Part-Time Frontline Service Representative

Please Note: If you are a current Algonquin College employee, apply to this job via the Workday application.
Department
Online Student Experience (Samantha Harris)
Position Type
Part-Time Support
Salary Range
$24.32-$28.16-Hourly
Scheduled Weekly Hours
24
Anticipated Start Date
May 27, 2023
Length Of Contract
n/a
Posting Information
Employees who are part-time internal candidates, as defined by the Part-Time Support Collective Agreement, will be given first consideration.
Posting Closing Date
May 18, 2023
Please note: jobs are posted until 12:01 am on the job closing date.

• Please note that applicants must submit their application by the evening before the closing date mentioned above. The posting closes at 12:01am on the morning of the closing date***

As the first point of contact for AC Online, the Frontline Service Representative (FSR) is an important
resource to be utilized by the client throughout their tenure at Algonquin College Online.
This position provides customer service duties for Algonquin College Online (AC Online). The incumbent receives incoming telephone calls, responds to inquiries over the chat messaging portal, emails and walk-in inquiries, pertaining to a variety of general and specific questions about AC Online, its programs and delivery options.
The incumbent will effectively use de-escalation techniques when necessary. They should be able to provide emotional support for distressed clients. Incumbent should be able to establish and resolve client concerns and properly escalate inquiries using a warm hand off. In carrying out these responsibilities, the incumbent makes decisions and performs a wide variety of customer service tasks.
In addition, the FSR must also provide information, perform clerical and administrative services related to registration, admissions; specific AC Online related activities, and general AC Online information. The primary goal is to provide, as much as possible, a one-stop service in the process of attracting, enrolling and retaining students. The FSR is responsible for providing assistance with training for all new full and part-time frontline staff.
The FSR must have extensive knowledge of and experience adhering to the Freedom of Information and Protection of Privacy Act in a professional setting due to the level of confidentiality and sensitive nature of the information handled on a daily basis. The incumbent should also be comfortable communicating online with clients, and should have formal experience with the online learning
environment.
As the first point of contact, the FSR is responsible to set a positive, professional tone in all interactions with clients ensuring the Algonquin College experience is held to the highest possible standard.
Required Qualifications

• Experience in a high-demand client service environment, ability to manage competing priorities;
• Previous experience de-escalating emotional clients and providing emotional support to distressed clients is preferred;
• Minimum of two (2) years frontline, client service experience providing information on the programs, courses and learning management systems typical of an online learning environment in required;
• Explaining new concepts to clients and people who are new or returning to a digital learning environment;
• Incumbent should be able to navigate college CRM and SiS systems to resolve specific student inquiries;
• Experience with triaging client inquiries to second-level support from academic and operational staff;
• Working in an environment with a high level of change and development.
• One (1) Year Certificate in Office Systems/Office Administration/Business program;

Anticipated Weekly Schedule
Scheduled within the Hours of Operations:
Monday-Thursday: 8:00am-8:00pm
Friday: 8:00am-5:00pm
Saturday-Sunday: 8:00am-4:00pm
There is a possibility of full time weeks (36.25 hrs/wk) when staff are away on annual leave.

• This position is paid at Payband D - Comparator
• Vacancy is for P13555
• Please note that this position is a part-time position with part-time hours.**

The job profile notes as Full-time Support as it has been evaluated to have a full-time comparator.
This position is eligible for hybrid work in conjunction with the College's Flexible Work Arrangement. https://www.algonquincollege.com/policies/hr26/ (subject to change).
This position is subject to the terms of the Part-time Support Staff Collective Agreement: https://www.algonquincollege.com/hr/files/2019/06/2019-21-PT-Supp-Staff-CA_FINAL_EN.pdf
Algonquin College values diversity and is an equal opportunity employer. We offer an inclusive work environment and encourage applications from all qualified individuals. If you require accommodation during the recruitment process please contact the Human Resources department at [email protected]. While we thank all those who apply, only those to be interviewed will be contacted.