Service Hub Support Services Officer

Service Hub Support Services Officer

The Customer Support Department is looking to hire students from the School of Hospitality and Tourism to share their positive Seneca enthusiasm and to provide on campus support with current and prospective students, guests, and employees in our onsite Service Hubs located at Newnham Campus.

Position Requirements:  

·       Excellent written and oral communication skills.

·       Strong problem solving and analytical skills.

·       High energy and strong customer service skills.  

·       Confidence and dependability to work independently and as part of a team.  

·       Strong organizational and time management skills.  

·       Working knowledge of programs offered through Seneca and service areas including but not limited to the Registrar’s Office, academic services and student support services.   

·       Positive attitude with flexible availability including evenings and weekends as required.  

·       Understanding of Seneca’s privacy and confidentiality policies 

Specific Job Responsibilities and Expectations  

Under the supervision and guidance of the Manager of Operations, the incumbent will be a part of the customer support team that is responsible for further promoting a positive service culture at Seneca by resolving all incoming customer inquiries at Seneca.

Service Hub On-Campus Support  

·       Assist all walk-in guests through The Service Hub by asking appropriate probing questions to properly triage and direct them to virtual resources or further on-campus support. 

·       Triage questions and provide answers to guests through multiple service channels with accuracy and enthusiasm. 

·       Support in-person engagement and track incoming traffic using the Log Tracking form for level one inquiries.  

·       Guide students to locate answers to their inquiries through knowledge-based articles available via The Service Hub self-serve portal and ChatBot while promoting all other live services (Emails, Live Chat, WhatsApp/SMS, Virtual Appointments, Call Centre, Social Media etc.).

·       Support Demo stations at triage tables and pop-up stations on campus promoting The Service Hub portal and virtual self-serve options.

·       Help students troubleshoot login issues (recover/reset passwords/user ids) through the MySeneca Portal and Student Home.  

·       Answering general questions from current students, employees, applicants and prospective student walk ins about Seneca programs, general admission information and student support services.  

·       Review student case material in Salesforce as assigned by the Manager.

·       Support on campus activities such as Orientations, Open Houses etc. including participation in virtual events.

Salesforce Client Support  

·       Uses a range of Seneca’s systems to properly resolve student inquiries or to create a case for specialist resolution

·       Assists service teams to merge duplicate student cases and triage to appropriate service areas

·       Communicates with customers including prospects, applicants, current students, employees and the general public through a variety of channels to determine the best way to resolve the customer’s need.  Incumbents will have exposure to in-person, Live Chat, Call Centre, WhatsApp/SMS, Social Media, Email channels

·       Communicates with students upon request to ensure seamless customer experiences, and to resolve problems impeding their navigation, experience or progression at Seneca;

·       Asks appropriate questions to identify information gaps that may prevent customers from taking a desired course of action (e.g. student accommodation, student housing, verification letters for international and domestic students, missed deadlines, missing original transcripts; outstanding skills assessment);

·       Reviews student communications, documents, forms and service-related requests for completeness and accuracy. They verify eligibility or forward request to appropriate department for further action (e.g. transcript requests, transfer credit; program withdrawal, re-admit, transfer, name/address change, replacement photo ID; replacement grade reports; dropping/changing courses – Records, Admissions Representatives, Accounts, academic program area);

·       Operates in accordance with Freedom of Information and Protection Privacy Act guidelines and within the parameters of established standard policy, procedure, guidelines, and practices of Seneca. 

Job Type:

Part-Time; On-Campus

Job Location:

Newnham

Number of Positions Available: 4

Must have a valid SIN, Study/Work Permit.

• Current Seneca student while maintaining satisfactory academic performance.

• Current Seneca student in the School of Hospitality and Tourism. 

• Available to work up to 24 hours per week.

• Must be eligible under the Work Study Program.

Targeted Programs:  

School of Hospitality and Tourism

Employment Information:

Contract Dates: Summer 2024

Training: TBD
Hours per week:

Maximum of 24 hours per week; shift times TBD

Hourly Rate: $17.81/hour

HOW TO APPLY:
Submit your resume via MySeneca email to Josephine.wong@senecapolytecnic.ca, and use “Application for Summer 2024: FSO425 Career Placement Opportunity” as the subject line.

APPLICATION DEADLINE: March 17th, 2024 11:59 PM