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 prospect 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

📌 Student Services Associate (Mississauga)
🏢 Njoyn
📍 Mississauga