11796 - Inquiry Management Assistant

Department
Campus Housing
Employment Type
Temporary
Time Type
Full-Time
Hiring Range
$41,240 - $51,550
Job Category
Housing
Job Location : Location
CA-ON-Waterloo

Term: 16 months

The Inquiry Management Assistant is responsible for addressing requests and responding appropriately to inform students of policies and procedures within the department. The incumbent is part of a team that works together to ensure all customers of the Waterloo Residences Office receive outstanding customer service, and that the overall goals of the Department are met

This position is contingent on funding.

Deliver front-line customer and student service to prospective and current students1

• Manage and help respond to approximately 15,000 inquiries by telephone, email, Live Chat, forum and walk-in customers.
• Answer all incoming correspondence and email messages for Waterloo Residences in a complete and timely manner.
• Respond to inquiries from students, parents, faculty, and staff by email and telephone, as well as, walk-in customers.
• Comment and engage in discussions with existing (and future) residents online, bring them into conversations, and promotions using social media.

Residence admissions and bookings support

• Ensure residence applications for prospective students are complete.
• Process residence cancelations as necessary based students not accepting contracts, students withdrawing, or academic offers being rescinded.
• Ensuring residence application system is operating effectively and submitting requests to IST if issues are encountered.

Record management

• Track and record the number of calls and emails to determine peak inquiry times.
• Assist in processing online submissions to the Off-Campus Housing Tool.
• Assist with compiling stats for admissions.

Team collaboration

• Monitor news articles, blogs, and other social media tools on emerging trends
• Coordinate with admissions, marketing and residence life groups to drive core departmental goals through the use of social media techniques.
• Assist with residence ambassador program.

Office operations

• Receive, open and sort incoming mail.
• Process certified cheque, bank draft and money order payments in person or by mail for residence deposits.
• Required to work on special visit days, such as You @ Waterloo Day, and some evenings including the Residence Community Ranking Form deadline date.
• Other duties as required depending on the working deadlines within the department.

• Currently enrolled in or recently graduated from a post-secondary institution; a current student or recent graduate from the University of Waterloo is preferred
• Customer service experience required, preferably in hospitality or accommodations services
• Experience within the Department of Housing and Residences, Student Development area beneficial
• Experience and understanding of university based housing initiatives preferred
• Must possess a high degree of maturity, patience, and judgement
• Self-motivator with the ability to take initiative, resolve problems and escalate more complex issues
• Excellent written and oral communications skills with strong attention to detail
• Collaborative work etic
• Compassionate and considerate customer service ability

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.