Information Centre Attendant

Athabasca University's Office of the Vice President University Relations is recruiting for three Information Centre Attendants:

One Permanent Full Time Position (1.0 FTE)
One Permanent Part Time Position (0.6 FTE)
One Temporary Part Time Position (0.5 FTE)

First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02

The Position

As a primary contact for prospective students, provides general information about the university's programs, services, and key selling features. Assists current students by responding to enquiries and providing detailed information in a diverse variety of areas, directing the enquiry to the appropriate department or escalating the case for further investigation. The incumbent will work to support service provided through the Information Centre with the expectation to assimilate and communicate the AU mandate with awareness of how their individual and collective contribution facilitates student contact and connection with the AU community. The incumbent will demonstrate commitment to service quality and efficiency and champion the efforts of the Information Centre team. This position involves working in a team-oriented setting that requires coordination and sharing.
 

Qualifications

• Completion of a university or college business, public relations, communications, marketing or related program and a minimum of one year experience in a customer service, information, or helpdesk environment. An equivalent combination of education and/or experience may be considered. A working knowledge service tracking systems will be an asset.
• Must demonstrate outstanding oral skills and friendly telephone demeanor combined with the ability to deal with callers – including difficult ones – confidently, empathetically, and knowledgeably.
• Must demonstrate active listening skills and be able to apply effective questioning and analytical techniques.
• Must demonstrate basic written communication skills with the ability to respond to student queries with utilization of system tools (ex: templates), forwarding complex cases when required.
• Expectation to gain and apply comprehensive knowledge of university organizational structure, operations, services, regulations, policies and procedures to assist in addressing student queries.
• Commitment to lifelong learning and value for continuous improvement demonstrated through previous work experience.
• The ability to work as part of a team and contribute to service quality and efficiency provided through the Information Centre.
• Above average technical skills and working knowledge of common software applications (database, word processing, spreadsheets, tracking systems). 

 

A detailed job description can be viewed at: Information Centre Attendant 

 

Contact Information

For more information regarding this role, please contact Carla Yeaman, Program Manager & Business Lead, FLST, at [email protected].

*Please indicate which position you are applying to within your letter of application.