University of Waterloo

In the heart of Waterloo Region, at the forefront of innovation, the University of Waterloo is home to world-changing research and inspired teaching. At the hub of a growing network of global partnerships, Waterloo will shape the future by building bridges with industry and between disciplines, institutions and communities.

University of Waterloo Waterloo, ON, Canada
Dec 03, 2018
Contract
  Events Interview Day Services Rep Requisition ID 2018-3613 Job Category Event Management Department 5180 - Coop Educ & Career Action Job Status Temporary Appointment (Contract) Hiring Range $22,844 - $28,555 Overview Term: 12 months    As part of the Service team for Co-operative Education, the Events and Interview Day Services Representative supports both the Employer Information Sessions (EIS) portfolio and the Interview Day Services (IDS) portfolio. Interview Day Services occur during specific times every term (primarily the second and third months). IDS staff support the interview process during peak interview times through one of the following primary customer service areas: Coordinating student phone and webcam interviews through one of several call centres Greeting employers Supporting the activities of the paging desk Supporting and executing the interview day conflict and missed interview processes This is a part time position working 21 hours per week. Responsibilities Facilitate info sessions for the duration the event, including setup, teardown, and debrief Assist with venue setup, audio-visual equipment, and the display of promotional materials Execute best practices when responding to crisis management activities during sessions Record attendance at information sessions when required Log activities, catering, attendance, employer best practices, to keep detailed record of the event Complete and submit the electronic info session debrief form to evaluate the success of the event Manage Day Of Interview Logistics for Employers/students Employer Greeting: Ensure a smooth overall greeting and overall experience for employers, students, staff members and other key stakeholders. Ensure all employers are greeted, shown to interview rooms, given guidance on day’s process and are provided with interview schedules. Ensure all areas are aware of any last minute changes that may impact scheduling, paging, or other employment services areas Call Centres: Ensure a smooth overall Call Centre experience for employers, students, staff members and any other key stakeholders (e.g. managing schedules while calls may be interrupted or disconnected). Troubleshooting of web and phone interview challenges Paging: Ensure a smooth overall paging desk experience for employers, students, staff members and other key stakeholders (e.g. handles large volumes of transactions, manages last minute schedule changes) Conflicts/Missed Interviews: Manage the interview conflict and missed interview processes for Coop Services, including triaging of student requests, communications with relevant stakeholders, escalation of student issues as appropriate, and updating processes and documentation as required Deliver excellent customer service to all stakeholders in the interview process Accountable for building preparation related to interviews each term Resolve day of requests by employers and students regarding interview schedules and interview method Ensure questions received at any of the IDS stations from students and employers are answered appropriately (one and done) or referred to others in the department for further action Deliver service to clearly defined and agreed-to standards Qualifications Community college diploma and/or equivalent experience, Post-secondary education preferred 1 year of customer service experience is required Experience in event management preferred Professional demeanor and excellent interpersonal skills Comfortable with de-escalation and problem solving Detail-oriented with strong ability to multi-task, organize, prioritize tasks, and meet deadlines Ability to adjust to irregular workloads and manage time effectively Proficiency in Word, Excel, PowerPoint Knowledge of Co-op processes, policies, and guidelines an asset Knowledge of Core Employment Processes and WaterlooWorks preferred Familiarity with audio-visual equipment and webcam technologies an asset Knowledge of the University of Waterloo’s campus preferred, as sessions take place across campus Working hours: Info sessions and Interviews take place in the day and evening from 7:30AM-10:00PM