Front Line Service Coordinator

Job summary

The Front Line Service Coordinator serves as the primary point of contact for graduate students and administrators, managing high-volume enquiries and providing detailed information on policies and procedures. The role also involves coordinating front-line staff schedules, providing training, and maintaining accurate student records within university databases.

Job details

Date Posted: 09/14/2026Req ID: 50165Faculty/Division: School of Graduate StudiesDepartment: School of Graduate StudiesCampus: St. George (Downtown Toronto)Position Number: 00039060 Existing Vacancy: Yes Description: About Us The School of Graduate Studies (SGS) promotes University-wide inclusive excellence in graduate education, research and professional training to ensure high standards across the various academic divisions, as well as supporting postdoctoral fellows. SGS defines and administers University-wide regulations for graduate education. We share responsibility for graduate education with graduate units and divisions, and operate through a system of collegial governance, consultation, and decanal leadership. SGS also provides expertise and advice; reviews the design and delivery of programs; develops performance standards; supports access, equitable inclusion, fairness, and ethical conduct in graduate education; organizes services and financial assistance to graduate students; encourages a close and positive relationship between research and graduate instruction and represents the cause of graduate education at the University of Toronto and in the broader academic and general community. More information about the School of Graduate Studies is at: http://www.sgs.utoronto.ca/Pages/default.aspx Your Opportunity: The Front Line Service Coordinator is the first point of contact for graduate students and administrators reaching out to the School of Graduate Studies. The incumbent responds to a high volume of enquiries, provides detailed information on processes, policies, and procedures, and directs students to the appropriate resources when a question falls outside the scope of the role. As the public face of the office, the incumbent brings professionalism and courtesy to every interaction, resolving routine issues and escalating more complex matters as required. Reporting to the Associate Director, Graduate Academic Services, the incumbent develops and coordinates the front-line schedule among all staff who provide front-line coverage and provides training and coaching for new procedures and staff. The Front-Line Service Coordinator updates and maintains student records in ROSI and GradApp (Slate), ensuring information accuracy, currency, and consistency. Sound judgment, attention to detail, and the ability to manage competing priorities in a fast-paced environment are essential to success in this role. Essential Qualifications: • Bachelor's Degree or an acceptable combination of equivalent experience• Minimum three (3) years of related experience in academic service delivery related to graduate education• Experience working directly with the public in a front-line, customer service, or administrative role• Experience updating and maintaining records in a student information system (e.g. ROSI, GradApp) or related database• Strong verbal and written communication skills• Strong attention to detail and accuracy in data entry• Good time management and organizational skills, with the ability to manage a high volume of work and competing deadlines• Resourceful, practical problem-solver, able to connect students with the right people and offices across the University, and to escalate and collaborate with other teams as needed• Ability to remain professional and courteous, including in difficult or high-pressure interactions• Proficiency with M365 Suite, including Outlook, Excel, Word, PowerPoint, and SharePoint• Ability to work with minimal supervision Assets: • Experience in graduate education at the University of Toronto• Experience with University of Toronto student information systems such as ROSI, GradApp (Slate), and customer relationship management systems Closing Date: 09/23/2026, 11:59PM ETEmployee Group: USW Appointment Type: Budget - Continuing Schedule: Full-TimePay Scale Group & Hiring Zone:USW Pay Band 10 -- $72,119. with an annual step progression to a maximum of $92,226. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. Job Category: Student ServicesRecruiter: Blythe Campbell Lived Experience StatementCandidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position. Job descriptions are available upon request for internal applicants.

What you’ll do

The Front Line Service Coordinator serves as the primary point of contact for graduate students and administrators, managing high-volume enquiries and providing detailed information on policies and procedures. The role also involves coordinating front-line staff schedules, providing training, and maintaining accurate student records within university databases.

Requirements

Candidates must possess a Bachelor's degree or an equivalent combination of experience, along with at least three years of related experience in academic service delivery. Proficiency in student information systems and strong communication, organizational, and data entry skills are essential for success in this role.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Training · Preferred
• Administrative Support · Preferred
• Microsoft 365 · Preferred
• Microsoft Excel · Preferred
• SharePoint · Preferred
• Communication · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Administrative support
• Data entry
• Student information systems
• Communication
• Time management
• Organizational skills
• Problem-solving
• Microsoft 365
• Outlook
• Excel
• Word
• PowerPoint
• SharePoint
• Record maintenance
• Training
• Resourcefulness
• Professionalism
• Organizational Skills
• Student Record Maintenance
• Ethical Standards And Conduct
• Microsoft Access
• Microsoft Excel
• Research
• Customer Relationship Management
• Customer Service
• Data Entry
• Governance
• Leadership
• Problem Solving
• Job Evaluation
• Microsoft Outlook
• Microsoft PowerPoint
• Coaching
• Student Information Systems
• Microsoft SharePoint
• Time Management
• Detail Oriented

Job areas

• Education
• Customer Service & Support
• Administrative
• Service Line Coordinator
• Administrative Clerk / Coordinator
• General Office Clerks
• Secretaries and Administrative Assistants, Except Legal, Medical, and Executive