Queen’s University Kingston, ON, Canada
Oct 21, 2019Full time/Contract
Client Experience Coordinator Competition Number : J1019-0553 Position Title : Client Experience Coordinator Employee Group : Support Staff - USW Local 2010 Job Category : Administrative Department or Area : Smith BCC Admin Location : Kingston, Ontario, Canada Salary : $46,601.00/Year Grade : m06 Hours per Week : 35 Job Type : Term Length of term : 18 Months Shift : 7 Monday - Friday Number Of Positions : 1 Date Posted : October 18, 2019 Closing Date : October 25, 2019 About Queen's University Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more. We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society. Come work with us! Job Summary Reporting to the Associate Director, Business Development, the Client Experience Coordinator will be the primary point of contact and responsible for serving the needs of the CAC’s corporate partners, students, and alumni in support of our mission to become the primary partner for students in their career journey and become industry's #1 source for talent. The incumbent will work to ensure that our client experience is of the highest quality and that clients receive courteous and friendly professional service. The Client Experience Coordinator will interact with the Coaching, Corporate Relations, and Operations teams to identify effective strategies to improve customer experience. The incumbent will organize and host events on behalf of the CAC, and will be expected to take a leading role in representing the CAC and Smith brands, delivering exceptional experience for those in attendance. The Client Experience Coordinator develops and maintains relationships with employers to increase the number of opportunities for students, and coordinates and prepares employer communications and promotional material to support to the operations within the CAC. The incumbent provides a high level of customer service, working with clients to ensure their needs are understood and met, and ensuring a seamless experience with their events. Note: This position requires flexible hours of work including evenings and weekends, as well as occasional travel to Toronto. Job Description KEY RESPONSIBILITIES: Administrative • Acts as a primary point of contact for the unit. Plans and coordinates all administrative duties related to on campus recruitment, including but not limited to the booking of information session logistics, interview rooms, catering, and preparation of recruitment folder/materials, assembly of files, correspondence, information collection and synthesis data processing and statistical data analysis, preparing of reports and management of information resources. • Posts, releases, and tracks all job postings and events in system ensuring accuracy and targeting to appropriate student groups. Follows up with firms for additional information as needed. Performs regular audits of events and postings, ensures all applications are released on time. • Releases applications and provides interview scheduling support in a timely manner while communicating with students, corporate partners and CAC team. Communicates and manages conflicts efficiently and effectively. • Provides administrative and operational support to the activities of the CAC team. Duties may include distributing surveys, coordinating schedules, assembling materials, and other duties as required. Client Management • Manages the relationships of designated corporate partners with the CAC. Directs clients to services that may benefit them but are not yet taking advantage of; asks insightful questions to learn about their objectives and make informed and professional recommendations regarding next steps they may take. • Greets all guests in a welcoming, friendly, and professional manner; acts as the face of the CAC and represents the Smith brand. • Handles guests’ inquiries and complaints and ensures that they are resolved quickly, courteously, professionally and to the guests’ total satisfaction; coordinates corporate and alumni requests for parking passes, taxi services, and other travel arrangements as necessary. • Takes an active role in understanding and staying up to date with activities within the department and within Smith School of Business; maintains the ability to provide answers to inquiries, or to quickly find answers from relevant sources. • Maintains a record of all guest interactions in Salesforce and Quest; populates customer database with individualized information. • Delivers a personalized experience to all guests based on information collected; responsible for entering data into Salesforce, ensuring accuracy. • Maintains a safe, and professional physical facility in the common areas of the CAC. In collaboration with the Associate Director, makes decisions regarding layout, furniture selection, and flow of people as they relate to the experience of our clients. Event Management • Designs, plans, and coordinates all of the CAC events, including information sessions, industry nights, workshops, and trips & treks. Manages all associated logistics including layout, setup and cleanup, room booking, travel arrangements, and catering. Makes recommendations for upcoming events. • Initiates, prepares, and determines content of event promotional material such as posters, ads, programs, and invitations. Ensures all event information, online and print, is accurate and available on time. • Identifies opportunities and makes recommendations for improving student and employer experience at events, for increasing ways to further engage employers, and for increasing event revenue. Identifies effective ways to communicate with employers and to promote employer events and recruitment activities to students. • Liaises with corporate clients and other external partners to ensure a seamless experience with their events. Obtains requirements from clients and acts as an advisor to ensure their events deliver the desired outcome(s). Hosts clients at Smith and serves as the day-of contact for all events and troubleshoot any issues that may arise. • Works with the rest of the Operations team to find efficiencies in delivering exceptional service to clients. • Develops and maintains relationships with campus vendors to ensure exceptional service to clients. This includes catering and event services staff, Goodes staff and Central Career Services Staff. • Monitors registration and attendance for events. Effectively uses online booking platforms to maximize registration efficiency. Communicates attendance issues to appropriate staff. Information Management • Maintains, updates and retrieves information from various systems and databases and using such information to prepare reports and lists as required. Responsible for regular and ad hoc reporting on jobs in Quest and input of student recruiting data on Quest. • Maintains a database of firms accessing the resume site and provides new firms with access when requested. Ensures maintenance of database on Quest and internal systems. Manages the queue of pending resumes and recommend changes to students as required. • Develops and implements database maintenance strategy to maintain integrity of the data and keep records up-to-date for various databases. This includes but is not limited to: company and contact records and profiles. Maintain the currency of these records for use by the CAC team. • Keeps track of primary, secondary, and tertiary corporate partners serviced by the CAC. • Maintains corporate call tracker for business development calls and ensures up-to-date records in Quest for new business. Special Projects • Manages seasonal and special projects as needed including staffing coordination, regular corporate updates to CAC staff, sourcing and managing the ‘Friday postings’, overall OCR coordination, managing trips and treks, and regular web site and materials updates. REQUIRED QUALIFICATIONS: • Completion of a three year post-secondary program in business administration, human resources or related field. University degree preferred. • Previous (2-3 years’ minimum) experience in a guest relations capacity (hotel, restaurant, hospitality), event design and coordination, recruitment, or in a client facing role. • A familiarity with recruiting processes, student placement, human resources, or other similar background would be considered an asset. • Knowledge of University procedures and policies considered an asset. • Proficient computer and office skills, with a variety of programs such as (Word, Excel, PowerPoint, Outlook, social media). Experience using Salesforce or other CRM tools considered an asset. • Consideration will be given to an equivalent combination of education and experience. SPECIAL SKILLS: • High level of professionalism; positive attitude and customer-centered approach. • Ability to anticipate, respond to, and resolve unique problems and demands quickly and professionally. Strong initiative and problem-solving skills with an ability to know when to refer problems to others. • Strong communication and interpersonal skills; employs active listening and personable demeanour to build positive relationships with clients and colleagues and to provide clear and accurate information. • Ability to multi task with high volumes of work and frequent interruptions while maintaining accuracy and attention to detail. • Ability to work autonomously and exercise independent judgment, with minimal direct supervision. • Ability to work within a team and maintain collegial working relationships with faculty, staff, students, corporate partners, and external vendors. • Logistical and event management skills • Ability to adhere to strict confidentiality. • Ability to adapt and learn new technologies quickly and independently. DECISION MAKING: • Applies judgment regarding management of client relationships with the CAC and Smith. Establishes and maintains rapport with clients, building trust through effective communication and delivering on expectations. • Provides knowledgeable advice and recommendations to clients to resolve their issues, and enhance their experience with the CAC and Smith School of Business. Determines which services (if any) may benefit clients but are not yet being taken advantage of. • Determines logistical needs for events, including online registration, room bookings, and catering. Makes decisions and establish contingency plans to manage uncertainty. • Identifies areas for improvement and make recommendations to Operations team for consideration. Evaluates efficacy of proposed solutions and consult with Operations lead in determining the best way to implement changes. • Determines when to resolve issues and when to direct to more senior or specialized staff as required. Provides follow-up as necessary, ensuring matters are addressed or concluded. • Prioritizes a demanding workload and effectively manages time to ensure all deadlines and objectives are met. • Applies appropriate discretion in the handling of all sensitive information. • Identifies and assesses any guest issues and promptly and confidentially reports them to the relevant staff. Employment Equity and Accessibility Statement The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents. The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at email@example.com .