New Brunswick Community College (NBCC) is committed to transforming lives and communities. The College is currently seeking dynamic and competent individuals for the position of Customer Service Representative (ASL 3). When you work at NBCC, you are a valued team member and a part of a community of leaders who are driven by learning excellence and social and economic development.
Position Type: Three (3) Regular positions
Locations: St. Andrews, Miramichi, Woodstock
Salary Range: $42,328.00 to $51,142.00 per annum
As part of the Student Services Team and reporting to the Head of Customer Service and Student Experience, the Customer Service Representative is the first point of contact with NBCC through telephone, email or in person communication. This position will be responsible for providing excellent customer service and representing NBCC with professionalism and a positive attitude, in a high contact and busy public-facing environment.
Key Responsibilities Include:
- Promoting a professional, courteous, helpful, and welcoming atmosphere for students, staff, visitors, and providing exceptional customer service to facilitate an excellent NBCC experience.
- Maintaining detailed knowledge of NBCC including program information, registrar office functions, admission requirements, student services and where/how to find resources, and responding to a wide scope of inquiries related to processes, policies, and procedures.
- Responding to inquiries in a professional and timely manner via email, phone and in person.
- Using judgment and communication skills to discern customer need, and investigate answers from various sources and/or materials.
- Exercising judgment to appropriately refer issues for resolution to a network of support resources.
- Ensuring confidentiality is maintained in all contacts and communication.
- Providing support for College wide events.
- General administration.
- Assisting with other duties as required.
Flexible working hours may be required to meet the operating requirements of this position at NBCC.
Education and Experience:
- Certificate or Diploma in a relevant field, with demonstrated recent and related work experience.
Technical Skills:
- Demonstrated ability to navigate in a computerized and systems environment across multiple tools and platforms.
- High degree of proficiency with Microsoft Office Suite.
Professional Skills:
- Highly flexible with excellent interpersonal and communication skills.
- Ability to navigate and build relationships effectively throughout the organization.
- Ability to maintain a high degree of professionalism and confidentiality.
- Demonstrated resourcefulness and solution-focused thinking.
- Self-motivated, service and results oriented.
- Ability to manage pressure in a fast-paced environment.
- Demonstrated ability to work effectively independently and within a team.
- Orientation towards continuous improvement.
- Excellent oral and written communication skills in English.
Assets:
- Demonstrated experience in a contact-center environment would be considered an asset.
- Preference may be given to candidates who have experience working in a post-secondary environment.
Candidates must clearly demonstrate how they meet these qualifications on their resumes.
Other combinations of education and experience may be considered as equivalent. Subject to competition response, the minimum qualifications may be raised.
- A culture that is focused on nurturing a sense of belonging for all employees.
- A competitive salary range of $42,328.00 to $51,142.00 annually.
- Become a member of the New Brunswick Public Service Pension Plan.
- Opportunities for professional development and training.
- NBCC supports the wellbeing of its employees. We provide free access to an Employee and Family Assistance Program (EFAP).
- Paid sick and vacation leave.
- Volunteer leave.
- Tuition Reimbursement Programs (Employee: Tuition Reimbursement Program AND Family: Tuition Reduction Benefit - Spouse and Children).
This position is a unionized position where the terms and conditions of employment are in accordance with the NBUPPE - Administrative and Program Support Services, Education Consultation and Development and Information Technology Collective Agreement.
All applicants must be eligible to work in Canada at the time of application. This competition may be used to fill future vacancies at the same level.
The New Brunswick Community College (NBCC) is committed to being flexible in its operations and to the wellbeing of its employees. This includes considering reasonable requests for alternative work arrangements, when feasible, to meet the changing needs of the College and its students. In order to ensure our student needs are met, flexible work arrangements cannot extend beyond the New Brunswick border. NBCC employees must be living in a location that is a reasonable distance from one of our seven work locations around the Province.
We promote an equal opportunity work environment.
All interested candidates are invited to submit a detailed application, with a resume, online by May 22, 2024. All applications will be acknowledged upon receipt.
