Service Desk Associate

University of Alberta Careers; Edmonton; On-site; CAD 48,000 - 64,000; Full time

Job summary

University of Alberta is seeking a Service Desk Associate (SDA) to deliver exceptional customer service to residents, guests and staff at North Campus Edmonton. The role requires handling inquiries across in-person, phone, email and chat channels, guiding issues to appropriate departments and supporting a team of student staff.

Shifts may include non-standard hours and overtime during peak periods, with desks located in multiple residence buildings on North Campus.

Qualifications

• High school diploma required; training in customer service preferred.
• Must have excellent public relations and customer service skills; able to solve problems.
• Strong administration, organization, time management and ability to manage multiple tasks.
• Flexible, adaptable, and tech-savvy; knowledge of MS Office and Google Suite desirable.

Responsibilities

• Deliver excellent customer service through in-person, phone, email, social media and chat channels.
• Represent the university during interactions, events and tours with a professional image.
• Assist residents, guests and staff in troubleshooting issues and directing problems to appropriate departments.
• Support service desk staff, handle challenging interactions, and escalate when needed.
• Maintain resident and guest records in the database and assist in applications and reservations.
• Conduct check-ins/outs, key inventory, access control, move-in boxes, and mail processing.
• Perform administrative, security and financial tasks, including payments, bookings and reconciliations.
• Keep knowledge resources updated and collaborate with department partners.

Skills

Customer service

Public relations

Problem solving

Time management

Organization

Multitasking

Tech savvy

Education

High school diploma

Customer service certification

Post-secondary education in related field

Tools

MS Office

Google Workspace

Job description

• Faculty/Department Campus Operations & Services
• Annual Salary Range $48,097.92 to $64,419.00

About the Job

Location - This role is in-person at North Campus Edmonton.

Position Overview

Are you passionate about delivering exceptional customer service and supporting the university community? Do you thrive in a dynamic, people-focused role? If so, we have an exciting opportunity for you! Residence Services is seeking a dedicated and enthusiastic Service Desk Associate (SDA) to join our team. At Residence Services, we believe in providing an outstanding living experience for our students and guests. Our Service Desk Associates are at the forefront of this mission, serving as ambassadors for our university and residence communities. This role plays a vital part in ensuring the satisfaction and success of our residents, guests, prospective students, and staff. A Service Desk Associate may work non-standard office hours to support service desk operations, with service desks being open up to seven days per week (Sunday to Saturday) and up to 16-hours per day (7am to 11pm). Shifts may be assigned at any service desk, which are located in multiple residence buildings on North Campus. Given the nature of our work in housing, the role may be subject to overtime during peak periods of the year.

Responsibilities

As a Service Desk Associate, you will:

• Deliver excellent customer service through various communication channels, including in-person, phone, email, social media, Google Chat, and chatbot interactions.
• Represent the university and department during interactions, special events, and facility tours for residents, guests, prospective students, and staff; ensuring a professional image at all times.
• Assist residents, guests, and staff in troubleshooting issues and directing problems to the appropriate department for resolution.
• Respond to and resolve challenging situations; providing support, leadership and guidance to Service Desk Assistants (student staff) in managing difficult customer interactions and escalating matters when necessary.
• Work with a computer database information system for resident and guest records.
• Assist in processing residence applications and guest reservations.
• Conducts a number of occupancy services, including check-ins and check-outs, key inventory, key exchanges, card access, move in packages, and mail processing.
• Performs administrative, security, and financial tasks, including payments, room bookings, financial reconciles, filing, and service desk security. Stay informed about residence and accommodations policies, procedures, and relevant information.
• Maintain and update knowledge resources, including staff wikis and chatbot information.
• Cultivate positive relationships with department partners and stakeholders.
• Stay attuned to campus community events and services to effectively support inquiries.
• Manage office supplies and deliveries.
• Maintains professional image, displays, and resources at the service desks.
• Support the hiring, training, and onboarding of service desk staff.

Qualifications

Minimum Qualifications

• High school diploma is required
• Training in customer service is required
• Must have excellent skills in public relations and customer service, along with the ability to problem solve and constructively address conflict
• Strong skills with administration, organization, time management, and managing multiple tasks and priorities
• Adaptable, agile, and tech savvy; advanced skills with MS Office and Google Suite is desirable
• Be flexible in accommodating a varied work-schedule (as mentioned above), that may include overtime during peak periods, at multiple service desks on North Campus

Preferred Qualifications

• Certification or post-secondary education in customer service, hospitality, student services, or a related field
• Familiarity with the RTA and University of Alberta policies and procedures would be an asset

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

The Campus Operations & Services team supports the University of Alberta through a range of essential services and works for operating, maintaining and renewing infrastructure across our campuses.

About University of Alberta

The University of Alberta, its buildings, labs and research stations are primarily located on the territory of Néhiyaw (Cree), Niitsitapi (Blackfoot), Métis, Nakoda (Stoney), Dene, Haudenosaunee (Iroquois) and Anishinaabe (Ojibway/Saulteaux), lands that are now known as part of Treaties 6, 7 and 8 and homeland of the Métis. The University of Alberta respects the sovereignty, lands, histories, languages, knowledge systems and cultures of all First Nations, Métis, and Inuit.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more .

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.