Part-Time Campus Services User Support Associate

Support Staff Temporary Part-time New Position (June 2023 - September 15, 2023)
(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)
The incumbent supports Campus Services, specifically Parking, Locker, and ONE Card services, to offer an exceptional and comprehensive user experience. The incumbent will provide service to students, employees, and possibly the external community, at all Campuses with respect to investigating, resolving, and responding to their parking, locker, and ONE Card inquiries, needs, and challenges.
The successful candidate will work 24 hours per week. The hours of work will be Monday through Thursday 9 a.m. to 2 p.m., and Friday 9 a.m. to 1 p.m.
Successful candidates will be required to conduct work within Ontario and must be available to work on campus as this position will be working on-site five days per week.
Responsibilities

• Manages ONE Card Office inbox and engages with user support tools (online chat, video calls, form submissions, etc) to respond to student/employee inquiries in a consistent, professional, and timely fashion
• Provides solution-based feedback to the Manager to escalate concerns and express areas for improvement, including communicating noted user experience trends
• In conjunction with the Manager and the Campus Service team, participates in the development and maintenance of activity data collection and visualization
• First point of contact in providing customer service and support for students, employees, and guests/visitors via e-mail, phone, online chat, face-to-face, etc.
• Orders and maintains office supplies at the discretion of the Manager
• Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
• Elevates service levels by delivering information to users about accessing services and investigating user concerns utilizing multiple College systems and databases by troubleshooting, documenting and tracking user experience and needs
• Resolves concerns where possible, and clearly and effectively communicates solutions and next steps to users, verbally or in written format
• Maintains an organized workspace, including organizing and maintaining digital files as necessary
• Contributes to ongoing continuous improvement activities (identifying, planning, and evaluating process improvement and customer experience)
• Executes carding services (photo approval, individual and batch card printing/activation, card organization, card distribution, and report management) during peak and non-peak periods which will include operation and maintenance of ONE Card Office equipment and software

Qualifications

• Advanced knowledge of Microsoft Office Suite Applications and relational databases
• Knowledge of various technologies and software is considered an asset (e.g. Student Information Systems, ONE Card Systems, etc.)
• Excellent communication skills and the ability to gain resolution when working with various user types and user challenges
• Experience in providing customer service to a variety of stakeholders
• Knowledge of social media general uses, moderation, and administration
• Two years of practical experience in a similar capacity
• Two-year diploma in a relevant field of study

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Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.
We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.