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Customer Care Assistant – Admissions Support Specialist

Department: Office of the Registrar Effective Date: June 2005
Grade: USG 5 Reports to: Supervisor, Customer Care Centre

General Accountability

Reporting directly to the Supervisor, Customer Care Centre, the Admissions Support Specialist is accountable for assisting applicants by responding to inquiries regarding a large variety of admissions-related questions.  In addition, the incumbent assists with numerous activities related to other client services functions in the Registrar’s Office.

In addition to working closely with Customer Care Centre  staff  to support responses to inquiries from students and the public, in his/her primary role, the Admissions  Support Specialist has a close working relationship with the Supervisor, Customer Care Centre, the Director of Admissions, the Assistant Registrars and other members of the Admissions Team. Together, they collaborate to ensure effective communication of information related to application status and problems

Nature and Scope

The Registrar’s Office provides academic support services for a number of functions on behalf of the University. These include student recruitment, publications, undergraduate admissions, student enrolment, course and examination scheduling, student financial assistance programs and scholarships, academic records, examinations, grade reporting, transcript production. Significant computing systems are required to support these activities including the PeopleSoft (PS) Student Administration System and a dynamic website.

The Admissions Team requires significant support and the Admissions Support Specialist plays a key role in providing the first line of support to applicants as well as to staff in the Registrar’s Office. The Admissions Support Specialist will be an integral part of updating the various web sites, publications and manuals related to admissions.

Challenges faced by the Admissions  Support Specialist result from the diversity of end users and system functionality used within the Office, as well as the need to keep abreast of admission requirements, policy and procedure changes being implemented within the Registrar’s Office and University.  The PeopleSoft administration system will also be continually changing, often leading to changes in administrative processes.

The incumbent has primary responsibility for email, telephone and in-person support for undergraduate applicants. In any given year, more than 30,000 students apply for undergraduate studies at the University.

Statistical Data

Specific Accountabilities

The Admissions Support Specialist may be called upon by the Supervisor, Customer Care to undertake special projects and tasks not included in the foregoing.

Working Conditions