Position Summary

Under the supervision and guidance of the Manager, Customer Support, the Senior Service Hub Representative supports the department with the planning, development and implementation of Service Hub updates and launches. This role plays an important part in improving processes and support for all stakeholders that come through the Service Hub.
Responsibilities

Administrative Support

• Reviews student communications, documents, forms and service-related requests for completeness and accuracy. Verifies eligibility or directs request to appropriate Service Area for resolution.
• Plans, coordinates, and executes all administrative elements of digital and in-person training sessions including content creation, filming, timely release.
• Provides back-up in the absence of the Operations Specialists to ensure service levels are maintained for all communication channels (Salesforce cases, in-person, call centre, live chat, WhatsApp/SMS, appointment scheduling, social media outlets etc.).
• Supports the Operations Specialists by acting as the first point of contact for complex cases/inquiries.
• Participates in activities/events within Seneca such as convocation, information events, open houses etc.
• Serves as the primary point of contact for Service Hub Ambassadors, coordinating and supporting all administrative and operational aspects of the program, including scheduling, onboarding, training, communications, and ongoing program support.

Process Improvements and Training

• In collaboration with the Manager and Operations Specialists, ensures that all aspects of the Service Hub run smoothly.
• Assists in the development and implementation of new processes, consults on system configuration changes, and participates in testing.
• Completes special projects in a thorough, accurate and timely manner.
• Participates in training activities and facilitates job shadowing for existing and new staff.
• Supports the development of individualized and/or group training.
• Contributes to the creation and maintenance of training procedures, protocol and learning materials and suggests improvements to training resources.
• Informs team members of any important updates to support new initiatives.

Customer Support

• Communicates with customers including prospects, applicants, current students, employees, and the general public through a variety of channels (in person, live agent texting, social media, email) to determine the best way to resolve the customer's need.
• Uses a range of Seneca's systems to properly resolve student inquiries or to create a ticket for specialist resolution.
• In collaboration with the customer support team and service areas, provides input into the development of presentations to be delivered to a variety of audiences.

Qualifications

Education

• Minimum complete two (2) year diploma in Hospitality, Business, Communications or a related field.

Experience

• Minimum three (3) years of customer service experience, preferably within post-secondary.
• Experience using CRM, ticketing, and integrated student information systems to research, analyze, and resolve complex customer inquiries required; experience with Salesforce and Five9 is an asset.

Skills

• Strong interpersonal and communication skills, including public speaking skills, in order to effectively interact with a diverse student and staff population.
• Expert customer service skills, with the ability to skillfully diffuse conflict.
• Strong ability to problem-solve, think logically, quickly interpret/evaluate variables, and organize/maintain concentration.
• Strong team player, with the ability to build relationships with team members and other stakeholders.
• Demonstrated ability to identify process improvement opportunities and support continuous enhancement of customer service delivery.

Note: A skills assessment test will be administered during the recruitment process.

A combination of relevant experience and education may be considered as equivalent to the above requirements in the event that there are no internal applicants that meet the qualifications as posted. Equivalency will be assessed by the talent acquisition team.

Job Details

Internal Posting Date: August 20, 2026
Internal Closing Date: August 26, 2026
Job Type: Permanent, Full-Time
Hours: 35 hours per week + OT as required
Work Type: Hybrid
Shift: Monday to Friday (11:00 AM - 7:00 PM)
Ideal Start Date:
End Date:
Number of Openings: 1
Posting Intent: Immediate Need
Pay Range: Payband H - $37.34 - $43.18 (Start rate: $37.34)

For all Academic/Faculty positions, the compensation step will be determined based on receiving and verifying relevant formal education through official transcripts and relevant work experience, in accordance with the salary placement calculation. For professor positions, we require copies of official transcripts directly from the issuing institution or credential evaluation from World Education Services (WES) or International Credential Assessment Service (ICAS). However, we recommend that candidates gather any supporting documentation (e.g., unofficial transcripts, scan of credentials) in advance to support their applications in the event that they are successful in the hiring process.

Note: As part of our pre-employment process, we validate employment and education credentials at the time of an offer for all positions.

We thank all applicants for their interest in this position; however, only those selected for an interview will be contacted.