Simon Fraser University (SFU) is a globally recognized research institution dedicated to fostering innovation, inclusivity, and sustainability. Residence and Housing, a vital part of SFU, supports academic success and leadership development by creating welcoming, comfortable, and safe living and learning spaces.
As a Customer Service Representative, you will be the primary contact for students and guests, helping them navigate accommodations and resolve issues. This role combines administrative tasks, customer service, and problem-solving, making it ideal for individuals who thrive in dynamic, student-focused environments.
Responsibilities
In this role, you will:
- Serve as the First Point of Contact:
- Provide high-quality customer service for inquiries about student housing, guest accommodations, and other residence-related topics.
- Address concerns regarding applications, reservations, payments, lost keys, maintenance requests, and room selections.
- Process Payments and Maintain Records:
- Handle payments for services and materials provided by Residence and Housing.
- Accurately update and manage records for students and guests in the database.
- Resolve Issues:
- Respond promptly to student and guest problems by following university policies and departmental procedures.
- Use judgment and problem-solving skills to address concerns effectively.
- Administrative Support:
- Assist with organizing and prioritizing tasks in a fast-paced setting.
- Work collaboratively with colleagues to ensure the smooth operation of the Residence and Housing office.
- Provide Mail and Key Support:
- Manage mail distribution and respond to inquiries about lost keys or replacements.
Qualifications
To excel as a Customer Service Representative at SFU, you should meet these qualifications:
- Education and Training:
- High school diploma with additional training in word-processing, databases, and office practices (equivalent to one semester).
- An equivalent combination of education, certifications, and experience may also be considered.
- Experience:
- Minimum of three years of experience in a similar role, ideally in customer service or administrative support.
- Skills and Attributes:
- Strong interpersonal and communication skills (both written and oral).
- Excellent problem-solving, analytical reasoning, and organizational abilities.
- Ability to prioritize tasks and manage multiple responsibilities efficiently.
- Technical Proficiency:
- Familiarity with word-processing tools and database applications.
Benefits
SFU is committed to creating a supportive and rewarding work environment. As a continuing employee and a member of CUPE Local 3338, you will enjoy:
- Work-Life Balance:
- Three weeks of paid vacation (prorated for the first year).
- Hybrid work options for eligible roles, allowing flexibility in your schedule.
- Financial Security:
- Access to an employer-paid, defined-benefit pension plan.
- Professional Development:
- Funding support for professional growth opportunities.
- Tuition waivers for employees and their immediate family members.
- Additional Perks:
- A safe, inclusive, and respectful workplace that values diversity and belonging.
Applying Guide
Here’s how you can apply for this position:
- Prepare Your Documents:
- Combine your cover letter and resume into a single attachment.
- Highlight relevant skills, experiences, and examples that demonstrate your ability to excel in this role.
- Submit Your Application:
- Apply through SFU’s official career portal. Ensure your application includes all requested documents.
- Demonstrate Your Fit:
- Emphasize your commitment to providing excellent customer service and your ability to handle administrative tasks with precision.
- Request Accommodations if Needed:
- SFU ensures an accessible application process for all candidates. If you need assistance, contact pei_reception@sfu.ca for support.
Equal Opportunity at SFU
SFU is committed to equity and diversity. Applications are encouraged from individuals of all genders, Indigenous Peoples, visible minorities, persons with disabilities, and other underrepresented groups.
Join SFU’s Residence and Housing team and play a meaningful role in supporting students and creating vibrant living communities!