Intermediate Information Officer, Customer Service

University of Ottawa; Ottawa; On-site; CAD 59,000 - 75,000; Full time

Job summary

An established institution is seeking an Intermediate Information Officer to enhance the customer service experience for prospective and current students. This role involves advising students on admissions, interpreting application data, and ensuring a positive image of the university. The ideal candidate will be bilingual in French and English, possess strong customer service skills, and have experience in data management. Join a dynamic team dedicated to supporting student success and making a meaningful impact in their academic journey. This is a fantastic opportunity to contribute to a vibrant educational community.

Qualifications

• Minimum 2 years experience in customer service.
• Experience in interpreting regulations and procedures.
• Ability to work under pressure and in a team.

Responsibilities

• Welcome and advise prospective and current students.
• Provide courteous service and handle customer inquiries.
• Analyze admission applications and validate documents.

Skills

Customer Service

Bilingualism (French and English)

Data Entry

Regulatory Interpretation

Communication Skills

Education

Post-secondary education in a relevant field

Tools

CRM Software

Word Processing Software

Email Applications

Database Management

Job description

Intermediate Information Officer, Customer Service

Join to apply for the Intermediate Information Officer, Customer Service role at University of Ottawa

Intermediate Information Officer, Customer Service

Join to apply for the Intermediate Information Officer, Customer Service role at University of Ottawa

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Job Type:

Employee

Duration in Months (for fixed-term jobs):

6

Job Family:

Admissions

# of Open Positions:

1

Faculty/Service - Department:

Pre-admission and Information

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted:

May 05, 2025

Applications must be received BEFORE:

May 16, 2025

Hours per week:

35

Salary Grade:

SSUO Grade 07

Salary Range:

$59,038.00 - $74,574.00

About Student Affairs:

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Inform the public on all matters related to the admission requirements and process for undergraduate and professional programs, applicants and faculty staff while ensuring courteous and prompt service in order to promote a high level of customer satisfaction and project a positive image of the University. Pre-analyze student eligibility for various programs of study in order to complete files.

In this role, your responsibilities will include:

• To welcome, inform and advise prospective and current students and the public, in person, by telephone and in writing, about admissions, programs of study, faculties and departments, regulations, deadlines, services and students' academic records.
• Act as a resource person for students to facilitate the admissions process and provide information on procedures, school regulations.
• Provide courteous and prompt service in accordance with University standards and project a positive image of the University of Ottawa to all clients. Handle emotional or hostile customers in a professional manner.
• Interpret data in the student information system in order to communicate to applicants the status of their application and the maintenance of their file, while respecting the confidentiality of the file...
• Carry out quality control checks throughout the admissions cycle and resolve file-related problems by providing up-to-date explanations to applicants and referring the most complex problems to the supervisor in order to ensure optimum customer service.
• Receive documents and collect admission fees from candidates wishing to submit their documents in person.
• Analyze admission applications and related fees to determine the type of application, and validate the content and authenticity of documents received.
• Calculate admission averages and complete admission files by indexing documents received.
• Regularly inquire about the requirements of all bachelor's degree programs (grade point averages, prerequisites and other specific requirements), University of Ottawa regulations and administrative procedures in order to be able to approve or cancel admission applications within established deadlines.
• Trouver des solutions efficaces aux situations problématiques présentées par la clientèle et référer les cas plus complexes au superviseur.
• Au besoin, participer à des projets spéciaux ou évènements de la GES. Peut être appelé a former des étudiants du Régime travail-études ou nouveaux collègues.
  
  

What you will bring:

• Post-secondary education in a relevant field or equivalent experience
• Minimum 2 years experience in customer service to act as a resource person
• Minimum 2 years' experience in interpreting, explaining and applying regulations and procedures
• Bilingualism - French and English (oral and written).
• Experience in data entry and verification.
• Experience in the use of various software programs such as CRM, word processing, e-mail, Internet, as well as databases.
• Tact, diplomacy and ability to relate and communicate effectively in both official languages in person, by telephone, e-mail and in writing.
• Good judgment, attention to detail and attention to detail.
• Ability to acquire and retain a multitude of regulations, procedures and information of a very specific nature.
• Ability to understand and interpret customer needs.
• Organizational skills and ability to work quickly and under pressure.
• Ability to work as part of a team.
• Knowledge of University structures, regulations and exceptions (an asset).
  
  

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [e-mail] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Higher Education

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