The Service Representative will be a key member of the Customer Service Team that supports student success. A vision that is student focused and creates a culture of satisfaction. The Service Representative is committed to providing excellent student service. The Service Representative provides accurate and timely services to current and past York students as well as to the York community in writing, via telephone, fax, e-mail and in person. The Incumbent accurately disseminates general, detailed, and at times, complex information regarding policies, procedures, and rules/regulations as they relate to the Office of the Registrar and Student Financial Services. The Incumbent refers to information contained within various resources both hard copy and electronic to research and retrieve information. The Service Representative works independently to support the client service initiative of the University, and responds professionally and courteously to queries from students, prospective students, parents, alumni, Faculties and departments, other educational institutions, and to the general public. The Incumbent determines when clients need to be referred to other parties and, if necessary, arranges appointments with the appropriate representatives within the University.
High School diploma with a minimum of 2 years' post-secondary education, preferably at the University level.
Two (2) years' recent related experience, answering a high volume of regulatory and procedural detailed & complex enquiries with a resolution focus, both verbally and in writing, including accurate on-line data-entry using a large computerized records system in a comparable customer service environment. Previous experience within a post-secondary academic environment preferred.
Demonstrated skills/abilities in the following areas: Excellent interpersonal skills, listening skills, cultural awareness, good written communication skills and oral communication skills to gather and analyse information to provide an appropriate response in a clear manner. patience. analytical skills to retain and provide the appropriate regulatory/procedural information. exercising good judgement (the ability to handle situations that are not typical). attention to detail. working effectively under pressure of high volume time management skills. Willingness to learn new information in a fast changing environment including new technology. flexibility and performing as a team player. maintaining confidentiality. Lifting and bending. Proven excellent attendance and punctuality required.Basic Word Processing preferably MS Word. Basic knowledge of spreadsheets preferably Excel. Web searching/navigation tools to research information via the Internet electronic mail. Experience with call centre communication software e.g. Avaya Aura and line management system an asset e.g. QMatic.
Demonstrated commitment to the values of Student Success: Collaboration, Care, Accountability, Respect, Innovation, Inclusion and Excellence.
In order to be considered as an internal applicant, York University employees in the YUSA-1 bargaining unit must apply for jobs through the Employee Career Portal - YU Hire.
If you are a current York University employee in the YUSA-1 bargaining unit and/or are using your job posting rights under the collective agreement to apply for jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
As per Article 12.02(f) of the YUSA-1 Collective Agreement, to be considered an internal applicant, employees in the YUSA-1 bargaining unit must submit the application 5 working days following the first day of posting. this is referred to as the 'Posted Date' on the job the posting. This applies to YUSA-1 internal and YUSA-1 Concurrent postings. Please refer to the 'Posting Intent' on the job posting.
If not filled by an employee in the YUSA-1 bargaining unit, employees in the YUSA-2 bargaining unit who have applied within the first 5 days from the 'Posted Date' will be given preference.
NOTE: York University requires all community members, including employees and visitors who attend our campuses be fully vaccinated against COVID-19, subject to medical and human rights exemptions, in accordance with all applicable laws and regulations. The University’s vaccination mandate policy is integral to our ongoing commitment to health and safety. Offers of employment require that you comply with the COVID-19 Vaccination Mandate by providing proof of vaccination prior to your start date. For information on how York University is responding to COVID-19 please visit the YU Better Together website.
The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), Indigenous Peoples and persons of any gender identity and sexual orientation. York University is committed to a positive, supportive and inclusive environment.
York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.
We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community. Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.
York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and/or are using your rights under a collective agreement to view and/or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.
PLEASE NOTE: Applications must be received by 11:55 pm EST on the posted deadline date, if applicable.