Student Services Associate

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 opportunity 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 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: Student Affairs

Primary Work/Campus Location: Davis (may be assigned activities at any Sheridan campus)

Work Categorization: Resident Position | Fully on-site 5 days/week

Reference #: J0726-0973

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: November 1, 2026

First Nations peoples have lived on this part of Turtle Island for millennia, stewarding the land, the water and all that contributes to life in this region. Today, the culture and presence of First Nations, Inuit and Metis peoples enrich the lands and people of this territory.

Over two centuries ago, the Mississauga people welcomed settlers to this territory, providing sustenance and engaging in trade and commerce. Between 1781 to 1820, eight treaties were signed with the Mississaugas of the Credit First Nation who opened their territory to settlement. Today, Sheridan campuses are located on Treaty 14, also known as the Head of the Lake Purchase of 1806 and Treaty 22 and 23 of 1820.

Treaty history is foundational, and it is our collective responsibility to honour the land, as we 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 learning, working and thriving on this land, and we commit to learn the truth and be active in the process of reconciliation.

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 will provide job applicants with accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. To request accommodation, 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.