Customer Service Representative

Classification & Regular Hours

Hours per Week: 35

Salary Grade: Level M

About Western

Considered Canada's most beautiful University, Western's main campus spans 400 acres of Gothic-style buildings mixed with modern LEED-certified capital structures providing an idyllic environment for our community of scholars. The university is located in London, Canada, a safe, vibrant and welcoming community of more than 350,000 people serving as a regional medical and industrial hub for southwestern Ontario.

Facilities Management (FM) is responsible for the planning, development, construction, operation, maintenance and stewardship of all the buildings, infrastructure, sites and services within Western's campus community. FM works closely with campus partners to coordinate new construction and renovation projects as well as to complete maintenance, preventative maintenance and service requests. Our integrated team provides excellence in creating and maintaining Western's facilities and in serving the community.

Responsibilities

The Customer Service Representative provides daily front line service to all University students, employees and visitors utilizing Western’s Parking Services. The Customer Service Representative ensures that an exceptional standard of customer service and consistent standard of parking control and service is delivered to students, faculty, staff, retirees, contractors and visitors. The Customer Service Representative will act as a key resource to ensure communication and customer service needs are met and exceed customer expectations.

Qualifications

Education:

• 2 year college diploma; major in Business, Office Administration or Social Sciences is preferred

Experience:

• 2 years of customer service experience in an institutional setting
• Experience supporting large-scale events, managing high volume inquiries and responding to customer concerns with a focus on de-escalation and solutions is preferred

Knowledge, Skills & Abilities:

• Demonstrated ability to work independently and effectively as a member of the team to achieve department goals
• Proven ability to work well under pressure and handle multiple conflicting priorities in a fast-paced environment with frequent interruptions
• Demonstrated strong customer service skills by responding to inquiries, resolving issues promptly and professionally, and effectively de-escalating emotionally charged situations to ensure a positive customer experience
• Excellent verbal and written communication skills, and confidence in dealing with a diverse client base
• Positive, outgoing attitude with genuine customer service orientation
• Proven ability to work in a dynamic environment where there are constant interruptions and changing deadlines and objectives
• Judgment, analytical and problem-solving skills with a consultative and collaborative approach to addressing inquiries and issues
• Demonstrated analytical ability and basic understanding of key financial concepts such as reconciling, posting and journaling
• A strong record of teamwork with the motivation and ability to work independently with little supervision
• Proven ability and natural inclination to interact with people in a professional, respectful and diplomatic manner
• Ability to work well under pressure and use good judgment in assessing difficult situations with potential conflict
• Advanced proficiency of Microsoft Office Suite (Windows, Outlook, Excel, Word), with a proven ability to quickly learn and navigate new web-based software platforms
• Able to build and maintain positive and professional working relationships with other departments, key business partners and external agencies (e.g. contractors, businesses, visitors to campus)
• Ability to plan and coordinate parking for events of various sizes
• Ability to ethically, impartially and consistently work within policies and procedures surrounding parking operations

Union Statement

Western welcomes applications from all qualified individuals; however, it is the university's policy to give first consideration to all qualified UWOSA applicants.

Background Checks

Please note, successful applicants may be required to produce a current police information record check from a police service prior to commencing employment.

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone View phone number on canada.jobradars.com.

Please Note

This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.