OC Experience Assistant

Okanagan College • Kelowna, BC

2d • CA$52,343 - CA$59,732 • Hybrid

About The Position

The OC Experience Assistant is a front-facing role that serves as the primary point of contact for college inquiries, providing knowledgeable, student-centered support to students and visitors through virtual, phone, email, in-person, and front counter interactions. Reporting to the Manager, Operations and Transformation, they respond to a broad range of inquiries related to admissions, registration, financial aid, student records, library services, student life, and general College services using established resources and procedures. In addition to guiding students through digital tools and clarifying policies, they handle more complex tasks such as processing payments, registering students, updating records, and distributing laptops and student cards. They also support knowledge management and continuous service improvement initiatives. Strong customer service, communication, and problem-solving skills are essential, along with the ability to manage confidential information and adhere to privacy regulations. Additionally, this role requires a high degree of technical aptitude and adaptability to effectively utilize various systems.

Requirements

• A two-year diploma in an applicable area
• 2-4 years related post-secondary experience
• A valid Class 5 BC Driver’s License, as travel to regional campuses in Penticton, Vernon, and Salmon Arm will be necessary
• Demonstrated commitment to delivering exceptional customer service and student support.
• Strong interpersonal and communication skills for engaging effectively with diverse populations.
• Ability to work independently with general supervision while maintaining accountability.
• Skilled in conflict resolution, addressing concerns constructively and diplomatically.
• Proficient in Microsoft Office Suite, including Teams, SharePoint, and other digital communication tools.
• Capable of assessing student needs, identifying appropriate resources, and making timely referrals.
• Demonstrated ability to learn and adapt to new systems, software, and processes, with a commitment to ongoing professional development.
• Highly organized and detail-oriented, with strong analytical and problem-solving skills.
• Adaptable and able to manage a fast-paced work environment, balancing multiple priorities to meet student and operational needs.

Responsibilities

• Serves as the first point of contact for Okanagan College, providing a welcoming and professional experience for prospective students, current students, community, and employees.
• Responds to inquiries in a timely, accurate, and courteous manner via virtual tools, telephone, email, and in-person interactions.
• Assists students in navigating digital services, including the website and digital student portals.
• Utilizing existing information resources, encourages and empowers students to navigate their educational journey by helping them understand policies, procedures, and services provided by the following departments and service areas: admissions, financial aid and awards, student records and registration, library services, career resources, student life activities, information technology and other college services.
• Proactively connects with students on concerns or inquiries requiring follow up and resolves student concerns promptly and with sensitivity, referring more complex matters to appropriate specialists when necessary.
• Communicates with internal departments, external partners, and community agencies to facilitate appropriate referrals and support services.
• Maintains confidentiality of student records and ensures compliance with privacy regulations and college policies.
• Assists with study room bookings and student card distribution.
• Oversees laptop distribution and manages intercampus deliveries.
• Opens and closes Learning Commons and office spaces as required.
• Troubleshoots minor issues on student and employee-facing equipment (e.g., photocopiers, printers, and computers) and escalates technical problems as needed.
• May monitor student employees.
• Supports the application admissions process including updating admissions records when updates are straight forward.
• Processes course registrations, withdrawals, and academic record updates within the student information system.
• Prints and distributes official documents, such as transcripts and verifications of enrolment.
• Accepts and processes payments and completes cashier session reconciliations and prepares bank deposits as required.
• Investigates issues related to registration, payments and students accounts.
• Updates and maintains knowledge bases, chatbot responses, and other digital tools to enhance self-service options for students.
• Records service usage statistics, including inquiries, space counts, and other relevant data and reviews data with designated supervisor and the team.
• Provides feedback to specialists and supervisor on policy effectiveness, potential challenges, and opportunities for improvement to enhance student services and the overall student experience.
• Provides support to other campus locations as needed, ensuring consistent service delivery across all sites, including virtual services.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree