Overview
Customer Service Representative Jobs in Burnaby at British Columbia Institute of Technology (BCIT)
BCIT’s Registrar’s Office is seeking a temporary, full-time (1.0 FTE) Customer Service Representative. This position is responsible for responding to customer inquiries and providing active customer service to BCIT’s full time, part time, distance education programs; courses; full time admissions; student records; and International Credential Evaluation Service (ICES). The focus is to provide customers with integrated front line services. For example, once the need is identified, appropriate action is taken to respond, ranging from recruiting actions to the registration processes, payments, admission, student records or referral to the appropriate BCIT department. This position works out of any of the BCIT locations/departments, including the: Downtown Campus, Burnaby Campus, Admissions, Student Records, Cashiers or Advanced Placement and Degree Programs. Varying shift schedules will apply.
Duties & Responsibilities
DUTIES AND RESPONSIBILITIES:
Responding to in-person, mail, electronic and telephone inquiries by:
Determining customer needs
Entering client information on student information system (Banner)
Scheduling appointments and telephone call backs for Program Advisors
Providing information on courses and programs, including availability and general eligibility requirements
Knowledge of general fee information including student account status
Arranging for the mailing of printed informational material such as calendars, flyers, brochures and recruitment packages
Register clients into part-time courses and information sessions
Responsible for providing customer service to applicants seeking to enrol in full-time Trade and Technology Programs
Provide information which includes application status requests, documents outstanding/received, program intake dates, availability, program changes/transfers, application deadline dates and any related full-time application process and procedures.
Accepting and reviewing full-time applications to ensure correctness, supporting documentation and transcripts have been attached and collect payment of application fee, and forward to the appropriate program areas.
Keeping abreast of specific programs whose acceptance of applications is only for a certain time-frame and specific programs which require all pre-requisites and documentation to be submitted by a specific date.
Determining where to direct inquiries, ie Admissions or Student Records
Issuing of Assessment testing forms and determining which assessment test is required based
on the applicant’s choice of program.
Assisting applicants in completing Change and Transfer forms
Checking transcript & document requests for accuracy, financial holds etc.
Input student data and name changes, maintain current student address information
Understanding and ensuring student’s confidentiality and privacy in relation to the FOIPOP Act.
Process returned mail
Assisting with Convocation Ceremonies when required.
Providing general Institute information; i.e. campus directions, parking information and transfer credits etc.
Ensure that all financial documentation is secured according to Institute policies
General knowledge of Institute policies and procedures
Distance Education courses:
Registering clients into Distance Education courses, ensuring the requisite course materials, textbooks, etc are forwarded to the appropriate department for action.
Liaising with Program Assistants, when necessary, if approval or clarification is required.
Collects and process a variety of payments by:
Determining appropriate coding for payments for specific fee assessments such as rent and deposits
Ensuring that fee assessments are correct by verifying student’s course or program registration
Completing credit card and debit card transactions
Issuing of student fee receipts and duplicate receipt requests and providing fee breakdown and itemizing of fee assessment and payments
Performing daily check out procedures including: balancing totals, checking and identifying discrepancies to banner reports and reconciling parking permits.
Adhere to month end cashiering procedures
Undertakes a variety of clerical support tasks for the departments, such as:
Monitoring supplies and ordering informational material as required
Maintaining information binders
Stocking/restocking shelves, counters and brochure racks
Participating in preparation of mass mailings of information materials
Assisting Program Advisors with clerical support (i.e. letters, inputting data, ordering supplies, packaging internal publication requests and over flow of part time certificate letters)
Other duties include:
Processing course transfers and withdrawals as necessary
Opening, sorting, stamping and distributing incoming mail
Assisting with audit of BCIT publications as assigned by the Supervisor
Providing clerical support to the department as assigned. This includes word processing, mass mailing, photocopying, sorting and sending fax messages etc.
ICES (Level One) duties include:
Providing information about ICES services, products, and fees to walk-in and telephone clients in order to accept and process applications. This includes forwarding packages.
Facilitate the process of the pick up and drop off of client documents
Direct inquiries from existing clients to appropriate ICES staff
Communicate when necessary with the Evaluators
Process and issue receipts for payments and complete the necessary finance processes
Undertakes duties as assigned, consistent with the job grade of this position.
Qualifications
QUALIFICATIONS:
Definition:
The qualifications section for this position was developed using the approved job evaluation plan, agreed to between the BCGEU and BCIT. The qualifications represent the minimum qualifications required in the future (i.e. to be reflected in job postings) and do not reflect the incumbent’s existing qualifications.
Position Qualifications:
Grade 12, plus 6 months post secondary education in Business, Customer Service or Computer Applications. A basic requirement of two years general office experience, including direct cashiering experience in a computerized environment, plus up to one year experience in a position of similar responsibility in a high volume educational or customer service environment. Must have formal training and experience using Microsoft Office software and comfortable with computer technology. Ability to work under pressure with accuracy and initiative is essential. Accurate keyboard skills of 50 wpm. Must be customer-service oriented with an emphasis on excellent interpersonal, communication skills as well as the ability to work independently and as a team member. Must be able to work shifts and at various campus locations.
Additional Information
Benefits – Why you’d love working with us
Competitive pay
Minimum of fifteen days of vacation
Competitive employer-paid extended health and dental plan – take a look at our benefit plans!
Defined benefit pension plan with employer contributions
Flexible hybrid work arrangements available
Professional Development funds and resources
Access to most BCIT Flexible Learning courses free of charge
Wellness and Employee Assistance programs
Complimentary membership with free access to the Fitness Centre, Gymnasium, and more
BCIT values diverse experiences, ideas, cultures and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact [email protected] so we can best support you. Please note that all applications must be submitted via the careers page portal, email applications will not be accepted.
The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).
Salary Range
Salary Grade 5; $52,079 – $56,133 per annum.
Additional Salary Information
External hires are initially placed at the minimum of the salary range with set progressions to the maximum as per the Collective Agreement. Salary prorated based on percentage and term of appointment.
Position Details
Posting Category
Administration
School/Service Area
RO Student Information & Enrolment Services
Campus Location
Burnaby campus
Bargaining Unit
BCGEU Support Staff
Job Status
Auxiliary in Temporary Appointment (BCGEU SS Only)
Full-Time/Part-Time
Full-Time
Number of Vacancies
1
Anticipated Start Date
04/02/2024
Anticipated End Date
11/01/2024
Competition Information
Competition Number
24B395
Competition Open Date
03/09/2024
Competition Close Date
03/19/2024
Open Until Filled?
No
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Title: Customer Service Representative
Company: British Columbia Institute of Technology (BCIT)
Location: Burnaby
