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Customer Service Representative

Position Details

Position Information

Position Title Customer Service Representative
Who We Are
At BCIT, putting people at the core of everything we do is paramount. This idea is the foundation of BCIT’s People Vision, which describes the Institute’s goals and priorities in respect to our people. In a complex and uncertain world, it’s vital our people feel valued, supported and connected. BCIT champions a culture of innovation and global progress through people’s imagination and creativity. With a competitive compensation package, great work-life balance, and career advancement opportunities, see why we’ve earned the title of one of BC’s Top Employers for over ten years running.
Position Summary
BCIT’s Registrar’s Office department is seeking a regular, full time (1.0 FTE) Customer Service Representative. This position is responsible for responding to customer inquiries and providing active customer service to BCIT’s full time, part time, distance education programs; courses; full time admissions; student records; and International Credential Evaluation Service (ICES). The focus is to provide customers with integrated front line services. For example, once the need is identified, appropriate action is taken to respond, ranging from recruiting actions to the registration processes, payments, admission, student records or referral to the appropriate BCIT department. This position works out of any of the BCIT locations/departments, including the: Downtown Campus, Burnaby Campus, Admissions, Student Records, Cashiers or Advanced Placement and Degree Programs. Varying shift schedules will apply.
Duties & Responsibilities
DUTIES AND RESPONSIBILITIES:

  • Responding to in-person, mail, electronic and telephone inquiries by:
  • Determining customer needs
  • Entering client information on student information system (Banner)
  • Scheduling appointments and telephone call backs for Program Advisors
  • Providing information on courses and programs, including availability and general eligibility requirements
  • Knowledge of general fee information including student account status
  • Arranging for the mailing of printed informational material such as calendars, flyers, brochures and recruitment packages
  • Register clients into part-time courses and information sessions
  • Responsible for providing customer service to applicants seeking to enrol in full-time Trade and Technology Programs
  • Provide information which includes application status requests, documents outstanding/received, program intake dates, availability, program changes/transfers, application deadline dates and any related full-time application process and procedures.
  • Accepting and reviewing full-time applications to ensure correctness, supporting documentation and transcripts have been attached and collect payment of application fee, and forward to the appropriate program areas.
  • Keeping abreast of specific programs whose acceptance of applications is only for a certain time-frame and specific programs which require all pre-requisites and documentation to be submitted by a specific date.
  • Determining where to direct inquiries, ie Admissions or Student Records
  • Issuing of Assessment testing forms and determining which assessment test is required based on the applicant’s choice of program.
  • Assisting applicants in completing Change and Transfer forms
  • Checking transcript & document requests for accuracy, financial holds etc.
  • Input student data and name changes, maintain current student address information
  • Understanding and ensuring student’s confidentiality and privacy in relation to the FOIPOP Act.
  • Process returned mail
  • Assisting with Convocation Ceremonies when required.
  • Providing general Institute information; i.e. campus directions, parking information and transfer credits etc.
  • Ensure that all financial documentation is secured according to Institute policies
  • General knowledge of Institute policies and procedures


Distance Education courses:
  • Registering clients into Distance Education courses, ensuring the requisite course materials, textbooks, etc are forwarded to the appropriate department for action.
  • Liaising with Program Assistants, when necessary, if approval or clarification is required.

Collects and process a variety of payments by:
  • Determining appropriate coding for payments for specific fee assessments such as rent and deposits
  • Ensuring that fee assessments are correct by verifying student’s course or program registration
  • Completing credit card and debit card transactions
  • Issuing of student fee receipts and duplicate receipt requests and providing fee breakdown and itemizing of fee assessment and payments
  • Performing daily check out procedures including: balancing totals, checking and identifying discrepancies to banner reports and reconciling parking permits.
  • Adhere to month end cashiering procedures

Undertakes a variety of clerical support tasks for the departments, such as:
  • Monitoring supplies and ordering informational material as required
  • Maintaining information binders
  • Stocking/restocking shelves, counters and brochure racks
  • Participating in preparation of mass mailings of information materials
  • Assisting Program Advisors with clerical support (i.e. letters, inputting data, ordering supplies, packaging internal publication requests and over flow of part time certificate letters)

Other duties include:
  • Processing course transfers and withdrawals as necessary
  • Opening, sorting, stamping and distributing incoming mail
  • Assisting with audit of BCIT publications as assigned by the Supervisor
  • Providing clerical support to the department as assigned. This includes word processing, mass mailing, photocopying, sorting and sending fax messages etc.

ICES (Level One) duties include:
  • Providing information about ICES services, products, and fees to walk-in and telephone clients in order to accept and process applications. This includes forwarding packages.
  • Facilitate the process of the pick up and drop off of client documents
  • Direct inquiries from existing clients to appropriate ICES staff
  • Communicate when necessary with the Evaluators
  • Process and issue receipts for payments and complete the necessary finance processes

Undertakes duties as assigned, consistent with the job grade of this position.
Qualifications
QUALIFICATIONS:

Definition:  The qualifications section for this position was developed using the approved job evaluation plan, agreed to between the BCGEU and BCIT. The qualifications represent the minimum qualifications required in the future (i.e. to be reflected in job postings) and do not reflect the incumbent’s existing qualifications.

Position Qualifications:
  • Grade 12, plus 6 months post secondary education in Business, Customer Service or Computer Applications. 
  • A basic requirement of two years general office experience, including direct cashiering experience in a computerized environment, plus up to one year experience in a position of similar responsibility in a high volume educational or customer service environment. 
  • Must have formal training and experience using Microsoft Office software and comfortable with computer technology. 
  • Ability to work under pressure with accuracy and initiative is essential. 
  • Accurate keyboard skills of 50 wpm. 
  • Must be customer-service oriented with an emphasis on excellent interpersonal, communication skills as well as the ability to work independently and as a team member. 
  • Must be able to work shifts and at various campus locations.
Additional Information
Benefits – Why you’d love working with us

  • Competitive pay
  • Minimum of fifteen days of vacation
  • Competitive employer-paid extended health and dental plan – take a look at our benefit plans!
  • Defined benefit pension plan with employer contributions
  • Flexible hybrid work arrangements available
  • Professional Development funds and resources
  • Access to most BCIT Flexible Learning courses free of charge
  • Wellness and Employee Assistance programs
  • Complimentary membership with free access to the Fitness Centre, Gymnasium, and more


BCIT values diverse experiences, ideas, cultures and perspectives and is committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage applications from members of all groups experiencing barriers to equity. If you require accessibility accommodations during any part of the application or hiring process, please contact RecruitmentAssistant@bcit.ca so we can best support you. Please note that all applications must be submitted via the careers page portal, email applications will not be accepted.

The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).
Salary Range Salary Grade 5: $52,079 - $56,133 per annum.
Additional Salary Information
External hires are initially placed at the minimum of the salary range with set progressions to the maximum as per the Collective Agreement. Salary prorated based on percentage and term of appointment.
Position Details

Posting Category Administration
School/Service Area RO Student Information & Enrolment Services
Campus Location Burnaby campus
Bargaining Unit BCGEU Support Staff
Job Status Regular
Full-Time/Part-Time Full-Time
Number of Vacancies 1
Anticipated Start Date 06/03/2024
Anticipated End Date
Competition Information

Competition Number 24B410
Competition Open Date 04/24/2024
Competition Close Date 05/05/2024
Open Until Filled? No
Quicklink for Posting https://careers.bcit.ca/postings/8341

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * What is the highest level of education attained?
    • GED
    • High School Diploma
    • Certificate
    • Diploma
    • Associates Degree
    • Bachelors Degree
    • Masters Degree
    • PHD
  2. * How many years of experience do you have in this type of position?
    • 0-1
    • 1-2
    • 3-5
    • 6-9
    • 10+
  3. * New employees to BCIT are initially placed at the minimum of the salary range with set progressions to the maximum as per the Collective Agreement. The salary is prorated based on percentage and term of appointment. Please select which statement best describes your situation:
    • I am a current BCIT employee, this is not applicable to my situation.
    • I am not a current BCIT employee and would be satisfied with placing at the minimum of the indicated salary range.
    • I am not a current BCIT employee and would not be satisfied with placing at the minimum of the indicated salary range.
  4. * All positions at BCIT require on campus presence at the applicable campus location(s). This means the successful candidate must be able to and willing to relocate to the Lower Mainland. Please select from the following that best describes your situation:
    • I currently reside in the Lower Mainland
    • I do not currently reside in the Lower Mainland, however I am willing and able to relocate if found to be the successful candidate
    • I do not currently reside in the Lower Mainland and I am unwilling to relocate

Documents Needed to Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents