Customer Experience Assistant (Contract)

Conestoga College; Kitchener; On-site; CAD 42,000 - 56,000; Full time

Job summary

Conestoga College is seeking a Customer Experience Assistant to provide front-line customer service for the Facilities Management Department. The role includes processing work requests, coordinating with contractors, maintaining records, and supporting safety and regulatory compliance.

The position is on-site at the Doon campus in Kitchener, five days a week, 8:30 a.m. to 4:30 p.m., on a 3-month temporary contract.

Qualifications

• Two-year diploma in a related field is required.
• Minimum three years of office experience preferred in education, facilities management, construction, or a skilled trades environment.
• Strong organizational skills with attention to detail and ability to multi-task.
• Excellent oral and written communication skills and strong customer service focus.
• Proficient with Microsoft Applications and able to work independently or in a team.

Responsibilities

• Submits, receives, prioritizes, and processes work requests and maintenance calls to Facilities staff and/or Contractors.
• Liaises between customers and Contractors for completion of work requests.
• Administers Pest Control service calls and distributes reports to appropriate entities.
• Analyzes monthly financial statements and invoicing for discrepancies; makes corrections as needed.
• Establishes and maintains manual and computerized records for departmental operations.
• Gathers and compiles data for monthly and annual reports related to College operations.
• Monitors and maintains records for legislated requirements to the College (e.g., licenses, safety, utilities).
• Supports development and maintenance of technology aspects (e.g., SharePoint, social media).
• Maintains appointment schedules, coordinates meetings, including agendas and minutes.
• Prepares information (AODA, transit changes, health and safety) for projects and daily communications.
• Manages rental events by liaising with organizers, ensuring contracts, insurance, and scheduling.

Skills

Organizational skills

Attention to detail

Multitasking

Oral and written communication

Customer service

Interpersonal skills

Teamwork

Education

Two-year Diploma in Office Administration or related field

Tools

Microsoft Office

Job description

Position Summary

Temporary Full-Time Appendix D Support Staff, replacement contract position (immediate need, 3-month contract)

The Customer Experience Assistant provides a wide variety of front-line customer service functions on behalf of the Facilities Management Department. Primary responsibilities include processing maintenance calls and work requests, allocation of department keys, maintaining department communications and websites, monitoring, and updating of Departmental and applicable College data and maintaining information on various legislative requirements and licences. As well, the incumbent is involved with part-time staff and departmental training requirements.

As Conestoga is committed to the safety and well-being of all staff, students and visitors, the incumbent is required to be active in Health & Safety planning and accident prevention by adhering to procedures and safe work practices as required and in accordance with relevant Health & Safety legislation/regulations and Conestoga safety policies.

Successful candidates will be required to conduct work on-site five days per week, Monday to Friday, 8:30 a.m. to 4:30 p.m. at the Doon campus located at 299 Doon Valley Dr. in Kitchener

Responsibilities

• Submits, receives, prioritizes, and processes work requests and maintenance calls to Facilities staff and/or Contractors
• Liaises between customers and Contractors for the completion of applicable work requests
• Administers Pest Control service calls and distributes reports to appropriate entities
• Analyses detailed monthly financial statements and invoicing for discrepancies; makes necessary corrections via journal entries, charge overs, inquiries to Accounts Payable, etc.
• Establishes and maintains manual and computerized records pertaining to departmental operations
• Gathers and compiles statistical data for monthly and annual reports as it relates to College and department operations
• Monitors and maintains accurate records and initiates actions of legislated requirements to the College as they pertain to Facilities Management (i.e., TSSA, AGCO, Occupational Health and Safety, utility bills, courier manifests, business licenses, etc.)
• Supports the department in the development and maintenance of technology aspects (i.e., SharePoint file storage, social media, etc.)
• Maintains various appointment schedules, co-ordinates meetings, including agendas and minutes
• Creates and provides various information (e.g., AODA, transit changes, Health, and Safety), regarding special and emergency projects, in addition to daily or normal correspondence
• Administers community facility rentals/internal special events by liaising with event organizer, ensuring contract administration, insurance requirements, completion of forms, rental of equipment and ensures there are no scheduling conflicts
• Liaises with various outside services, college departments and employees for the planning, organizing, scheduling, notification and monitoring of various college or department operations, construction projects and special event requirements (i.e., campus service shutdowns, closures, disruptions, convocation)
• Verifies completeness and accuracy of time sheets, overtime sheets, expense reports and vacation reports
• Creates all departmental part-time contract requests and reviews part-time biweekly payroll for authorization with respect to various deadlines
• Processes and administers key assignments for the department
• Works with and assists supervisory staff, as requested, in interviews and supports co-op processes
• Organizes, presents, and facilitates College and department orientation requirements, such as Human Resources, Payroll and Health and Safety training and documentation
• Provides training and assigns and monitors workload of Part-time Facilities Office Clerk

Qualifications

• Two-year Diploma in Office Administration, Business Administration, Business, Arts/Humanities, Science/Social Science, Public Relations, Communications, or a related field is required
• Minimum three years of office experience, preferably in education, facilities management, construction, or a skilled trades environment is required
• Strong organizational skills, proven ability to pay attention to detail
• Strong multi-tasking capabilities
• Excellent oral and written communication skills
• Strong customer service capability
• Ability to work well with a wide range of people from across the organization
• Exceptional computer skills, experience with Microsoft Applications
• Ability to work independently and in a team environment
• Experience or training in customer service and conflict resolution is considered an asset