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 Manager, Service Excellence, the Student Service Associate (SSA) is the initial touchpoint or first point of contact for Sheridan community members (including prospects, students, alumni, faculty and staff) and guests. The primary focus of the role is to provide an exceptional level of service with the goal of enhancing the student experience. 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 recognize the important role that exceptional service plays in fostering a sense of belonging, building connections, and supporting student success. Through a welcoming, inclusive and student-centred approach, they help create an environment where students feel valued, respected and supported throughout their journey at Sheridan.
This front-facing, Tier 1 role is responsible for answering questions and resolving general inquiries by providing the appropriate information/solution or following the tier 2 escalation process. The SSA supports a diverse range of interactions, including In-Person Support / Service Hubs (with queue management system), Virtual Multichannel Support (i.e. phones, emails, live chats, social media), as well as Service Development and Knowledge Management support.
Through an integrated service model, the Tier 1 staff acts as the centralized point of contact for both the Office of the Registrar & Student Affairs portfolios. As such, SSA's provide consistent, efficient, and accurate Tier 1 support for admissions, events, registration/records, fees/payments, financial aid/awards, student services and supports.
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 (i.e. Faculty, Onecard,
- Library, Security, etc.);
- Investigating and trouble-shooting student record anomalies regarding admission, registration, graduation, fees, etc.;
- 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;
- Providing phone and live chat support for those seeking real-time assistance with their question or concern;
- Providing email response to inquiries received;
- Monitoring, reviewing, tagging and responding to social media channels;
- 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;
- Initiating proactive student outreach/campaigns with the leadership, as needed;
- Recommending workflow improvements for digital systems (i.e. chatbot);
- 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 an equivalent combination of relevant education and experience);
- Demonstrated commitment to service excellence, with a genuine passion for creating welcoming, inclusive experiences that foster student belonging and support student success;
- Demonstrated computer skills and experience in the Microsoft Suite, website content management, social media platforms, database management (creating, updating and report generating), Customer Relationship Management is preferred;
- Fluency in a second language other than English is also preferred;
- A commitment to the principles of empowerment, integration and inclusion, and demonstrated skills and ability in the following are required:
- Experience providing service to diverse populations, including international individuals;
- Responding to client needs in a sensitive and positive manner;
- Maintaining a high degree of confidentiality.
Who We Are
Every member of the Sheridan community is passionate about the transformational role we play in people’s lives. Our strategic plan,
Sheridan 2027: Forging the Future (https://www.sheridancollege.ca/sheridan2027), charts a path towards a new ground-breaking model of higher education that reshapes post-secondary education and better prepares students for the future. We are committed to demonstrably advancing equity, diversity and inclusivity. Diversity is our strength and fuels our commitment to excellence. Across our campuses, we’re making meaningful strides towards developing an equitable and inclusive community.
- For more information, visit: Why Work at Sheridan
Other Details
Faculty/Department: Office of the Registrar
Primary Work/Campus Location: Hazel McCallion (may be assigned activities at any Sheridan campus)
Work Categorization: Resident Position | Fully on-site 5 days/week
Reference #: J0926-0136
Employee Group: Support Staff – Permanent
Type of Vacancy: This is a replacement position
Payband: F
Hourly Range: $32.74 - $37.78
Hours/Week: 35
Hours: 8:30 am – 4:30 pm
Application Deadline: October 6, 2026
Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy. Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come. We are grateful for the opportunity to be working on this land.
Sheridan values the diverse and intersectional identities of its students, faculty, and staff. Sheridan regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. Sheridan seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from qualified candidates who have been historically disadvantaged and marginalized, including those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
Sheridan is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources.
You may be asked to provide copies of your educational credentials at the time of interview. Upon hire, we require official confirmation of educational credentials and Canadian equivalency assessments, if applicable.
Sheridan College uses AI-assisted tools (LinkedIn Hiring Assistant) to generate candidate recommendations. Final screening and hiring decisions are made by people.???????
