Athabasca University's Service Centre is recruiting for three (3)permanent-full-time Level II Student Service Advisors.

First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02

The Position

The Student Service Advisor Level II ("SSA-II") is engaged in the delivery of responsive and integrated services that support academic success and progression with learning goals. A thorough understanding of AU policies, procedures and systems are leveraged to address diverse student queries with a focus on student empowerment and inclusion. The SSA-II role involves assisting learners who are navigating university systems by understanding available services, guiding them through processes, and pointing them to resources that support academic success. The SSA-II will provide general information related to admissions, registration, tuition, and financial aid for different types of learners with a focus on first contact resolution and application of referral processes when complex service issues need to be referred or escalated. The SSA-II will be trained to support students with one primary area of focus (coaching, support or care) and multi-channel communication (phone and/or email).

Qualifications

A post-secondary diploma in a related field (e.g., Adult Education, Management, Administration, Education, Leadership, Communications) is preferred. A minimum of two years of customer service experience is required. Relevant experience in a university student service provision experience is considered an asset. Equivalent combinations of related education and experience may be considered. Demonstrated ability to develop and maintain positive, professional, collaborative working relationships with both internal and external stakeholders. Ability to work independently and to build and maintain professional working relationships as a collaborative team member and positive representative of the Student Service Centre and AU. Ability to interact knowledgeably, comfortably, positively, and respectfully with diverse individuals with a broad range of credentials, abilities, and literacy levels. Excellent verbal, written and interpersonal communication skills with superior attention to detail and superior level of accuracy. Excellent time management skills with the proven ability to manage and prioritize multiple tasks and competing deadlines in a very demanding, fast-past environment while maintaining accuracy. Strong analytical and organizational skills, including problem assessment and escalation. Computer proficiency in related data processing, electronic records, databases, communication, and online learning management systems; intermediate or higher skills with Microsoft Suite, Microsoft Dynamics CRM, Contact Centre solutions and learning management system Moodle or Brightspace preferred. Strong Ellucian Banner Administrative skills preferred.

A detailed job description can be viewed at: Student Service Advisor II

Contact Information

For more information regarding this role, please contact Monica Arcilla, Team Lead, Support, AU Service Centre, at mbogdan@athabascau.ca.