Coordinator, Student Support

at  Concordia University

Position Number: 50000516
Department: Birks Student Service Center
Grade: GR09
Campus: Sir George Williams (Downtown)
Salary: $33.65 - $40.49 per hour
Union/Association/HR Policy: CUSSU
Posting deadline: September 30, 2024
Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.
Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.
As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

QUALIFICATIONS

• Two-year DEC and four to seven years of work experience in a customer service role. Previous experience working in an academic setting is considered an asset.

• Knowledge of Concordia University rules, regulations, and the academic calendar are considered assets.
• Good knowledge (Level 4) of spoken and written English and French in order to communicate effectively with students, staff and faculty. Knowledge of additional languages is considered an asset.
• Basic knowledge of Word and good knowledge (Intermediate level) of Excel.
• Knowledge of the Student Information System is considered an asset.
• Excellent interpersonal and communication skills with the ability to deal firmly but politely with students and other concerned parties.
• Excellent organizational skills in order to effectively organize work and set work priorities under time constraints.
• Aptitude to work in a service-oriented environment as both a member of a team and independently. Ability to respond to many client inquiries is considered an asset.

• Sensitivity to students’ concerns. Approachability (is sensitive and patient with others) and composure (is a calming influence in a difficult situation) are considered assets.

• Keen attention to details.
• Ability to act as a Commissioner of Oaths.
• Ability to work outside normal operating hours.

Due to the volume of applications, only selected candidates will be contacted by our Talent Team.
Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English. Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

TERRITORIAL ACKNOWLEDGEMENT

Concordia University is located on unceded Indigenous lands. The Kanien’kehá:ka Nation is recognized as the custodians of the lands and waters on which we gather today. Tiohtià:ke/Montreal is historically known as a gathering place for many First Nations. Today, it is home to a diverse population of Indigenous and other peoples. We respect the continued connections with the past, present and future in our ongoing relationships with Indigenous and other peoples within the Montreal community.

PRIMARY RESPONSIBILITIES

• First-level escalation for complex situations faced by Student Support Representatives. These situations can span the Centre’s offerings as well as the entire university. Provide diagnostic support to peers as well as steps to take to offer optimal resolution of the situation at hand.
• Lead the coordination of specific dossiers within the Birks Student Service Centre, including: Quebec residency, fee exemptions and remissions, student-billing matters, and projects as assigned by the Manager.
• Liaise with various university departments to resolve more complex questions or situations as required. Proactive outreach to and fostering of partnerships with other student-facing units: ie Faculties, Otsenhakta Student Centre, Dean of Students Office, Student Advocacy, Student Success Centre, Student Parents Centre, etc.
• Review and assessment of student Quebec residency applications. Recommendations and requests (as needed) of further documents and/or best course of action as the situation warrants, be it to a Birks colleague or directly with a student. Proactive communication with students when their temporary Quebec resident status lapses.
• Provide expertise to peers for all matters regarding student-billing, including assistance in troubleshooting complex cases, identification of knowledge or process gaps, providing feedback on web content and other communication tools.
• Preparation of reference/training materials for the unit: identification and delivery of timely training topics for team meetings or other such instances. Updating and adding content to the Birks team training guide and other such resource documents: be they for peers, other staff, and/or students. Assist with the shadow training of new employees.
• Operational leadership of the Student Centre in the absence of the Manager: ensuring that established service levels are respected and amending staffing assignments as warranted by the situation.
• Weekly reporting of trends to Manager as it pertains to: matters students are visiting the Birks office about, matters students are calling and emailing about, Contact Note topics, escalated case topics received from peers.
• Perform other duties in support of the operation of the unit.

• Two-year DEC and four to seven years of work experience in a customer service role. Previous experience working in an academic setting is considered an asset.

• Knowledge of Concordia University rules, regulations, and the academic calendar are considered assets.
• Good knowledge (Level 4) of spoken and written English and French in order to communicate effectively with students, staff and faculty. Knowledge of additional languages is considered an asset.
• Basic knowledge of Word and good knowledge (Intermediate level) of Excel.
• Knowledge of the Student Information System is considered an asset.
• Excellent interpersonal and communication skills with the ability to deal firmly but politely with students and other concerned parties.
• Excellent organizational skills in order to effectively organize work and set work priorities under time constraints.
• Aptitude to work in a service-oriented environment as both a member of a team and independently. Ability to respond to many client inquiries is considered an asset