Skip to Main Content
You are now in the main content area

Client Service Representative

Department: Officer of the Registrar, Client Services
Position supervisor: Manager, Client Services
Contract length: 3 months (Start Date ASAP)
Hours of work per week: 36.25
Position type: OPSEU Short Term Temporary
Rate of pay: $30-33/hour
Work Location: Hybrid (3 days per week required on campus)

About Toronto Metropolitan University (formerly Ryerson University)

At the intersection of mind and action, Toronto Metropolitan University is on a transformative path to become Canada’s leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do.

Toronto Metropolitan University welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons, persons with disabilities, and those who identify as women and/or 2SLGBTQ+. Please note that all qualified candidates are encouraged to apply; however, applications from Canadians and permanent residents will be given priority.

As an employer, we are working towards a people first culture and are proud to have been selected as one of Canada’s Best Diversity Employers and a Greater Toronto’s Top Employer for 2015, 2016, 2017 and 2018. To learn more about our work environment, colleagues, leaders, students and innovative educational environment, visit www.torontomu.ca, check out @TorontoMet (external link) , @TorontoMetHR (external link)  and @ECItorontomet (external link)  on Twitter, and visit our LinkedIn company page (external link) .

About the Office of the Registrar

The Office of the Registrar (RO) contributes to Toronto Metropolitan University’s bold vision by providing the bedrock of innovative systems and structures required to build a world-leading institution. Every member of the university community is an RO client. The RO is involved in the entire academic experience of the student body from admission through to graduation, providing reliable support through a wide range of services and safeguarding the integrity of the university’s policies and student records. We provide expert guidance to academic leaders regarding student recruitment, admissions, student financial services, student fees, new programming initiatives, transfer credit, course offerings, grading processes, scheduling, academic policy and curriculum management.

Undergraduate Admissions and Recruitment processes and assesses more than 80,000 applications annually for admission to Toronto Metropolitan University's undergraduate degree programs.

This unit strives to:

  • Recruit and select the most highly qualified and competitive candidates for admission while meeting the university's enrolment targets
  • Maintain the highest degree of client service
  • Collect, analyze and disseminate admission data to improve functions and policies and also inform and assist stakeholders within and outside of the RO
  • Increase the retention of the most highly qualified applicants
  • Ensure the integrity and security of all admissions data that is collected and stored in the student information system

The Opportunity

On behalf of the University and the Office of the Registrar (RO), the Client Service Representative supports prospective and current students, and the wider university community, by providing exemplary client service online (email, live chat, social media, web), over the phone, and in person. Exhibiting superior professionalism, tact, diplomacy and patience in all interactions, the Client Service Representative provides information and professional knowledge about university programs and services, as well as support with admission and RO services. 

Key duties of this role include:

  • Provide advice and information to ServiceHub clients on admissions, enrolment, financial accounts and financial assistance. Refer clients to specialized staff and/or alternate campus resources where appropriate.
  • Provide service that is aligned with Toronto Metropolitan University’s values of equity, diversity and inclusion.
  • Respond to basic to complex, multi-faceted inquiries with detail and accuracy, and in a professional manner. Anticipate information the client needs to know so as to provide as thorough a response as possible. Analyze non-standard, non-routine and unique questions/situations from clients and respond based on an accurate interpretation of the University’s policies and procedures as they relate to the personal circumstances of the client.
  • Respond to client complaints and client-service problems by investigating and evaluating their concerns/questions, and determine and implement the appropriate action.
  • Identify opportunities for enhancing RO communications and processes, and recommend these to senior staff in the unit. 
  • Access and update applicant and student personal data in the student information system (MyServiceHub) and other administrative systems (Content7, ChooseTMU, etc.). Help clients to navigate the systems and where appropriate, educate them on self-service options.
  • Act as a liaison on behalf of clients to ensure they are appropriately referred to campus resources.
  • Participate in RO-wide events as scheduled, providing support to the greater university community by participating and/or volunteering for RO, OVPS and campus-wide initiatives and events external to the ServiceHub, where job responsibilities permit.
  • Perform other duties and assignments of comparable nature/level as required.

This is a unique opportunity for recent Toronto Metropolitan University graduates from an undergraduate degree program to help support prospective and current students. As a recent graduate, you will be well positioned in this role to support current students with empathy for the challenges they face, with an understanding of their needs on their academic journeys. You will have the opportunity to support prospective students by advising on, and promoting the exceptional experience offered at the university.

Qualifications

To help us learn more about you, please provide a cover letter and resume describing how you meet the following required qualifications:

  • Completion of a post-secondary degree required
  • Minimum of 2 years of experience providing exemplary customer service in a high-paced service oriented environment (post-secondary environment) and experience addressing the needs of a diverse population. 
  • Demonstrated client focus, using professionalism, tact, diplomacy and patience
  • Excellent verbal and written communication skills, with a proven ability to understand and communicate academic concepts, structures, policies and procedures that are present within a post-secondary environment.
  • Strong attention to detail and accuracy.
  • Demonstrated computer literacy, especially in the areas of digital/web and social media; 
  • Ability  to investigate and solve problems.
  • Commitment and working knowledge to support Toronto Metropolitan University’s principles of equity, diversity, and inclusion (EDI), and the Accessibility for Ontarians with Disabilities Act (AODA).
  • Knowledge and willingness to learn about how principles of EDI inform and shape the work of the RO to build a campus community inclusive of the university’s student and employee population.

How to apply

Please send application (cover letter and resume) quoting the job title in your email title to Alexander Ruvuza, Manager, Client Services at aruvuza@torontomu.ca

Toronto Metropolitan University’s commitment to equity, diversity and inclusion

  • We encourage all First Nations, Metis and Inuit peoples or Indigenous peoples of North America, to self-identify in their applications. If you are an Indigenous applicant and require support during the recruitment process, please reach out to James McKay, Indigenous HR Lead at james13@torontomu.ca.
  • Toronto Metropolitan University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA), and aims to ensure that independence, dignity, integration and equality of opportunity are embedded in all aspects of the university culture.
  • We will provide an accessible experience for applicants, students, employees, and members of the Toronto Metropolitan University community. We are committed to providing an inclusive and barrier-free work environment, starting with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process,please reach out to Human Resources: 
  • All information received in relation to accommodation will be kept confidential.