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Choose Laurier Advisor

Job Information
Author pmnationtalk
Date November 28, 2019
Type Term - Full Time
Company Wilfrid Laurier University
Salary $26.70 - $31.42 - Per Hour
Location Waterloo, ON
Category Education/Administrative
Client Wilfrid Laurier University
Contact Information
Apply Now!

Choose Laurier Advisor

Posting ID : 11370
Apply By : 12/2/2019
Position Title : Choose Laurier Advisor
Department : Service Laurier
Job Type : Full-time, Limited Term
Campus : Waterloo
Reports To : Manager, Service Laurier
Position Summary : Wilfrid Laurier University is a leading multi-campus, university known for academic excellence and a culture that inspires lives of leadership and purpose. Laurier has a distinct commitment to teaching, research, experiential learning, sustainability and scholarship, which combine to address critical challenges in society, business, the economy and the environment – globally and in the communities we serve. At Laurier’s heart is its strong student focus, which results in exceptional levels of student satisfaction and a deep sense of community that lives on through the university’s highly engaged alumni.

Laurier takes pride in building meaningful relationships with colleagues and students. The Laurier community supports one another, encourages collaboration and teamwork and respects work/life balance, all while recognizing the importance of a challenging, rewarding and inspiring career. Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well as locations in Kitchener and Toronto.

Diversity is one of Laurier’s core values. The university is committed to providing an inclusive workplace and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

We currently have an opportunity to join the Laurier community as a Choose Laurier Advisor.
Wilfrid Laurier University currently registers approximately 12,800 full-time and 1,700 part-time undergraduate students on two campuses. The undergraduate applicant profile is one of the finest in the country, as the average entering grade is 82%. Government, financial and market pressures, however, make the attraction and registration of top-quality applicants increasingly competitive. Laurier’s focus on international recruitment will also play a role in our student makeup going forward.  In order to fulfill ongoing enrolment objectives by campus, faculty and discipline, the University must clearly identify its desirable undergraduate class profile, using both historical and current enrolment levels by program and entering grade average.

Under the direction of the Acting Manager, Recruitment and Admissions (Secondary School), the incumbent provides proactive, customer-friendly, quality front-line service over the telephone, in-person and by email to a diverse population of prospective students, staff, faculty, and postsecondary partners.  Duties must be accomplished accurately and in a timely manner through daily contact with these customers. As a result, the Choose Laurier Advisor has direct influence and impact on customer satisfaction at Laurier.

The position calls for a combination of strong administrative and coordinating skills, as well as the ability to handle numerous tasks simultaneously in a fast-paced environment.  The incumbent is a member of the Recruitment and Admissions team and will work to ensure that a high-level of customer service is provided.  Integral to the position is the management of enquiries from prospective students and parents, as well as secondary school, college and university personnel. This will require exceptional writing skills, an extensive knowledge of Laurier programs, Recruitment and Admissions processes and student life. The incumbent is dedicated to customer service and as such will make any communication through Choose Laurier a friendly and pleasurable experience.

The incumbent will be an important part of Laurier’s Recruitment and Admissions Office, providing feedback on strategies as they relate to our target audience.  Day-to-day efforts will be primarily Waterloo focused but will provide strategic support to all of Recruitment and Admissions across both campuses.

This position has a university-wide mandate and is based at the Waterloo Campus.  The incumbent provides subject matter expertise to all campuses, requiring regular interpersonal interactions and collaboration with departments at the Waterloo Campus, the Brantford Campus, the Toronto office and external partners. Special attention is given to ensure equitable service delivery across all locations. The regular hours of work for this positon are Monday to Friday, 8:30am to 4:30pm.

Accountabilities : Supports the Maintenance of Office Functions and Assists with Admission and Recruitment Inquiries.

    • Customizes responses to meet the individual needs of a variety of groups identified as secondary school students, college and university transfers, adult students, those coming from provinces other than Ontario, international and exchange students and parents. Responses could be related to both part-time and full-time studies.
    • Responds to detailed/complex inquiries via phone and e-mail in an accurate and efficient manner.
    • Advises prospective students and families on admission requirements, policies and procedures, programs, residence, campus life, student services, etc.

Front-Line Responsibilities

    • Provides accurate and timely information to in-person, email, web, and telephone inquiries concerning university policies, procedures, rules and regulations, student status, student awards, and other general inquiries.
    • Facilitates a positive experience that will stand out in comparison to other postsecondary institutions.
    • Triages the nature and complexity of inquiries and determines actions to be taken, advising customers and escalating difficult situations as appropriate.
    • Responsible for the Choose Laurier main phone extension and email address, and any in-person inquiries
    • Refers customers to other departments as appropriate.
    • Accurately interprets regulations and policies and communicates them to customers to provide information concerning individual situations and advises them of the appropriate actions.
    • Understands and adheres to the Freedom of Information and Protection of Privacy Act (FIPPA) regulations.
    • Assesses the needs of a busy front office environment and knows when consultation is appropriate;
    • Establishes work priorities while maintaining focus on quality service.

General Duties

    • Attends team meetings, identifies procedural problems, offers suggestions for the improvement of services
    • Takes part in the development of messages for effective communication to customers (bulletin boards, voice mail, email, digital display, website, etc)
    • Updates and maintains a knowledge base of questions and answers for Choose Laurier
    • Logs and tracks service requests from students thereby providing metrics for assessment
    • Helps other areas of the Office as needed during busy times
Qualifications :

Education: Secondary school diploma plus one year of post-secondary education

Experience: Minimum two years of work experience in a customer service environment, preferably in a university or college student service setting. A strong understanding of related undergraduate policies and procedures. A proven ability to provide quality front-line customer service in a fast-paced environment is also required.

Computer Skills: A high level of computer aptitude, and experience with related computer software including BANNER, LORIS, Microsoft Office, internet, email, document imaging, and other software as needed.

Other:

    • Experience working in a university recruitment office.
    • Knowledge of the Ontario post-secondary education system, university programs and admission criteria
    • Knowledge of application process and the Ontario Universities’ Application Centre (OUAC).
    • Experience in and knowledge of various areas of student life.
    • Demonstrated skill/ability in the following areas: excellent written communication skills; excellent listening skills; dealing courteously and effectively with a diverse population; exercising sound judgment, tact, discretion and diplomacy; attention to detail; analyzing, interpreting and answering inquiries through email, phone, or in person in a clear and concise manner.
    • Demonstrated ability to maintain a supportive, calm, patient, and service-oriented demeanour when dealing with upset or challenging customers.
    • Proven ability to assess situations and effectively problem solve customer requests and concerns.
    • Demonstrate a high degree of accuracy, organization, and attention to detail.
    • Effective interpersonal and public relations skills.
    • Understands the importance of brand management and maintaining the University’s image.
    • Sound analytical and decision making skills.
    • Strong desire to be part of a collaborative, team-centered environment.
    • Ability to work independently, set priorities and take initiative.
    • Knowledge of both the Waterloo and Brantford campuses an asset.
Grade : WLUSA-05
Salary : $26.70 – $31.42
Salary Notes : This is a full-time, limited term position until June 26, 2020. The anticipated start date for this position is December 9, 2019. This position is eligible for educational equivalencies: https://lauriercloud.sharepoint.com/sites/human-resources/employee-relations/employee-groups/Pages/wlusa.aspx
Please Note :

This position is represented by the WLU Staff Association bargaining unit.

Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at jbecker@wlu.ca. Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity and Accessibility at equity@wlu.ca. We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or hr@wlu.ca.

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