- Customer service
- Microsoft Office
- Microsoft Word
- Communication skills
- Records management
The University of Ottawa—A crossroads of cultures and ideas
The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.
We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong!
Reporting to the Manager, Client Services:
Performs a variety of administrative and front-line customer service duties, including providing information on residence and hotel services, off-campus services and other accommodations to University clients. Refers requests for information to the appropriate sectors, maintains communication with students and other stakeholders, explains Housing Service (HS) policies and guidelines, and controls and updates documents, information and records.
The work schedule includes weekends and can be adjusted according to operational needs.
In this role, you will:
Provide a high level of customer service by ensuring prompt and accurate provision of information in person, on the telephone or via email, respond to enquiries directly or forward requests to the appropriate service or individual.
Provide assistance and support to students and guests with regards to accommodation issues, such as replacement of lost keys; addressing noise complaints, non-functioning equipment, and room cleanliness; and ensure a quick resolution to the issues consistent with Housing Service’s objective of providing outstanding client service. Where appropriate, coordinate efforts with housekeeping and facilities to assist in the resolution of the issues.
Supplement front line security function by being vigilant of the comings and goings of students and guests. Monitor cameras and report any concerns to the appropriate individual.
Assume reception duties for hotel guests, processing the check-in and check-out, assisting with luggage holds and responding to various enquiries. Serve in a concierge capacity by providing information about the city and its various attractions.
What you will bring:
High school diploma
Minimum of one year of relevant experience in customer service
Knowledge of the Canadian Human Rights Act, and laws and regulations that apply to HS
Knowledge of records management principles
Knowledge of the services offered by HS and related University services is an asset.
Knowledge of the principles of personal and property protection, as well as risk management and emergency management
Experience in interpreting, explaining and enforcing regulations and procedures
Knowledge of computer systems and software such as MS Office suite, Windows, word processors, spreadsheets, databases, email and Internet
Strong communication and interpersonal skills, including patience, discretion, empathy and listening skills. Must be able to adjust approach to suit the target audience
Organizational skills and accuracy
Ability to communicate effectively, both verbally and in writing
Ability to assess conflict situations to determine the appropriate response
Ability to work well as a team member and under pressure.
Availability to work outside regular working hours, namely evenings and weekends during peak periods, and overtime as scheduled by HS
Bilingualism – French and English (spoken and written)
Bilingualism: French and English (spoken and written); to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:
Planning: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.