Located in the heart of the Niagara Region – just minutes from one of the world’s most well-known tourism destinations – Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara-on-the-Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

Applications are invited for the position of Inquiry Response Team Associate in the International Division, located at the Niagara Corporate Business Centre located next to the Daniel J. Patterson Campus. The starting salary is $25.89 /hr for a 35 hour work week. Additional hours may be required as necessary.

Reporting to the Associate Director, International Admissions and Enrolment, the successful candidate is the primary contact and respondent to all incoming general inquiries to the International Division by phone, email, and live chat. The incumbent will receive all phone call inquiries directed from the switchboard to our general inquiry line, answering questions, providing information, and re-directing as required. The incumbent will also monitor and respond to all incoming emails to our generic inquiry inboxes, including the admissions, accounts, and inquiry accounts. Lastly, the incumbent will provide responses to our live chat feature on our website through canned and personalized messages at set times throughout the week.

Responsibilities include, but are not limited to:

Provide information to prospective international students, and their agencies, regarding program availability, admissions criteria, pre-admission requirements application status, finance, immigration, and registration at Niagara College

Monitor, triage, organize and respond to phone-based inquiries as well as inquiries located within shared mailboxes across international division

Support student applicants through payment applications and other finance-related concerns

Provide information for students inquiring about immigration, refugee, and Citizenship Canada (IRCC) temporary permits

Collaborate with Regional Managers and Admissions to identify at-risk applicants and develop strategies to retain students and assist students in obtaining academic entrance

Investigate application issues identified by NC community, agents, and academic stakeholders that may impede students’ application success

Liaise with campus stakeholders to correct College information displayed on websites, internal portals and intranet

Maintain an exceptional level of frontline service expectations with efficiency, active listening skills, and cultural sensitivity. Dealing with tense or repetitive calls and questions.

Working independently with minimum supervision and sound judgement to make decisions with minimal direction

Qualifications:

Minimum two (2) year diploma in Business, International Business, International Relations, Office Administration, Information Technology, or similar field of study

Minimum two (2) years of experience working in a high-volume office or call centre environment responding and resolving inquiries and issues on phone, email and online chat, experience to include work within a culturally diverse and / or fast-paced global environment

Knowledge of Microsoft Office Suite

Intermediate to advanced knowledge of post-secondary education

Demonstrated communication, organizational, problem solving and prioritizing skills

Proven abilities in working independently, exercising initiative and good judgement, sensitivity, and confidentiality in dealing with college staff, students and industry partners

Strong customer service and public relations/interpersonal skills

Detail oriented

Open to flexible work hours and environments

Previous work experience in international students and logistics

Cross-cultural skills and experience

Second or third languages an asset

The Position Description Form is available for review from Human Resources during the posting period. Please contact humres@niagaracollege.ca to request a copy.

If selected for an interview, candidates must present proof of education (original transcripts/credentials).

Note: Credentials obtained outside of Canada require an evaluation to determine the Canadian educational equivalence. This evaluation must support the educational requirements for the position as a condition of employment. For further information, visit: World Education Services http://www.wes.org/ca/.

While we thank all applicants, only those selected for an interview will be contacted.

Niagara College is strongly committed to diversity and inclusion within its community. We offer an inclusive work environment and welcome applications from all qualified individuals who feel they can further enhance campus diversity and equity efforts.

If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.