New Brunswick Community College (NBCC)

As part of the Student Services Team and reporting to the Head of Customer Service and Student Experience, the Customer Service Representative is the first point of contact with NBCC through telephone, email or in person communication. This position will be responsible for providing excellent customer service and representing NBCC with professionalism and a positive attitude, in a high contact and busy, public facing working environment.

Key Responsibilities Include:

• Presenting a professional, helpful atmosphere and positive attitude for students, faculty, staff, visitors, and callers, and providing outstanding customer service to facilitate an excellent NBCC experience.
• Maintaining excellent knowledge of NBCC; including, programs, admission requirements, services, policies and responding to inquiries on programs, fees, admission process, policies, and procedures.
• Responding to student inquiries in a professional and timely manner via email, phone and in person and escalating any issues or concerns.
• Offering information and investigating answers from various sources and/or materials.
• Using discernment on when to refer issues for resolution to a network of support resources.
• Responding to complex inquiries and questions regarding application and payment process, program additions and changes, and seat availability for international applications.
• Ensuring confidentiality is maintained in all contacts and communication.
• Providing support for College wide events.
• General administration.
• Assisting with other duties as required.

Flexible working hours may be required to meet the operational requirements of this position at NBCC.

• Certificate or Diploma in a relevant field, with demonstrated related work experience.
• Demonstrated ability to navigate in a computerized and systems environment across multiple tools and platforms.
• Highly flexible with excellent interpersonal and communication skills and the ability to navigate and build relationships effectively throughout the organization.
• High degree of proficiency with Microsoft Office Suite.
• Ability to maintain a high degree of professionalism and confidentiality.
• Demonstrated problem-solving skills, analytical ability, and innovative thinking.
• Self-motivated, service and results oriented.
• Ability to work under pressure in a fast-paced environment.
• Demonstrated ability to work effectively independently and within a team.
• A desire for continuous learning and growth.
• Excellent oral and written communication skills in English.
• Demonstrated experience in a contact-center environment would be considered an asset.
• Preference may be given to candidates who have experience working in a post-secondary environment.

Candidates must clearly demonstrate how they meet these qualifications on their resumes.

Other combinations of education and experience may be considered as equivalent. Subject to competition response, the minimum qualifications may be raised.

With six Campuses across the province, New Brunswick Community College (NBCC) transforms lives and communities across New Brunswick and contributes to the social and economic prosperity of our province.

Why work with NBCC?

• You want to make a difference. By working at NBCC, you can support students in achieving their educational and career aspirations, help meet the needs of employers and contribute to stronger communities across New Brunswick.

• You want to belong to something bigger. NBCC welcomes the individual experiences and perspectives of our learners, our staff and our partners. We nurture a culture of belonging where everyone feels valued and has opportunities to add value. NBCC is an equal opportunity employer building a dynamic team that is representative of the communities and industries that we serve.

• We're one of the best places to work in Atlantic Canada. For seven years in a row, we have been named one of Atlantic Canada's Top Employers because of our commitment to families, community service and employee engagement. This includes, paid time off to volunteer, comprehensive benefits packages and professional development opportunities.

• A culture that is focused on nurturing a sense of belonging for all employees.
• A competitive salary range of $1,472.00 to $1,776.00 bi-weekly.
• Become a member of the New Brunswick Public Service Pension Plan.
• Opportunities for professional development and training.
• NBCC supports the wellbeing of its employees. We provide free access to an Employee and Family Assistance Program (EFAP).
• Paid sick and vacation leave.
• Volunteer leave.
• Tuition Reimbursement Programs (Employee: Tuition Reimbursement Program AND Family: Tuition Reduction Benefit - Spouse and Children).

This position is a unionized position where the terms and conditions of employment are in accordance with the NBUPPE - Administrative and Program Support Services collective agreement for the College.

All applicants must be eligible to work in Canada at the time of application. This competition may be used to fill future vacancies at the same level.

The New Brunswick Community College (NBCC) is committed to being flexible in its operations and to the wellbeing of its employees. This includes considering reasonable requests for alternative work arrangements, when feasible, to meet the changing needs of the College and its students. In order to ensure our student needs are met, flexible work arrangements cannot extend beyond the New Brunswick border. NBCC employees must be living in a location that is a reasonable distance from one of our seven work locations around the Province.

We promote an equal opportunity work environment.

All interested candidates are invited to submit a detailed application, with a resume, online by November 29, 2023. All applications will be acknowledged upon receipt.