Front Desk Assistant, Service Hub

Job summary

The Front Desk Assistant serves as the primary representative at the TWU Richmond campus, providing frontline support via phone, email, chat, and in-person interactions. They are responsible for resolving Tier 1 service requests and maintaining a welcoming, professional environment for students, faculty, and guests.

Job details

Position Purpose and Summary The Front Desk Assistant, Service Hub – TWU Richmond campus serves as a central access point for university services at TWU. This role provides front line support by answering some basic questions through phone, email, ticketing systems, chat, and in person interactions at the front desk. The role provides frontline service at the Richmond campus while actively contributing to centralized Service Hub functions, including resolving Tier 1 service requests through the online ticketing system, supporting shared service queues, and providing phone coverage as needed. Working under the guidance of the service hub staff, the Attendant helps maintain a welcoming, responsive, and professional front desk experience. Key Areas of Accountability * Serve as the primary Service Hub representative at TWU Richmond * Welcome students, faculty, staff, and guests in a manner reflective of TWU’s culture and mission * Respond to walk-ins, switchboard calls, general inquiries in person, by phone, and online while upholding SLAs * Maintain professional presence and service consistency aligned with Service Hub Standards Key Interactions Reports: Not Applicable Reports to: Customer Service Manager, Service Hub Job Standards and Requirements Knowledge and Skills: * Excellent communication both in person, written and over the over the phone (In English) * Able to problem solve * Detail-Oriented, strong organizational skills * Self -starter, able to work independently * Administrative experience or call center experience would be considered an asset.

What you’ll do

The Front Desk Assistant serves as the primary representative at the TWU Richmond campus, providing frontline support via phone, email, chat, and in-person interactions. They are responsible for resolving Tier 1 service requests and maintaining a welcoming, professional environment for students, faculty, and guests.

Requirements

Candidates should possess excellent communication skills, strong organizational abilities, and the capacity to work independently. Previous administrative or call center experience is considered an asset for this role.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Administrative Support · Preferred
• Attention to detail · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Communication
• Problem solving
• Organizational skills
• Customer service
• Administrative support
• Ticketing systems
• Phone etiquette
• Attention to detail
• Self-Starter
• Accountability
• Organizational Skills
• Administrative Functions
• Call Center Experience
• Customer Service
• English Language
• Issue Tracking
• Detail Oriented

Job areas

• Customer Service & Support
• Administrative
• Education
• Front Desk Assistant
• Student Support Administrator
• Education Managers
• Education Administrators, Kindergarten through Secondary