Intermediate Information Officer, Customer Service

University of Ottawa•Ottawa, ON

9d•CA$62,027 - CA$78,349•Onsite

About The Position

The incumbent is the initial point of contact for Housing, uOttawa Card and UPASS Services and as such provides services to the entire University community, including students, staff, faculty, and guests of the University by promoting the University experience and its services, assesses needs and issues. Answers general enquiries and supports clients in navigating the various processes while enforcing the sector’s and University policies, regulations and procedures most specifically as it relates to replenishing funds on cards, managing meal plans, providing support in the housing assignment and placement process, authorizing security access and other relevant services provided.

Requirements

Knowledge of office administration and customer service normally acquired through a postsecondary education.
At least three (3) years’ experience in office administration and customer service or a related field.
Bilingualism: French and English (spoken and written), to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
Experience in analyzing, interpreting and applying policies and procedures
Experience and skills in preparing, analyzing and interpreting reports
In depth knowledge of the functions, products and services offered by the various sectors and associated areas of the University
Knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) as it pertains to the release of student and client information and of the Canadian Human Rights Act and applicable laws and regulations for Residence Life Services
Knowledge of computer systems and software such as Windows, word processors, spreadsheets, presentation software, databases, Client Management software, email and Internet
Ability to listen actively, show empathy, reconciliation, patience and interpersonal skills
Ability to work independently and in a team
Good organizational skills and attention to detail.
Ability to work quickly and under pressure
Self-reliance and good judgment

Nice To Haves

Key Competencies at uOttawa: Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

Responsibilities

Determines the eligibility of students for admission into residence by analyzing application, admission and registration data, and assesses room assignments with respect to accepted Housing and University principles, regulations and policies, and of the admission calendar deadlines and residence agreements.
Coordinates authorized/requested room changes, extensions of stay, acceptance and termination of agreements, temporary replacements or crisis situation transfers to ensure a positive and professional experience for the student and reassures parents as necessary while ensuring student confidentiality.
Assesses and responds to student/short term client needs and recommends the best possible accommodation type based on application source, availability, special need requests and budget. Validates the eligibility of and manages the registration of temporary student occupants (uOttawa and non-uOttawa students) and their occupancy agreements in a central reservation system. Ensures that conditions of occupancy are met and oversees access control to align with safety and security protocols
Explains and/or promotes meal plans, card usage, flex/dining dollars and various services linked to the cards, replenishing or reprinting of cards (student, employee, guest and UPASS cards), upselling of additional packages above the basic plans and associated terms and conditions. Manages the reception of lost cards and initiates communications with cardholder(s) for final resolution and registers and destroys non-valid/expired cards.
Distributes or prints replacement uOttawa and UPASS cards to new students by verifying student’s status in UO Campus. Ensures that photos, signatures and government issued identification are validated or uploaded according to University policies set by the Registrar’s office.
Analyzes and processes personal and confidential information about University students and/or short-term guests and validates their information. Follows up as required and identifies anomalies to maintain the quality and confidentiality of the information received.
Interprets, explains and enforces sector’s and University policies, regulations and procedures (recruitment, assignment, code of conduct, financial deadlines, agreements, refunds and withdrawal) and documents all history to ensure that they are understood by students and by those within faculties and services. Checks all supporting documentation provided and makes the appropriate changes and decisions necessary with regards to students’ requests for changes, exemptions, withdrawals and special needs accommodation.
Analyzes student files to prepare official documentation or specific information to confirm student residency status. The incumbent participates in internal meetings, University of Ottawa organized events, conferences or other initiatives in order to promote Housing Service’s residences and the University.
Creates and maintains database files, records, compiles and exchanges information with the appropriate on and off campus partners, students, guests and others and to ensure data integrity in day- to-day operations. Prepares initial and final quotes, processes advance payments and prepares preliminary invoicing, and processes accounts to ensure effective financial management.
Produces occupancy reports for student and guest identification, access, safety and emergency planning and for uploads to complementary systems. Monitors and improves service within the sector by producing reports on various performance indicators and participates in developing new tools to measure performance across the sectors.