Lead Coordinator, Customer Service

Job Type:

Employee

Duration in Months (for fixed-term jobs):

12

Job Family:

Student and Campus Support

# of Open Positions:

1

Faculty/Service - Department:

Student Affairs, Client Relations, Housing, Assignments & uOttawa Card Services, Administration

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted:

July 06, 2023

Closing Date:

July 17, 2023

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:

35

Salary Grade:

SSUO Grade 09

Salary Range:

$67,783.00 - $85,623.00

About Student Affairs :

Student Affairs is at the very heart of the student experience at the University of Ottawa. Our large family of nearly 500 full-time employees, not to mention hundreds more part-time and student workers, works hard to provide students with the tools and support they need to choose their postsecondary education establishment, apply, enrol in their courses, eat, sleep, play, study, succeed, thrive, and graduate. We have a wide variety of career opportunities and professional development pathways. We hope you join our service and help us continue to help students reach their full potential and ensure the competitiveness and longevity of the University of Ottawa!

Position purpose:

Reporting to the Manager, Housing Assignment, Off-Campus Housing and uOttawa Card Service, the incumbent in collaboration with the immediate supervisor, coordinates the delivery of high quality information for all service point within the sector.

They must supervise the work of Information Officers and ensures outstanding service to all current and prospective students, the university community and the general public by deploying the means necessary to maximize the use of resources at their disposal.

Contributes to revenue generation through the promotion of all available programs and services and makes recommendations in the development of new revenue streams for the sector.

In this role, your responsibilities will include:

• Determines with the Manager, standards for evaluating the quality of customer service and developing necessary and effective measurement tools (analysis, detailed reports, polls, surveys, statistics) in order to improve the quality of the service offered and prevent crisis situations.
• Acts as a second-line resource person for complex questions, requiring restricted access or to help team members and/or the on-call team (coordinators/managers/directors) to resolve conflict situations that may arise with students and clients.
• Ensure that team members have the necessary training and tools to do their job. Trains and provides feedback to employees under his/her supervision in order to encourage a culture of continuous improvement and a good service offer that meets the University of Ottawa's vision of service excellence.
• Participates in the management of operations and analyzes interactions with customers through telephone listening, review of responses sent via email (Talisma CRM) and makes improvements to ensure the quality of the services offered.
• Provide superior information service to clients in order to promote the programs offered to current and prospective students (Canadian and international) and the general public.
• Performs the coordination of weekly work schedules and the general allocation of staff responsibilities according to needs and priorities in order to ensure optimal customer service.
• Supervise employees and supports recruitment and hiring initiatives (staffing, performance evaluation, goal setting, work assignment, leave and absence management, etc.)

What you will bring:

• Experience in a call center environment desirable
• Demonstrated communication skills
• Post-secondary degree in administration, management, or other disciplines deemed relevant or equivalent experience.
• Bilingualism – French and English (spoken and written)
• Organizational skills and ability to work under pressure.
• Ability to mobilize employees.
• Experience with computer systems such as spreadsheets, word processing, presentation software, scheduling, e-mail, Internet, CRM.
• Autonomy and teamwork.
• Experience in the application of emergency measures and procedures.
• Experience in customer service to act as a resource person, in cash management and in administrative and financial procedures
• Thoroughness and attention to detail.
• Experience in writing, interpreting, applying regulations, methods and procedures.
• Minimum of 2 years in human resources management/supervision
• First aid certification, CPR "C", AED issued by a recognized Canadian organization will be considered an asset.
• Strong analytical and problem solving skills

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 realize 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.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected 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.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.