Intermediate Information Officer, Customer Service

Duration in Months (for fixedterm jobs):

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Applications must be received BEFORE:

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Position purpose:

Inform the public on all matters related to the admission requirements and process for undergraduate and professional programs applicants and faculty staff while ensuring courteous and prompt service in order to promote a high level of customer satisfaction and project a positive image of the University. Preanalyze student eligibility for various programs of study in order to complete files.

In this role your responsibilities will include:

• To welcome inform and advise prospective and current students and the public in person by telephone and in writing about admissions programs of study faculties and departments regulations deadlines services and students academic records.

• Act as a resource person for students to facilitate the admissions process and provide information on procedures school regulations.

• Provide courteous and prompt service in accordance with University standards and project a positive image of the University of Ottawa to all clients. Handle emotional or hostile customers in a professional manner.

• Interpret data in the student information system in order to communicate to applicants the status of their application and the maintenance of their file while respecting the confidentiality of the file...

• Carry out quality control checks throughout the admissions cycle and resolve filerelated problems by providing uptodate explanations to applicants and referring the most complex problems to the supervisor in order to ensure optimum customer service.

• Receive documents and collect admission fees from candidates wishing to submit their documents in person.

• Analyze admission applications and related fees to determine the type of application and validate the content and authenticity of documents received.

• Calculate admission averages and complete admission files by indexing documents received.

• Regularly inquire about the requirements of all bachelors degree programs (grade point averages prerequisites and other specific requirements) University of Ottawa regulations and administrative procedures in order to be able to approve or cancel admission applications within established deadlines.

• Trouver des solutions efficaces aux situations problmatiques prsentes par la clientle et rfrer les cas plus complexes au superviseur.

• Au besoin participer des projets spciaux ou vnements de la GES. Peut tre appel a former des tudiants du Rgime travailtudes ou nouveaux collgues.

What you will bring:

• Postsecondary education in a relevant field or equivalent experience

• Minimum 2 years experience in customer service to act as a resource person

• Minimum 2 years experience in interpreting explaining and applying regulations and procedures

• Bilingualism French and English (oral and written).

• Experience in data entry and verification.

• Experience in the use of various software programs such as CRM word processing email Internet as well as databases.

• Tact diplomacy and ability to relate and communicate effectively in both official languages in person by telephone email and in writing.

• Good judgment attention to detail and attention to detail.

• Ability to acquire and retain a multitude of regulations procedures and information of a very specific nature.

• Ability to understand and interpret customer needs.

• Organizational skills and ability to work quickly and under pressure.

• Ability to work as part of a team.

• Knowledge of University structures regulations and exceptions (an asset).