Connection Desk Associate, Langford - Casual / On-call

Royal Roads University; Victoria; On-site; CAD 80,000 - 100,000; Part time

Job summary

An educational institution in Victoria is seeking a Connection Desk Associate to deliver high-quality front-line service and administrative support. This casual on-call position involves assisting students with various requests and navigating support services. Ideal candidates will have significant customer service experience, strong problem-solving skills, and cultural sensitivity. The hourly pay ranges from $28.31 to $38.20, with 4% in lieu of vacation.

Qualifications

• Minimum of three years of customer service or post-secondary experience.
• Experience dealing with difficult situations and people in distress.
• High level of judgement, diplomacy and tact.

Responsibilities

• Provide front-line service and administrative support.
• Assist students with ID cards, parking passes, and service requests.
• Create a welcoming environment for students and visitors.

Skills

Customer service experience

Intercultural competence

Problem solving

Multi-tasking

Computer skills (MS Word, Excel, Outlook)

Job description

Overview

Reporting to the Connection Desk Team Lead, the Connection Desk Associate plays a key role in delivering high-quality front-line service and administrative support at the RRU Langford – John Horgan Campus. As the first point of contact for students, staff and visitors, this position is responsible for creating a welcoming environment and providing accurate, timely referrals to appropriate campus services.

The Connection Desk Associate supports daily operations by helping students navigate post-secondary supports and referring them to the appropriate services. In addition, they will assist with processing services requests such as ID cards, parking passes, lockers and print accounts and acts as a liaison for building related concerns.

The Connection Desk Associate will have high level of empathy, cultural sensitivity and discretion to support students who may be facing academic, personal and financial challenges. With a strong focus on customer service, organization and attention to detail, the Connection Desk Associate contributes to a positive campus experience and promotes student success through timely referrals to supports available at their respective institution.

The Associate supports the overall functioning of the RRU Langford – John Horgan Campus student support services and may be occasionally called upon to provide back-up services for the Student Commons. They are a key member of the Royal Roads University Student Services team and may also be assigned work for any Royal Roads program or at any campus.

Job Requirements

• Minimum of three years of customer service or post-secondary experience.
• Working knowledge of RRU’s programs, services and the local community.
• A professional approach and commitment to customer service excellence.
• Experience dealing with difficult situations and people in distress.
• Ability to exercise a high level of judgement, diplomacy and tact and to respect and maintain confidentiality in sensitive and / or volatile situations.
• Strong intercultural competence and understanding of the values of equity, diversity and inclusion.
• Problem solving ability.
• Ability to multi-task and work effectively in a busy and dynamic work environment.
• Competent computer skills, including MS Word, Excel, Outlook, POS

Competencies

• Learner / Customer Focus

  Probes deeply into learner needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand learner requirements and surpass their expectations.

• Decision Quality

  Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

• Collaboration

  Finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.

• Equity, Diversity & Inclusion

  Grasps the uniqueness of each individual and challenges others who use stereotypes. Seeks out opportunities to learn and put into practice ideas from others with different perspectives, backgrounds, etc.

• Drives Vision and Purpose

  N / A

• Instills Trust

  Consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.

• Climate Action

Additional Information

This is a casual, on-call position. The hourly rate is $28.31 (minimum) to $33.25 (midpoint) to $38.20 (maximum). Due to its limited term nature, this position is not eligible for enrolment in the University’s Benefits Plan, but you will be provided with 4% in lieu of vacation. Royal Roads University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our faculty and staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities and persons of any sexual orientation or gender identity.