Sheridan Student Union

JOB DESCRIPTION Position: Customer Service Representative (CSR) Reports to: Director of Services and Assistant Services Manager Pay rate: $17.46/hour Hours: Monday – Friday 9am – 5pm (hours may vary and up to the discretion of the SSU and the College) 8-15 hours per week Last Updated: February 2025 Term: May 2025 – April 2026. Location: Davis 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 the creation of 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 students’ inquiries related to the SSU and our services. The Customer Service Representative works closely with students as well as SSU Executive team and professional staff. Please note this position will require the CSR to work in a physical space on campus. Specific Duties Include: Answer front line questions regarding all SSU services including Health and Dental plan, Food First, Legal Resource, Graduation Photos, Tax Service etc. Promote services offered by the SSU by explaining what we offer, how to use the service, and the features and benefits of the service Ensure all emails, voicemail, live chat messages and virtual platform (when applicable) are answered in a timely manner and any serious issues are escalated to the appropriate manager Recording a detailed daily log of completed tasks, pending tasks, student inquiries, and student feedback Work with all team members in a fair and respectful manner in accordance with legislation and SSU Policy and Procedures. Contribute ideas in relation to operational efficiency and service standards and make recommendations to the Director of Services and Assistant Services Manager Participate in virtual and in-person events, info-sessions, engagement activities, Open House and Orientation when needed Mandatory attendance at all relevant training and team meetings Perform other duties as assigned throughout the year by the Assistant Services Manager and Director of Services Booking and coordinating college classrooms, boardrooms, and tables for SSU Clubs, SSU Executives and SSU Staff (if restrictions are lifted by the college regarding campus access) Cleaning and tidying of CSR work desk Doing facility checks in our spaces and troubleshooting/fixing anything that may fall under our department Coordinating and sorting interoffice mail, follow guidelines for distributing packages shipped to our offices. Wear provided uniform for every scheduled shift Assist students with faxing, laminating, and binding services Required Skills: Ability to deal effectively and courteously with the Sheridan community Must be punctual and arrive to all shifts on time Be present at the desk during your scheduled shift Answer all incoming emails and live chats quickly and in friendly and helpful manner Willingness to host and participate in virtual and in person events considered a strong asset Enthusiastic, punctual and professional Desire to work with groups of students in diverse settings Required Qualifications: Full-time or part-time day Sheridan student for all academic years and maintain a minimum 2.5 GPA Excellent communication, organizational and customer service skills Ability to handle confidential information in a professional manner 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 is dedicated to employment equity and encourages applications from people of all genders, persons with disabilities, racial/visible minorities, and Indigenous peoples. The SSU is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). To request any accommodations, you may require in order to participate in the hiring process, please contact Human Resources by emailing [email protected] .