The Inquiry Management Assistant is responsible for addressing requests and responding appropriately to inform students of policies and procedures within the department. The incumbent is part of a team that works together to ensure all customers of the Waterloo Residences Office receive outstanding customer service, and that the overall goals of the Department are met
Responsibilities:
Deliver front-line customer and student service to prospective and current students1
Manage and help respond to approximately 15,000 inquiries by telephone, email, Live Chat, forum and walk-in customers
Answer all incoming correspondence and email messages for Waterloo Residences in a complete and timely manner
Respond to inquiries from students, parents, faculty, and staff by email and telephone, as well as, walk-in customers
Comment and engage in discussions with existing (and future) residents online, bring them into conversations, and promotions using social media
Residence admissions and bookings support
Ensure residence applications for prospective students are complete
Process residence cancelations as necessary based students not accepting contracts, students withdrawing, or academic offers being rescinded
Ensuring residence application system is operating effectively and submitting requests to IST if issues are encountered
Record management
Track and record the number of calls and emails to determine peak inquiry times
Assist in processing online submissions to the Off-Campus Housing Tool
Assist with compiling stats for admissions
Team collaboration
Monitor news articles, blogs, and other social media tools on emerging trends
Coordinate with admissions, marketing and residence life groups to drive core departmental goals through the use of social media techniques
Assist with residence ambassador program
Office operations
Receive, open and sort incoming mail
Process certified cheque, bank draft and money order payments in person or by mail for residence deposits
Required to work on special visit days, such as You @ Waterloo Day, and some evenings including the Residence Community Ranking Form deadline date
Other duties as required depending on the working deadlines within the department
Qualifications:
Currently enrolled in or recently graduated from a post-secondary institution; a current student or recent graduate from the University of Waterloo is preferred
Customer service experience required, preferably in hospitality or accommodations services
Experience within the Department of Housing and Residences, Student Development area beneficial
Experience and understanding of university based housing initiatives preferred
Must possess a high degree of maturity, patience, and judgement
Self-motivator with the ability to take initiative, resolve problems and escalate more complex issues
Excellent written and oral communications skills with strong attention to detail
Collaborative work etic
Compassionate and considerate customer service ability
Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.