fees, and internal work orders, while ensuring internal policies and controls are maintained.
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Reconcile and balance cashier tills and prepare end of day shared balancing reports.
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Use multiple platforms to process payments including online bill payments, International Student payment platforms, electronic payments, credit, debit card payments, and cheque payments.
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Train and assist other CSR team members and act as a resource on payment policies and procedures to all business units.
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Create and maintain Standard Operating Procedures to support payment procedures and policies.
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Assists the CSR Supervisor and Registrar’s Office with assignments in the maintenance and analysis of student receivables, incomplete student paperwork and past due student accounts.
Registrar's Office Support (Admissions and Student Records and Registration)
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Support the Registrar Office by providing clerical support services for student records, processing transcripts, and enrolment verification requests.
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Manage the distribution of student graduation packages.
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Provide information to students about graduation and convocation including dates, times, gown rental, ceremony registration, graduation photos and guidelines for students and guests.
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Provide information about International Health Insurance including coverage start and end dates, length of coverage, coverage information, and opting out information.
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Provide application status information updates including received applications, processed applications, actions required for processing, process completed and withdrawal of applications prior to admission.
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Provide admission decisions including admissions being offered, pending decisions, waitlisted or ineligible admissions decisions.
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Receive and record receipt of original documents from applicants for Admissions Department.
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Update MITT application system with any relevant information to applicant on behalf of admissions
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Manage the admissions email account and respond to general inquiries in a timely manner.
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Assist applicants with booking consultation appointments to speak with an advisor or lead teacher
Recruitment (Domestic/International)
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Act as a welcome and information provider to MITT visitors by responding to telephone, email, and in-person inquiries related to MITT programs, events, and services.
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Provide detailed information including but not limited to admissions requirements, program information, entrance requirements, and how to apply to MITT.
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Assist prospective students by identifying college resources and referring them to the appropriate service area.
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Book appointments for online and in-person consultations with domestic and international recruitment teams.
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Promote and participate in recruitment team events.
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Keep current on post-secondary recruitment trends, admission requirements and policies.
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Maintain and monitor appropriate levels of forms, supplies, documents, and brochures within campuses.
Other Administrative Support
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Support students having technical difficulties in logging onto student platforms including student portal, student email, and MyLearning.
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Process student identification cards including taking photos, issuing ID, saving photos in SIS.
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Process staff identification cards including taking photos, issuing security tags, ID and lanyards.
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Manage Ufare System (Winnipeg Transit) to process MITT Post Secondary, High School and Adult Learning Centre Peggo Cards including new purchases, replacements, balance transfers and deactivations.
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Manage visitors’ parking logs.
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Provide information to students regarding monthly and daily student parking.
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Manage student locker database, including locker data, locker availability, locker assignments, locker rental fees, zone assignments and monitoring of locker usage.
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Manage Room Booking System and support staff to book events and meeting spaces.
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Process incoming and outgoing mail, including maintenance of postage machine.
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Coordinate incoming and outgoing courier packages for staff.
Required Qualifications and Experience:
A combination of related education and experience may be considered.
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One-year post-secondary certificate in business administration or a related field an asset
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Strong computer skills including experience with Microsoft Outlook, Word, Excel, PowerPoint and other software such as Adobe.
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Accurate keyboarding skills at a minimum 40 words per minute.
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Understanding of basic accounting.
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Proven ability in the use of email, word processing, spreadsheets, and experience with student information systems or a similar regional database is essential.
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Strong leadership, interpersonal and customer services skills to effectively serve students and staff and be able to work under the stress of peak periods during student registrations.
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Have excellent attention to detail, strong organizational skills.
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Demonstrated ability to work with confidential information and privacy legislation (FIPPA).
Preferred Qualifications and Experience:
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Minimum one-year experience working in a fast-paced customer service-focused environment.
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Minimum one-year experience working in a post-secondary administrative environment
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Financial, Accounting or Bookkeeping courses an asset.
Conditions of Employment:
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Legally entitled to work in Canada.
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Successful completion of a Criminal Record check including vulnerable sector and Child Abuse Registry Check.
An eligibility list may be created for similar positions. Developmental opportunities may be available for candidates who do not meet all of the requirements of the position.
Applications will be accepted until Tuesday, August 20, 2024. Submit your resume and cover letter using our online application system.
We are growing; come grow with us. MITT offers a challenging, team-oriented work environment, competitive income and benefits, and opportunities for professional and personal growth and development.
MITT is committed to providing an inclusive, barrier-free work environment, beginning with the hiring process. We thank all applicants for their interest. Only those applicants selected for an interview will be contacted. If contacted, applicants are asked to inform us if they require an accommodation. All information received as it relates to accommodation will be kept confidential.
This position requires the successful completion of a Criminal Record check including vulnerable sector.
Please do not disclose personal health information or protected personal information through the application process.
