Service Experience Assistant

Capilano Students' Union; North Vancouver; On-site; CAD 19,000 - 21,000; Part time

Benefits offered by this job

Flexible schedules

Paid sick leave

Flexible benefit fund ($650/year)

Childcare expense reimbursement

RRSP employer matching up to 7.5%

Job summary

Capilano Students' Union is seeking a Service Experience Assistant to provide welcoming, student-focused support at our member services desk and spaces. The role requires current Capilano University enrollment and involves helping students access benefits, bookings, and activities, while collaborating with student leaders and supervisors to deliver engaging services.

Candidates should show strong communication skills, be comfortable handling a high volume of inquiries in person, online, or

Qualifications

• Current Capilano University student (non-negotiable)
• Excellent verbal and written communication skills
• Well-organized with ability to handle high query volume
• Ability to work independently and in teams
• Experience in program or service delivery preferred (6+ months)

Responsibilities

• Provide friendly, informed support to students at the member services desk.
• Process payments and transactions at the service desk.
• Promote CSU services, events and programs via screens, posters, and outreach.
• Keep student spaces tidy, accessible and welcoming.
• Assist with event logistics, setup/teardown and facilitation.
• Attend staff meetings and contribute feedback to improve services.
• Maintain CSU privacy, information security and safety policies.

Job description

Title: Service Experience Assistant

Classification: Student Employee

Rate of pay: Starts at $23.86 per hour (+16% in lieu of benefits)

Hours of work: 15 hours per week

Reports to: Associate Executive Director

The service experience assistant is responsible for assisting with creating a welcoming and engaging experience for students using our member services and student spaces. While the service experience assistant can expect collaboration with student leaders and guidance, mentorship, and supervision from the member services coordinator, they ultimately share a reporting relationship with the associate executive director.

Note: The service experience assistant must maintain a schedule availability of at least 20 hours of weekday availability, including at least one full weekday of Member Services coverage (9:15am-4:45pm) as a condition of employment. This is an on-site position and remote work options are generally not available.

Duties

Core Member Services

• Provides friendly, informed support to students accessing member services such as the CSU Health and Dental Plan, food security, locker rentals, space bookings, club services, volunteer opportunities and benefits, and more.
• Processes payments and completes transactions at the service desk.
• Assists in the promotion of CSU services, events, and programs via digital screens, posters, and in-person outreach to students.
• Helps keep our student spaces tidy, accessible, and welcoming.
• Assists with event logistics, including setup, teardown, and basic facilitation.
• Attends regular staff meetings and contributes feedback to improve services.
• Adheres to CSU privacy, information security, and workplace safety policies.
• Takes minutes at CSU student leadership meetings as scheduled.
  

Student Space and Experience

• In consultation with student leadership and appropriate resource staff, leads the planning and execution of small-scale, drop-in, and low-barrier programming for membership engagement in our student spaces.
• Tracks, evaluates, and reports on attendance and feedback from small-scale programming and makes recommendations for improvement.
• Ensures signage in student lounges and resource centres is fresh, relevant, brand-consistent, and visually appealing, including maintaining rotating promotional materials for key upcoming activities.
• Curates and regularly updates background music, lighting, and decor in our student spaces in a way that reflects the values of the students' union.
• Identifies barriers to accessibility or comfort accessing our services or spaces (such as clutter, seating, and sensory issues) and recommends changes.
• Supports passive engagement efforts for campaigns and advocacy work (such as interactive wall prompts, table talkers, information boards or displays, etc.).
• Brainstorms, plans, and carries out strategies to activate quiet times in our student spaces with casual student engagement moments.
• Welcomes students into our student spaces and orients them on amenities.
• Processes space bookings.
  

Here’s what it takes to be successful in this role

• In order to be an effective resource to your fellow students, and to support our members through employment opportunities, our successful candidate must be a current Capilano University student (this requirement is non-negotiable for us) and must be knowledgeable about campus and student life at Capilano University.
  
• There are a lot of moving pieces working at our member services desk, and you can expect to deal with a high volume of queries to support students in-person, remotely, and online. This means that our successful candidate must be well-organized, and be able to stay on top of a workflow that includes requests coming from a few different places.
  
• Depending on daily schedules, you might be working alone at the member services desk with minimal in-person supervision for several hours at a time, or you might be working in pairs or in groups on busier days or for specific projects or assignments. This means that our successful candidate must work effectively independently and in teams.
  
• You’ll be corresponding verbally and in writing with students, staff, service providers, and community members all the time to share accurate information about the resources and services available through the Capilano Students' Union, and so our successful candidate must have excellent verbal and written communication skills.
• To be able to quickly settle into your role assisting in the promotion and administration of some of our key services, our successful candidate would have an easier time being successful in this role if they have at least six months of previous experience working in program or service delivery.

Why work at the Capilano Students' Union?

We strive to be a diverse workplace. We're working hard to make sure that our staff team reflects the diversity of our membership, guided by the CSU's equity strategy. Over half of our team members self-identify as women, and people from visible minorities comprise half of our unionized workforce.

We are a certified Living Wage employer. We provide fair (and competitive) compensation packages for all members of our team, including employees who are students, because we believe that everyone who works deserves to make ends meet. As a part of our compensation and benefits package, you can expect:

• Flexible weekly and daily work schedules
• Paid sick, bereavement, and compassionate care leave
• A $650 per calendar year flexible benefit fund
• Partial reimbursement of child care expenses
• RRSP employer-matching contributions of up to 7.5%

We take our guiding principles really seriously. We think that our values create a fun, dynamic, and challenging work environment - one where no two days are the same, and where our team members look forward to coming to work. If these principles resonate with you, you should think about joining the team:

• We are results-driven
• We are accountable
• We are open, supportive, and collaborative
• We are professional and inclusive
• We are honest and transparent

Think you've got what it takes?

The CSU hires on the basis of merit, and is committed to employment equity and achieving team diversity that mirrors our student population. Folks with disabilities; Indigenous folks; self-identified women; folks from visible minorities; queer folks; and trans, two-spirits, and gender-non-binary candidates are encouraged to self-identify during the application process. We are committed to removing barriers in our selection process for people with visible and invisible disabilities - please do not hesitate to reach out to us at [e-mail] if you need accommodation to participate fully in our application and selection process. Our employees are represented by CUPE 1004 in a unionized work environment.