Front Desk Assistant, Service Hub

TWU group; Richmond; On-site; CAD 42,000 - 52,000; Full time

Job summary

TWU Richmond campus is seeking a Front Desk Assistant for the Service Hub to provide frontline support to students, faculty, staff, and guests. The role involves handling inquiries via phone, email, tickets, chat, and in person at the front desk on the Richmond campus.

You will resolve Tier 1 service requests, support shared queues, and assist with phone coverage as needed under supervision, ensuring a welcoming and professional front desk experience in line with Service Hub standards.

Qualifications

• Excellent communication in person, written and over the phone (English).
• Able to problem solve and manage multiple inquiries calmly.
• Detail-oriented with strong organizational skills.

Responsibilities

• Serve as the primary Service Hub representative at TWU Richmond.
• Welcome students, faculty, staff, and guests reflecting TWU culture and mission.
• Respond to walk-ins, switchboard calls, general inquiries in person, by phone, and online while upholding SLAs.
• Maintain professional presence and service consistency aligned with Service Hub Standards.

Skills

Communication

Problem solving

Detail oriented

Self-starter

Administrative / call center asset

Job description

The Front Desk Assistant, Service Hub – TWU Richmond campus serves as a central access point for university services at TWU. This role provides front line support by answering some basic questions through phone, email, ticketing systems, chat, and in person interactions at the front desk.

The role provides frontline service at the Richmond campus while actively contributing to centralized Service Hub functions, including resolving Tier 1 service requests through the online ticketing system, supporting shared service queues, and providing phone coverage as needed. Working under the guidance of the service hub staff, the Attendant helps maintain a welcoming, responsive, and professional front desk experience.

Key Areas of Accountability

• Serve as the primary Service Hub representative at TWU Richmond
• Welcome students, faculty, staff, and guests in a manner reflective of TWU’s culture and mission
• Respond to walk-ins, switchboard calls, general inquiries in person, by phone, and online while upholding SLAs
• Maintain professional presence and service consistency aligned with Service Hub Standards

Key Interactions

Reports : Not Applicable

Job Standards and Requirements

Knowledge and Skills:

• Excellent communication both in person, written and over the over the phone (In English)
• Able to problem solve
• Detail-Oriented, strong organizational skills
• Self -starter, able to work independently
• Administrative experience or call center experience would be considered an asset.