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Interview Day Service Representative

Date: November, 2015
Reports to (Job Title): Service Manager
Jobs Reporting (Job Titles): None
Department: Cooperative Education & Career Action

Location:

Waterloo Campus

Grade:

USG 4/5
35hr/wk


Primary Purpose

The Interview Day Services (IDS) Representative supports the interview process during peak interview times through one of the following primary customer service areas:

 

The IDS Representative will provide backup to all IDS areas and the Information Centre (IC) as required, and also assist other areas of Operations as appropriate and time permitting.

 

The IDS Representative assists with clients who may be exhibiting signs of distress and/or a real or perceived need that they must be addressed quickly, which may require solid judgement to make a decision to utilize in-house de-escalation methods.

Key Accountabilities:

1.  Provides welcoming orientation to all employers and students participating in interviews.

2. Deliver excellent customer service to all stakeholders in the interview process.

3.  Continue to seek opportunities to streamline/improve Core Employment Process, communication and delivery of information among Interview Day Services staff, other CECA departments and stakeholders.

Position Requirements

Education:

Community college diploma and or equivalent experience

Experience:

Technical:

MS Word Excel PowerPoint Other
Average Average Average Ability to update JobMine, Operate the Paging Desk, Call Centres, and knowledge of CECA processes, policies and guidelines

Nature and Scope

Interpersonal Skills:

The Interview Day Services Representative must have a strong customer service orientation and superb verbal communication skills as they communicate with employers calling in for phone and webcam interviews.

 

Level of Responsibility:

This role has defined duties, responsibilities, and specialized or routine tasks, and receives specific guidance. The IDS representative is accountable for the accuracy and completeness of guidance given to students and employers.

 

 

Problem solving:
Requires effective probing and triaging skills in order to resolve issues with employers, students, and IDS technology. Must have a solid understanding of CECA’s core processes, policies and procedures using solid judgment in order to resolve issues with employers and students in an effective and timely manner. On some occasions would need to escalate issues to the Service Manager.

 

Participate in meetings each term to assess opportunities to continuously improve CECA Operations processes and customer support.

 

Financial Accountability:
None.

 

 

Internal and External Contacts

Internal:
The Interview Day Services Representative exchanges information on a daily basis with students to resolve issues relating to interview scheduling. The Interview Services Representatives influences and motivates casual staff and CECA staff volunteers working within all areas of IDS to ensure consistent service delivery.

External:
The Interview Day Services Representative greets employers in person or as they call into uWaterloo for phone and webcam interviews, provides the day’s process information, and answers questions regarding interview etiquette, Call Centre etiquette, scheduling and any other questions regarding the day of interview procedures. In the employer debriefing function, the Interview Day Services Representative will inform employers on strategies for ranking students in an effort to maximize their chances of a successful match result.

Decision-Making Authority:

The Interview Day Services Representative follows CECA processes and advises the Assistant Service Manager or Service Manager of any issues. Additionally they assess questions, clearly communicate and answer if appropriate, and know when to refer the question to someone else

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

 

Working Environment:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. This role involves exposure to emotionally disturbing experiences and/or interactions with people who are upset, angry, abusive, aggressive, unstable, or unpredictable (i.e., students and or employers who are upset), lack of control over work pace due to control by machine or work process (i.e., unpredictable breakdowns that may cause moving immediately to a manual process), and constant interruptions (i.e., phone desk, end-of-day debriefing, dealing with operation issues with students, paging system breakdowns, event crisis management, event delays and overtime, and staffing coverage, etc.).

 

This role is a part time position, with full time hours required for approximately ½ of each term. Service support during main interview periods will require work outside of core business hours with adequate coverage required for all IDS functions 7:00 a.m. – 8:00 p.m. during the interview period.

 

Irregular and/or high volumes and multiple and/or tight deadlines beyond one’s control.