Customer Service Agent, Ancillary Services

at  The University of Calgary

Description
The Ancillary Campus Service Centre within Ancillary Services is currently seeking a Recurring Part-time Customer Service Agent.
Reporting to the Manager, Campus Service Centre, the Customer Service Agent provides outstanding customer services to internal and external client inquiries related to Unicard, Parking and Transportation, Residence Services, and UCalgary Accommodations and Events. The Campus Service Centre is an extremely busy environment where multitasking is essential. Working within the framework of the University and Department policies and procedures this role is often called upon to make decisions using independent judgement.
Under general supervision, the incumbent is responsible for providing customer service via telephone, email and in person inquiries. This role is responsible for answering general questions, providing information and assisting with a wide variety of inquiries. The shifts are primarily from Friday to Monday, in the evenings (until 10 PM) and on weekends, approximate 20-25 hours per week.

Summary of Key Responsibilities (job functions include but are not limited to):

• Respond to customer issues, complaints, and concerns while maintaining the highest level of professionalism.
• Be aware and informed of pricing and policies for each area (Parking, Unicard, Residence, Food Services, UPass, UCalgary Accommodations, etc.).
• Greet students, staff, visitors, appointments and guests; direct and provide information as appropriate.
• Participate in arrival and departure duties for students and guests by providing friendly and efficient registration, adhering to policies and ensuring satisfaction.
• Address and resolve issues related to the infraction tickets/payment of tickets and tow releases.
• Answer questions related to Meal Plans and Unicard functions.
• Be diplomatic and empathetic when guests are causing issues/being unreasonable with their complaints.
• Performs clerical duties such as faxing, filing, photocopying and collecting documents as needed.
• Distributes incoming mail for students and Ancillary staff.
• Deliver notices of delivery to residents.
• Responsible for cash float, banking transactions and accurate cashiering duties and reporting.

Overnight Additional Duties:

• Audit daily tasks to ensure financials balance by end of day.
• Prepare daily paperwork for the Business Operations Coordinator (BOC) and Management as required.
• Package and/or letter delivery as required.
• Inventory and restocking of supplies.
• Filing paperwork.
• Assisting customers with tow releases if account has been cleared.
• Reviewing daily guest departures to ensure accuracy of invoices.

QUALIFICATIONS / REQUIREMENTS:

• The successful candidate has completed Grade 12, and minimum 1-2 years front facing customer service experience.
• Professionalism, patience, flexibility, telephone and customer service etiquette skills are essential.
• The deal candidate will possess problem solving skills that will ensure customer satisfaction.
• Passion for guest service and a skill of anticipating guest needs.
• Attention to detail is imperative.
• Ability to handle high-stress situations, especially in cases like emergencies (fire, medical), and guest belligerence.
• Time-management skills - ability to prioritize tasks especially when busy.
• Highly proficient in computer skills in Microsoft Word and Excel as well as demonstrates the ability to learn additional software as required for department operation.
• Independent worker with excellent oral and written communication skills are required.
• Organizational and interpersonal skills are required as both an independent worker and within a team environment.
• Ability to learn new software is essential to this role. This software includes, but is not limited to, StarRez, Aimes, Moneris, Transact, TruCredential, ID Works, etc.
• A sound knowledge of the university campus, specifically Residence complex, available facilities and surrounding area is strongly preferred.
• Ability to work a variety of shifts, and provide exceptional guest service at all times.
• Ability to stand for long periods of time is required.
• Ability to move around with ease between front counter, camera stations and storage rooms is required.
• Ability to work with minimal supervision is essential.
• The successful candidate will be able to learn skills quickly and demonstrate initiative in completing tasks and meeting customer and departmental requirements.
• Prior to commencement of the work term, intensive training will be required to learn each department’s policies and procedures.
• Physically able to complete tasks that include long periods of standing, prolonged computer use and lifting items up to 30 pounds.
• This role also involves a lot of walking between offices to collect items and communicate information
  Application Deadline: October 7, 2024
  We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
  This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase 2.
  For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

Summary of Key Responsibilities (job functions include but are not limited to):

• Respond to customer issues, complaints, and concerns while maintaining the highest level of professionalism.
• Be aware and informed of pricing and policies for each area (Parking, Unicard, Residence, Food Services, UPass, UCalgary Accommodations, etc.).
• Greet students, staff, visitors, appointments and guests; direct and provide information as appropriate.
• Participate in arrival and departure duties for students and guests by providing friendly and efficient registration, adhering to policies and ensuring satisfaction.
• Address and resolve issues related to the infraction tickets/payment of tickets and tow releases.
• Answer questions related to Meal Plans and Unicard functions.
• Be diplomatic and empathetic when guests are causing issues/being unreasonable with their complaints.
• Performs clerical duties such as faxing, filing, photocopying and collecting documents as needed.
• Distributes incoming mail for students and Ancillary staff.
• Deliver notices of delivery to residents.
• Responsible for cash float, banking transactions and accurate cashiering duties and reporting

Overnight Additional Duties:

• Audit daily tasks to ensure financials balance by end of day.
• Prepare daily paperwork for the Business Operations Coordinator (BOC) and Management as required.
• Package and/or letter delivery as required.
• Inventory and restocking of supplies.
• Filing paperwork.
• Assisting customers with tow releases if account has been cleared.
• Reviewing daily guest departures to ensure accuracy of invoices