The University of Saskatchewan values diversity, and Aboriginal engagement is a strategic priority.

Service Agent

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Department: ConnectionPoint

FTE: 1.0

Status: Term, maternity leave replacement, up to one year with the possibility of extension or being made permanent.

Competition No.: 17104-C

Salary Information: The salary range is $3,239.60 to $4,374.07 per month (Operational Services, Phase 4).  The starting salary will be commensurate with education and experience.

ConnectionPoint, University of Saskatchewan, is a newly established service centre – launched through Service Design & Delivery – that is focused on providing high-quality, efficient services to the university community. ConnectionPoint will offer Finance, Human Resources and Research administrative services to support the university in achieving its teaching and research goals.

The university is seeking to hire experienced, customer-focused professionals to deliver high-quality, front-facing administrative support and to contribute to an effective, service-oriented work environment. This is an exciting opportunity to participate in the transformation and enhancement of administrative services and processes at the University of Saskatchewan.  

Primary Purpose: The purpose of this position is to provide exceptional administrative and customer services to the university community. This position is front-facing to faculty and staff and will seek to understand the service needs, probe effectively, problem-solve and respond to or redirect issues as appropriate.

Reporting to the Manager, ConnectionPoint Services, the ConnectionPoint Service Agent is accountable for resolving customer inquiries within cross-functional administrative areas such as Human Resources, Finance and Research. This includes responding to questions by accessing information through integrated technologies, offering self-service assistance, routing and referring issues for advanced support and providing follow-up as required.

Key Activities:

  • Probe for complete understanding of all faculty and staff administrative inquiries.
  • Investigate and problem-solve to provide timely responses and resolution to administrative requests.
  • Exercise judgment and use discretion when resolving questions or referring escalated enquiries for advanced support.
  • Perform cross-functional work activities including data entry, scheduling, informational correspondence, standard reporting and management of forms, files and mail.
  • Schedule and attend faculty’s and staff’s review of employment personnel files. 
  • Work effectively and collaboratively with all positions that deliver services within the ConnectionPoint locations and from other campus offices (Central Offices, Strategic Business Advisors, Colleges/Units).
  • Liaise with colleagues and stakeholders to ensure seamless and efficient resolution and/or routing of outstanding customer service requests or associated administrative processing
  • Respond to and resolve inquiries by accessing information through use of multiple human resources and financial systems, software applications and technical support tools (e.g. knowledge base, case management system).  
  • Contribute to customer service and process improvement by providing technology and process feedback to the Manager, ConnectionPoint Services, and internal stakeholders to improve ConnectionPoint administrative services and operations.
  • Assist with peer-to-peer training, with guidance from the Manager.
  • Field frequent incoming calls while maintaining competing priorities
  • Maintain a high level of professionalism and discretion in an office environment with frequent interruptions
  • Position location rotates between an on-campus location and central office
  • Offer assistance to faculty and staff using self-service functions.
  • Perform related responsibilities as required.

Competencies are attributes, behaviours, manner and style of how skills and knowledge are applied to the position.

Leadership / Vision

The demonstrated ability to build a shared, compelling and credible vision of the future, influencing people to ensure outcomes that support achieving the vision; a culture of leadership.

Support for Progress

The demonstrated ability to initiate, implement, and support innovation and institutional change and enhance programs and services.

Results Orientation

Focuses on results and completing objectives within the framework defined by the University’s plans and policies.

Personal Effectiveness

Demonstrates an ability to reflect, clarify and commit to what is important, take responsibility for growth and development, and contribute to positive and productive work and learning environments.

Communication

The demonstrated ability to convey information and ideas to individuals in a manner that engages the audience and helps them understand, retain, and respond to the message.

Relationship Building

The demonstrated ability to develop the rapport necessary to build, maintain and/or strengthen partnerships and relationships inside and outside of the University.


Go to:
http://working.usask.ca/documents/recruitandhire/recruitmentandemployment/competencies.pdf for a more detailed listing of the above competencies.

Education and Experience

  • Completion of a relevant post-secondary program with a minimum of one year of related experience within a customer-oriented workplace. An equivalent combination of applicable education and experience will be considered for this position.
  • Experience managing customer relationships and resolving dissatisfied or difficult customer issues.
  • Proficient with human resources and financial systems, customer service software technology, programs and applications.
  • Human Resources or Finance client service experience is an asset.

This position is in scope of CUPE 1975.

Please apply no later than March 2, 2017, at 4:30pm.

Inquiries regarding this position can be directed to Kristine Eggertson at (306) 966-1389. 

Be sure to apply online as emailed applications may not be accepted.

 

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The University of Saskatchewan is strongly committed to a diverse and inclusive workplace that empowers all employees to reach their full potential. All members of the university community share a responsibility for developing and maintaining an environment in which differences are valued and inclusiveness is practiced. The university welcomes applications from those who will contribute to the diversity of our community. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.