Information Services Desk Associate

University of Toronto; Toronto; On-site; CAD 52,000 - 67,000; Full time

Job summary

The University of Toronto’s Hart House Information Services Desk is hiring an Information Services Representative to be the first point of contact for general inquiries and to provide routine information on programs, events, and policies. You will support registrations, maintain records, and balance daily transactions in a dynamic, student-focused environment.

Working Tue–Sat evenings, you will collaborate with a diverse team, uphold safety standards, and help guide visitors to resources and

Qualifications

• High School Diploma or acceptable combination of equivalent experience.
• Minimum of two years of experience in customer service
• Minimum of one year experience in a high-volume, multi-service customer service environment involving cash/point-of-sale transactions, scheduling/reservations, and in person conflict resolution
• Demonstrated experience with providing job-related guidance to others
• Demonstrated experience de-escalating conflict with members of the public, including handling complaints, denying access/service when policy requires it, and managing frustrated or distressed patrons
• Excellent personal and human relation skills
• Computer skills required: Microsoft Office Suite. Keyboarding skills. Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registrations is essential
• Must be able to work collaboratively and professionally as part of a team while also being capable to work independently when required
• An energetic individual who enjoys the challenge of work in a dynamic environment
• Excellent customer service, interpersonal skills, good judgment and initiative
• Accuracy along with the ability to multi-task is essential
• Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices
• Fluent in written and spoken English
• Ability to work under pressure
• First Aid/CPR Training is required and will be provided

Responsibilities

• Acting as the first point of contact for general inquiries, providing routine information on programs, events, and eligibility requirements
• Applying established standards when responding to emergencies and redirecting inquiries as appropriate
• Booking rooms and arranging accommodations, ensuring efficient and appropriate use of spaces
• Resolving minor complaints within the scope of the role and referring larger issues to the appropriate channels
• Checking eligibility of students to access the facility and maintaining control over the distribution of access to designated University spaces
• Supporting the Information Services team in providing information on programs and services to internal and external contacts
• Assisting with registrations, maintaining databases, generating reports, conducting regular checks and balancing financial transactions against sales
• Serving as a resource to others by providing (non-supervisory) administrative guidance

Skills

Customer service

Conflict de-escalation

Teamwork

Fluent English

Work under pressure

Interpersonal skills

Multi-tasking

Equity, diversity & inclusion

First Aid/CPR training

Education

High School Diploma or equivalent

Tools

Fusion software

Microsoft Office

POS equipment

Job description

The University of Toronto’s Hart House Information Services Desk is hiring an Information Services Representative to be the first point of contact for general inquiries and to provide routine information on programs, events, and policies. You will support registrations, maintain records, and balance daily transactions in a dynamic, student-focused environment.

Working Tue–Sat evenings, you will collaborate with a diverse team, uphold safety standards, and help guide visitors to resources and