Service Hub Administrative Coordinator
About the role
Position Purpose and Summary
The Service Hub is the first point of contact where students, alumni, faculty, staff, and guests, connect with University Services, via phone, in person, or online. Every request is logged, categorized, and prioritized within a specified Service Level Agreement (SLA).
The Service Hub Administrative Coordinator is positioned to support the front line of the day-to-day operations of the Service Hub. You will have an intimate understanding of University Services provided and act as a subject matter expert of Service Hub. You will ensure that the Administrative Assistant is able to uphold the (SLA) and ensures that the standard for customer service is upheld. You will work with Tier 2 Support to ensure that the portfolio of Knowledge Base Articles are up to date and correct.
Key Areas of Accountability
- Act as backup support for monitoring incidents, and service requests, online, on the phone, and in person (when permitted) upholding service SLAs
- Advise leadership on trends and innovation for the Service Hub by analyzing the ticketing data and incoming requests
- Quickly escalate requests, problems, or outages to the Service Hub Manager/Tier 2 support in a timely fashion
- Work alongside and collaborate with stakeholders to provide all customers with world-class customer service, seeking solutions as efficiently as possible, in humble and effective manner and when needed to lead the weekly touchpoint meeting.
- Maintain a thorough knowledge of the portfolio of services, systems, and products and is an acting subject matter expert.
- Maintain the knowledge base articles, identify areas of improvement, and ensure the information is up to date, if there are any articles missing, ensuring that the required information is easily accessible to students.
- Maintaining the online Service Hub website, updating the Information as Is relevant to the customers
The Person
Skills and Abilities
- Excellent oral and written English communication
- Detail-oriented, strong organization, and capable administrative abilities
- Able to follow and adhere to a service delivery workflow
- A self-starter, motivated to do quality work, being solution oriented
Personal:
Warm-hearted, dedicated, committed and mature Christian with a keen desire to serve in family, church, work, and community. A passion for TWU and its mission, vision, values, Statement of Faith, and Community Covenant. Impeccable character and reputation, a pleasant personality with a positive and friendly attitude amid a very busy and challenging university atmosphere.
Servant-Leader Way of Life: Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.
Key Internal Interactions
Reports to: Customer Service Manager, Service Hub
Standards & Requirements
Education: A university degree or college diploma in business or administration is preferred.
Experience: 1-2 years customer service and/or Helpdesk experience is preferred.
Basic computer abilities, comfortable navigating web-based applications.
Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.
Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law.
We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact Human Resources.
Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.
About Trinity Western University
Trinity Western University is a Christian University of the arts, sciences, and professions, legislated by British Columbia to serve the public. Recognized for quality, TWU is consistently ranked among the top two universities in Canada for Educational Experience by the National Survey of Student Engagement; holds three Canada Research Chairs; wins National Championships in U SPORTS; and emphasizes experiential learning to prepare graduates to make a global impact. TWU offers 42 bachelor’s degrees, 16 graduate degrees, and adult degree-completion programs. A vibrant community committed to educating the whole person, TWU has been developing leaders of character and competence for 50 years.
The mission of Trinity Western University, as an arm of the Church, is to develop godly Christian leaders: positive, goal-oriented university graduates with thoroughly Christian minds; growing disciples of Jesus Christ who glorify God through fulfilling the Great Commission, serving God and people in the various marketplaces of life.
Located in Langley, British Columbia, Trinity Western University is Canada's premier Christian liberal arts, sciences, and professional studies university.
Service Hub Administrative Coordinator
About the role
Position Purpose and Summary
The Service Hub is the first point of contact where students, alumni, faculty, staff, and guests, connect with University Services, via phone, in person, or online. Every request is logged, categorized, and prioritized within a specified Service Level Agreement (SLA).
The Service Hub Administrative Coordinator is positioned to support the front line of the day-to-day operations of the Service Hub. You will have an intimate understanding of University Services provided and act as a subject matter expert of Service Hub. You will ensure that the Administrative Assistant is able to uphold the (SLA) and ensures that the standard for customer service is upheld. You will work with Tier 2 Support to ensure that the portfolio of Knowledge Base Articles are up to date and correct.
Key Areas of Accountability
- Act as backup support for monitoring incidents, and service requests, online, on the phone, and in person (when permitted) upholding service SLAs
- Advise leadership on trends and innovation for the Service Hub by analyzing the ticketing data and incoming requests
- Quickly escalate requests, problems, or outages to the Service Hub Manager/Tier 2 support in a timely fashion
- Work alongside and collaborate with stakeholders to provide all customers with world-class customer service, seeking solutions as efficiently as possible, in humble and effective manner and when needed to lead the weekly touchpoint meeting.
- Maintain a thorough knowledge of the portfolio of services, systems, and products and is an acting subject matter expert.
- Maintain the knowledge base articles, identify areas of improvement, and ensure the information is up to date, if there are any articles missing, ensuring that the required information is easily accessible to students.
- Maintaining the online Service Hub website, updating the Information as Is relevant to the customers
The Person
Skills and Abilities
- Excellent oral and written English communication
- Detail-oriented, strong organization, and capable administrative abilities
- Able to follow and adhere to a service delivery workflow
- A self-starter, motivated to do quality work, being solution oriented
Personal:
Warm-hearted, dedicated, committed and mature Christian with a keen desire to serve in family, church, work, and community. A passion for TWU and its mission, vision, values, Statement of Faith, and Community Covenant. Impeccable character and reputation, a pleasant personality with a positive and friendly attitude amid a very busy and challenging university atmosphere.
Servant-Leader Way of Life: Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.
Key Internal Interactions
Reports to: Customer Service Manager, Service Hub
Standards & Requirements
Education: A university degree or college diploma in business or administration is preferred.
Experience: 1-2 years customer service and/or Helpdesk experience is preferred.
Basic computer abilities, comfortable navigating web-based applications.
Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.
Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law.
We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact Human Resources.
Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.
About Trinity Western University
Trinity Western University is a Christian University of the arts, sciences, and professions, legislated by British Columbia to serve the public. Recognized for quality, TWU is consistently ranked among the top two universities in Canada for Educational Experience by the National Survey of Student Engagement; holds three Canada Research Chairs; wins National Championships in U SPORTS; and emphasizes experiential learning to prepare graduates to make a global impact. TWU offers 42 bachelor’s degrees, 16 graduate degrees, and adult degree-completion programs. A vibrant community committed to educating the whole person, TWU has been developing leaders of character and competence for 50 years.
The mission of Trinity Western University, as an arm of the Church, is to develop godly Christian leaders: positive, goal-oriented university graduates with thoroughly Christian minds; growing disciples of Jesus Christ who glorify God through fulfilling the Great Commission, serving God and people in the various marketplaces of life.
Located in Langley, British Columbia, Trinity Western University is Canada's premier Christian liberal arts, sciences, and professional studies university.