HMC Customer Service Representative (CSR)

HMC Customer Service Representative (CSR)

Sheridan Student Union Inc., 4180 Duke of York Boulevard, Mississauga, Ontario, Canada Req #18

Tuesday, November 29, 2022

Position: HMC Customer Service Representative (CSR)

Reports to: Assistant Services Manager

Pay rate: $16.10/hour

Hours: Monday – Friday 9am – 5pm (hours may vary and are at the discretion of the SSU and the College)

Term: Dec 2022 to April 2023

SCOPE AND NATURE

Sheridan Student Union Inc. represents all fee-paying students at Sheridan College. We are a student-led community enhancing the experience of our fellow students. This is achieved through participation as an active member of the Sheridan community, facilitating opportunities for student leadership, and creating strategic partnerships to improve the quality of life on campus. For more information, visit www.thessu.ca

Reporting to the Assistant Services Manager, the Customer Service Representative will be the main contact for all student inquiries related to the SSU and our services. The Customer Service Representative works closely with students as well as the SSU Executive team and professional staff.

Specific Duties Include

1. Answer front line questions regarding all SSU services including Health and Dental plan, Food First, Legal Resource, Graduation Photos, Tax Service, etc.
2. Promote services offered by the SSU by explaining what we offer, how to use the service, and the features and benefits of the service.
3. Ensure all emails, voicemail, and live chat messages are answered in a timely manner and any serious issues are escalated to the appropriate manager.
4. Record a detailed daily log of completed tasks, pending tasks, student inquiries, and student feedback.
5. Work with all team members in a fair and respectful manner in accordance with legislation and SSU Policy and Procedures. Contribute ideas related to operational efficiency and service standards and make recommendations to the Assistant Services Manager.
6. Participate in virtual events, info-sessions, and in-person department engagement activities, when needed.
7. Attend all relevant training and team meetings.
8. Perform other duties as assigned throughout the year by the Assistant Services Manager and Services Manager.
9. Enforce social distancing practices in the office at all times, ensuring students do not enter the office when maximum capacity has been reached.
10. Book and coordinate college classrooms, boardrooms, and tables for SSU Clubs, SSU Executives, and SSU Staff (if restrictions are lifted by the college regarding campus access).
11. Clean and tidy the CSR work desk.
12. Coordinate and sort interoffice mail, following guidelines for distributing packages shipped to our offices.
13. Wear provided uniform and required PPE for every scheduled shift.
14. Assist students with faxing, laminating, and binding services.

Required Skills

1. Ability to deal effectively and courteously with the Sheridan community.
2. Must be punctual and arrive to all shifts on time.
3. Be present at the desk (or computer when virtual) during your scheduled shift.
4. Answer all incoming emails and live chats quickly and in a friendly and helpful manner.
5. Willingness to host and participate in virtual and in-person events is considered a strong asset.
6. Enthusiastic, punctual, and professional.
7. Desire to work with groups of students in diverse settings.

Required Qualifications

1. Full-time or part-time day Sheridan student for all academic years and maintain a minimum 2.5 GPA.
2. Excellent communication, organizational, and customer service skills.
3. Ability to handle confidential information in a professional manner.
4. Proficient with computer software.

We thank all applicants for their interest; however, only qualified candidates will be contacted for an interview. Please no phone calls.

The Sheridan Student Union welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Aboriginal People, and persons with disabilities. To request any accommodations, you may require in order to participate in the recruitment process (including alternate formats of materials or accessible meeting rooms) contact ssuhr@sheridancollege.ca to discuss your needs.