Reporting to the Academic Manager, EAP-LCC, the incumbent contributes to the operations of International Square by providing front-line student service support in keeping with the College’s strategic and operational objectives while being culturally aware of the differing needs and expectations of our diverse student demographic. The incumbent provides extensive customer service support for diverse clientele including EAP, post-secondary, and international students, as well as faculty and prospective international applicants. It is the responsibility of the incumbent to maintain solid customer relationships by handling their questions and concerns promptly, courteously, and professionally.
The duties associated with this position may involve exposure to confidential student records and information. Therefore, awareness of and conduct consistent with College privacy and confidentiality policies are key to the successful execution of these duties.
This position is part of the International Square support system and serves customers through triaged referrals and self-directed queue menu selections. International Square is a fast-paced office/College environment, the incumbent will receive and place telephone calls, assist students, staff and visitors, and troubleshoot issues arising during inquires, registration, and financial transactions. The incumbent may also be required to complete data entry as required. Efficient and accurate dissemination of information in a range of communication forms (written, electronic, and verbal) is essential to success in this role.
The primary duties can be grouped into the following three (3) areas:
The incumbent serves as the first-point of contact for general questions about international admission processes, program information, and the status of specific applications. Such inquiries will come from applicants, their family members, and agents.
The incumbent provides expert information about English for Academic Purposes (EAP) programs. This includes, with assistance from the EAP staff, guiding EAP students through the registration process and timetable selection.
The incumbent will provide assistance to EAP program support staff, such as filing, archiving, and scheduling as appropriate.
The duties of this position will include, but are not limited to the following:
Admissions and Application Support
Uses electronic queueing system to call customers and log their visits.
Explains the requirements and procedures for applying to Mohawk College and guides students through the admissions process.
Answers questions about program availability.
Explains processing times and next steps.
Provides and collects application forms.
Confirms all necessary information is received.
Confirms application status in ISP database and Banner.
Refers complex application troubleshooting to Support Officers.
Explains PLR process and refers requests to academic coordinators.
Advises students on fee and refund information, withdrawal process, and deferrals.
Explains tuition and payment details.
EAP/LCC Customer Service Support:
Provides registration support and technical guidance to students and faculty about EAP programs.
Responds to emails and phone inquiries pertaining to EAP and LCC activities.
Assists students with registration and timetable selection.
Provides non-academic support to students as required, such as information about health clinics and walking with student to other areas for assistance.
Refers students to academic support, such as the writing centre, counselling, The Square, etc.
Provides information about, and guides students towards, orientation.
Acts as LCC reception backup.
Assisting EAP Program Support Staff:
Helps EAP support staff prepare and submit forms that relate to students’ academic records.
Assists in keeping digital archive for EAP course outlines, assessments, and pedagogical material current.
Ongoing maintenance of the office filing systems, ensuring all files (electronic and hard copy) are obtained and filed appropriately.
Reserves academic delivery spaces and keeps schedules up-to-date.
Other Duties as Assigned.
Takes on special projects as assigned by the Mohawk International Manager.
Requires flexibility in working hours to meet the operating needs of Mohawk International.
May be scheduled to attend to College International activity at other campuses as required.
The successful applicant must have:
A minimum two (2) year diploma in Office Administration, Business Administration, Business General or equivalent.
A minimum of two (2) years related work experience with emphasis on verbal and written communication and providing customer service. Applied knowledge/experience of ESL programs, international admissions and College services is required.
A minimum of three years using Microsoft Office software in work environment.
Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively inter-culturally with diverse groups of students, employees and the community.
Mohawk College is strongly committed to diversity within its community and especially welcomes applications from racialized persons/persons of colour, women, Indigenous/Aboriginal People of North America, persons with disabilities, LGBTQ persons, and others who may contribute to the further diversification of ideas.
Mohawk College thanks all applicants for their interest in employment; however, only those selected for interviews will be contacted.
Mohawk College is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. If you are contacted regarding an employment opportunity, please advise Human Resources via email at: email@example.com if you require an accommodation.