Preference will be given to qualified employees, as defined in the Full-Time Support Staff Collective Agreement. Should a suitable candidate not be found, external candidates will be considered.
Reporting to the Manager, Service Excellence, the Student Service Associate (SSA) serves as the initial point of contact for Sheridan community members, including prospective students, current students, alumni, faculty, staff, and guests. The primary purpose of the role is to deliver an exceptional service experience that enhances the student journey and contributes to student success.

As a member of the Service Excellence team, the successful candidate brings a genuine passion for helping others and a commitment to creating meaningful student experiences. They understand that every interaction is an chance to foster a sense of belonging, build trust, and strengthen connections within the Sheridan community. Through a welcoming, inclusive, and student-centred approach, they help ensure community members feel valued, respected, supported, and confident in navigating their Sheridan experience.

In this front-facing Tier 1 role, the SSA focuses first on understanding the needs of each individual and delivering responsive, empathetic, and solution-oriented service. To support this objective, they provide accurate information, answer questions, resolve general inquiries, and connect individuals with the appropriate resources, services, or escalation pathways when required. The SSA supports a diverse range of interactions, including in-person support through Service Hubs, phone support, live chat, as well as service development and knowledge management activities.

Through an integrated service model,



Tier 1 staff serve as the centralized point of contact for the Student Services Division. Leveraging their knowledge of Sheridan services, processes, and policies, SSAs provide consistent, efficient, and accurate support aimed at creating positive service experiences and successful outcomes for students.

What You'll Be Doing

- Establishing a positive first point of contact experience for all visitors to the Service Hub;
- Providing front-line, in-person, professional customer service to support a seamless experience;
- Guiding students through Sheridan processes (i.e. registration, fee payment) and systems (i.e. SIS, booking systems);
- Maintaining accurate case records of all prospect interactions in the Customer Relationship Management (CRM) database for future recruitment initiatives;
- Possessing in-depth knowledge of Sheridan's programs, processes, workflows, and services;
- Reviewing student record (SIS) to gather additional insight on student status, question or issue;
- Assisting in accessing Tier 2 support via self-service appointment booking or direct referral in queue;
- Making appropriate and timely referrals to other areas of the College (e.g.: Financial Aid & Awards; Student Advisement; Faculty, Onecard, Library, Security, etc.);
- Conducting initial assessment, investigation, and troubleshooting of related to student service processes,



resolving issues within scope and escalating more complex matters as required;
- Responding to assigned Student Services cases within established service standards (i.e.: typically 2-3 business days), thereby ensuring a positive student experience.
- Maintaining the highest standards in regard to confidentially, enforcing the Freedom of Information and Protection of Privacy Act (FIPPA) and Ontario Student Assistance Program (OSAP) standards;
- Providing multichannel support to meet varying communication preferences;
- Supporting in the creation of training manuals, how-to guides, standard operating procedures and troubleshooting documentation;
- Providing feedback to leadership on trends/patterns/streamlining processes;
- Reviewing recurring questions and/or issues causing friction or pain points in the student experience;
- Performing other related duties as assigned.

About You

You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to anti-oppression, equity, and inclusion.

You have a highly collaborative spirit and interpersonal skills with the ability to work with others to support establishing and achieving collective goals.

You are a student/client-centered individual with a passion for facilitating student success and enhancing the student experience.

You have excellent written and verbal communication skills, and ability to present to diverse audiences and communities.

The successful candidate will also meet the following requirements:

- 2-year Diploma in Social Sciences, Business, Public Relations or related field;
- Minimum 2 years of experience in an educational or business customer service environment (or a

📌 Student Services Associate (Brampton)
🏢 Njoyn
📍 Brampton