Reporting to the Accessibility Services Office Manager, the incumbent provides reception at the Accessibility Services front desk and serves as the initial point of contact for all students and visitors, providing a high level of customer service. The incumbent is skilled at creating a welcoming, inclusive environment and ensuring students feel supported and receive clear messaging in a timely manner; ensures all inquiries received via telephone, email and in-person are directed to the appropriate contact; and distributes all deliveries received. Using effective communication skills for a wide range of people with diverse communication styles, the incumbent develops a clear understanding of the individual's request through active listening and asking clarifying questions, provides clearly defined information about programs, services and the registration process. The incumbent may complete administrative tasks assigned by members of the administrative team.
Education: Completed one (1) year College certificate in Business or Office Administration, or an acceptable equivalent combination of education and experience. Experience: Minimum two (2) year's relevant clerical, administrative and reception experience providing exemplary customer service in a front-line position working in a busy office environment; working with multiple data platforms, word processing and standard office equipment. Knowledge of and experience providing customer service to students with disabilities who use diverse communication styles is required. Skills: âÂ€¢ Demonstrated ability to provide a positive experience by greeting students and creating a helpful, inclusive and welcoming environment. Utilizes excellent communication and customer service skills in serving both internal and external contacts to direct their requests effectively. âÂ€¢ Skilled in dealing courteously with all individuals with the ability to consistently exercise a high degree of tact, discretion, good judgement, compassion, sensitivity and professionalism while dealing with high volumes of students and the public, with extreme attention to detail and maintaining strict confidentiality at all times. âÂ€¢ Demonstrated oral and written communication, with strong interpersonal skills to interact effectively with a diverse population of students with disabilities and diverse cultural backgrounds, faculty, staff and parents. âÂ€¢ Proven ability to apply diverse communication styles in order to convey information effectively to students with possible limited communication processing skills âÂ€¢ Demonstrated skill at handling escalating situations and distressed individuals, while handling sensitive issues with confidentiality âÂ€¢ Proven flexibility and adaptability to work within a busy office with constantly changing work flow with the ability to prioritize own work flow; ability to work under pressure and function as a cohesive team member; shows good initiative and a willingness to receive feedback and learn new methods, procedures and programs effectively âÂ€¢ Computer skills, including proficiency with Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook), spreadsheet and database management, Sharepoint, One Note and One Drive. Demonstrated experience in scheduling appointments across multiple staff calendars, with a high degree of accuracy. âÂ€¢ Ability to operate basic office machines including, but not limited to the following: Networked personal computers, Multifunction Copier/Scanner/Fax systems. Other: âÂ€¢ Excellent organization and time management skills and demonstrated ability to adapt and re-prioritize work flow constantly to meet competing deadlines with a high degree of accuracy and impeccable attention to detail. âÂ€¢ Ability to learn new technology quickly âÂ€¢ Ability to accurately type/keyboard at 65 -70 words per minute âÂ€¢ Demonstrated problem solving skills, with ability to use critical thinking skills to answer a variety of questions and direct the student appropriately and ensuring students feel supported and understood âÂ€¢ Knowledge of the University of Toronto campus and services would be an asset âÂ€¢ Knowledge and proficiency with Clockwork Student Database system would be an asset
USW Pay Band 04 -- $43,147 with an annual step progression to a maximum of $55,179. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.