- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Call center
- Microsoft Office
- Bilingual
- French
- Mandarin
- Arabic
- Cantonese
Preference will be given to qualified regular part-time employees within the Part-Time Support Staff bargaining unit at Sheridan College. Should a suitable candidate not be found, external candidates will be considered.
The incumbent provides a continuous point of contact for all current and prospective students, corporate clients, alumni, staff and the public seeking information about Continuing and Professional Studies (CAPS). The incumbent provides a professional single point of contact for comprehensive end-to-end solution-focused interactions that exceed the needs of all students/customers/clients whether via campus visits, phone calls, e-mail, chat, or any other method of communication, including social media. The Opportunity Agent plays a critical role in managing relationships with all members of the CAPS learning community. This position will be required to regularly work evenings and weekends.
What You’ll be Doing
Guiding and advising student/prospect/client/customer/corporate client/alumni/public and their influencers on CAPS programs, courses, policies and procedures;
Providing the first point of contact and support in a multichannel environment for student/prospect/client/customer/corporate client/alumni/public inquiries within the customer service model for CAPS while establishing, building, and maintaining a positive customer service relationship at all times;
Performing outbound sales calls;
Creating, collecting, and maintaining statistics to track all Opportunity Centre inquiries including client type, inquiry type, response category, and comments;
Maintaining currency with all CAPS program information;
Assisting with planning, attending, participating and acting as the CAPS support resource at all events;
Monitoring CAPS’ Social Media channels daily;
Performing other related duties as assigned.
About You
You have excellent written and oral communication skills and enjoy working as part of a team.
You use your interpersonal skills to build and maintain working relationships and provide excellent customer service.
The successful candidate will also meet the following requirements:
2-year diploma in business, commerce, sales and marketing, office administration or a related field of study along with 3 years of experience in either an educational or business professional contact call centre environment (or an equivalent combination of relevant education and experience)
Must be fully bilingual (oral and written) in English and at least one of the following languages: Arabic, Cantonese, French, Gujarati, Mandarin, Polish, Portuguese, Tagalog or Tamil.
Experience in a call centre using a CRM
Demonstrated expertise with Microsoft Office suite (Word, Outlook, Excel, Teams, SharePoint)
Experience with student information systems (i.e. Peoplesoft) preferred
Knowledge of CAPS’ procedures, programs and services is preferred
Who We Are:
Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan, Sheridan 2024: Galvanizing Education for a Complex World ( https://sheridan2024.sheridancollege.ca/ ), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.
For more information, visit: Why Work at Sheridan
Other Details
Faculty/Department: Continuing and Professional Studies
Campus Location: Davis (May be assigned activities at any Sheridan campus). This position is currently working on campus.
Employee Group: Part-time Support - Regular
Hourly Rate: $25.81 + 4% in lieu of benefits and vacation
Hours/Week: 24
Hours: 1:30pm – 7:30pm, Monday to Thursday
Application Deadline: March 24, 2023
Application Details: This position is entitled to 0.75 shift premium as per article 10.3 in the Collective Agreement.
Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.
Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
Sheridan is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources .
You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.
