Student Support Assistants Jobs

The Office of the Registrar at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.

The Opportunity

The Customer Service Representative (CSR) is a polished professional providing outstanding service when handling all aspects of the Learner experience, in person, over the phone, mail, online, and email. As an integral member of the Office of the Registrar, this Customer Service Representative is responsible for the ongoing maintenance of student records. This individual will also be responsible in assisting and advising students, prospective students, members of the public, and academic staff on the established policies and procedures impacting the student academic record. Essential to this position is the ability to analyze, problem-solve and communicate issues relating to the academic record of any learner from point of application through to graduation.

The Role

Service Excellence

• Expectation of a commitment to intercultural communication. Demonstrate respect for all individuals. Foundational understanding of equity, diversity, and inclusivity and commitment to ongoing learning.
• Create and build a respectful working environment using professional language, tone, and communication with our diverse body of clients.
• Respond to internal and external inquiries that come via telephone, Freshdesk, front service desk, or other channels.
• Representing SAIT in a professional manner with SAIT’s reputation at the forefront of all interactions.

Operational Excellence

• In depth understanding of the student cycle. Knowledge of SAIT academic policies and procedures and the ability to interpret and communicate them to students, faculty, parents, counsellors, and other stakeholders.
• OTR encourages innovation in business process improvement from all team members
• The ability to follow and create business procedures to document sound process

Student Success

• CSR’s are expected to keep student success at the forefront of all decisions
• CSR’s are empowered to make decisions that are based in balancing student success with fairness, equity, and consistency with policy
• OTR decisions align with supporting the students to make informed decisions to ultimately support their learning outcomes in their faculty
• Ultimately maintaining the integrity of the academic record in all actions.
• Using good sound judgement in decision making and following business procedures. It is expected that CSR’s will document their decisions and rationales.

Enrollment Focus

• All CSR’s are required to have knowledge of the student life cycle and understand how their role impacts enrollments.
• Individuals will become subject matter experts in specific aspects of the student cycle.

Qualifications & Experience

The incumbent will possess:

• Be knowledgeable on and follow FOIP regulations, always respecting confidentiality, using good note taking practices.
• The ability to work in a collaborative team environment
• Demonstrated knowledge and compliance with SAIT safety guidelines, required Job Hazard Analysis and SAIT Safety Policy HS.1.1
• The ability to become proficient with MS Office 365 suite, Banner, Freshdesk, Cisco, and other related technology.
• Must be a current or future student that is actively registered in a program during their employment. Proof of registration will be required prior to hiring
• Effective communication, de-escalation and conflict resolution skills are required
• Strong problem-solving and investigation skills are required
• High level of attention to detail

Job classification: STUDENT WORKER - W6000

Salary range: $18.22

# of positions: 8

Position End Date: April 30th, 2024

Posting closing date: Until position is filled

About SAIT

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.

Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.

Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about EDI at SAIT.

At SAIT, we understand that experience comes in many forms. We’re dedicated to adding diverse perspectives to SAIT - so if your experience is close to what we’re looking for, please consider applying.

SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.

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