Position Summary

Support Staff Regular Part-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Bookstore Customer Success Support will report to the Manager, Campus Retail & Resource Services and assist with providing front-line and virtual customer service to support students with learning resources, including but not limited to, student academic required purchases, eText program inquiries, and return/exchange requests. This position will also support back-end functions, including sponsored student and invoicing verification.

Successful candidates will be required to work on site, 5 days per week, Monday 9:00am – 1:00pm and Tuesday to Friday, 9:00am-2:00pm, at the Doon Campus located at 299 Doon Valley Dr. in Kitchener.

Responsibilities

- Gathering information through various platforms, including personalized booklists, course outlines, SIS, and Bookware
- Reviewing and investigating student’s concerns and offering solutions
- Clearly outlining solution-based next steps and offering resources to students
- Investigating and processing requests for returns and exchanges in accordance with Bookstore policies and processes
- Communicating with proper course material team members appropriately when escalation is required
- Identifying potential impacts of student questions and escalating to Manager, Course Material Services when appropriate
- Verifying sponsored student requests
- Inputting sponsored students into the Bookware system




- Verifying invoices and sending them to the Manager of Course Material Services for approval
- Running reports and providing analysis when required
- Following up with vendors for outstanding payments
- Communicating procedural information to students and staff in a professional manner including, but not limited to, how to order textbooks online, general bookstore information including hours of operation and pick-up locations, and explaining internal Order Process procedures
- Assisting on the floor as required for break coverage, peak periods, and special events
- Processing sales through the Point of Sale (POS) system and Grand River Transit (GRT) bus passes
- Providing high-quality customer service in an energetic, courteous manner
- Troubleshooting questions and concerns from the Conestoga community
- Answering face-to-face questions and concerns

Qualifications

- A one-year post secondary certificate in Business, Arts, Client and Customer Relations, Social Sciences or a related field is required
- Minimum one year of experience in a customer service, retail, administrative, or client support role, with demonstrated ability to respond to inquiries, resolve issues, and provide solution-focused service
- Previous experience in a busy retail and/or customer service environment is an asset
- Excellent communication skills and the ability to understand customer needs
- Excellent customer service and relationship-building skills
- Proficient in active and holistic problem solving to consider all pieces of information and efficiently determine a resolution
- Ability to learn current technology and utilize it to support students and customers through purchasing, returns, and exchanges

📌 Part-Time Bookstore Customer Success Support (Kitchener)
🏢 Conestoga College
📍 Kitchener