Job Description

Description :

Position: Administrative Services Officer - 12-month contract
Division: Digital Learning
Salary Range: $47,356.40 - $52,747.91
Reports To: Manager, Customer Experience
Location: Toronto, Yonge & Eglinton (on the Yonge subway line)

TVO Media Education Group ( ) is a social impact organization at the intersection of digital learning, journalism, and immersive storytelling. As creators of award-winning content, we are on a journey to build a more informed, knowledgeable, and educated Ontario. We are unapologetic about our purpose \xe2\x80\x94 everything we do is about inspiring learning that changes lives and enriches communities. That is our why.

A Culture of Inclusion and Belonging

At TVO we welcome the unique contributions that you can bring. We foster an environment where everyone is heard, feels valued and has an equal opportunity to reach their full potential. We are committed to learning, and we learn better together with a diverse team of employees that are respected, valued, and encouraged to bring their authentic selves to work every day. With this goal in mind, at TVO we celebrate individual differences, knowledge, self-expression, and talent. At TVO, we recognize the importance of using anti-oppression practices, both within our organization and in our content.

We encourage applications from those belonging to underrepresented groups as well as all other qualified candidates.

Who We Are

As part of an ambitious new strategic vision, TVO.me is transforming itself and the digital learning and media landscapes. We know we are a better organization when we honour our commitments, when we thrive with diverse voices, when we value bold thinking, and embrace change. We understand and celebrate that we are better together.

We are proud to be named a Greater Toronto Top Employer of 2023, recognized for our work-life balance, mental health supports, company culture and flexibility. This is a testament to the impactful work we do for Ontarians everyday. It is also a reflection of how quickly we have responded to employee feedback about how, when and where they want to work.

The Opportunity

TVO\xe2\x80\x99s Independent Learning Centre (ILC) is the province of Ontario\xe2\x80\x99s partner in distance education. We are the largest online high school in Ontario and provide students with the opportunity to earn their Ontario Secondary School Diploma and Ontario high school credits. The main goal of the TVO ILC Administrative Support Team is to ensure all learners receive exceptional customer service throughout their student journey. Our team works within established Service Level Agreements (SLAs) at registration, enrollment and course completion in support of the academic success of all learners.

How you will make an impact

• Provide front-line customer service to current and prospective students via phone and email regarding application, registration, enrollment, course completion, ILC policies and processes

• Ensure follow-up and resolution of students\xe2\x80\x99 cases per service level agreements
• Process student registrations and enrollments, ensuring Ministry of Ontario and TVO ILC requirements are met
• Maintain and update TVO ILC\xe2\x80\x99s Student Information System, documenting in detail identified student concerns and solutions
• Collaborate and liaise with the Academic and Guidance Support Teams to optimize student success and experience
• Perform other duties as assigned

What you will bring to TVO

• A Post-Secondary Diploma or Degree is required.

• 1 to 3 years of experience in a contact center or customer service environment
• High developed interpersonal skills with demonstrated experience providing exceptional customer service to diverse groups
• Excellent judgement, problem-solving abilities, organizational and conflict resolution skills
• Proven ability to work in a team environment
• Accurate data entry skills with great attention to detail
• Proven technological skills and experience working with customer relationship management software applications, MS Office Suite of applications, customer/student information systems and telephony platforms
• Great degree of comfort working in a fast-paced environment
• Highly developed oral and written English communication skills
• Additional language skills are an asset, including but not limited to French, Chinese, Spanish, Hindi, Bengali, Punjabi, Arabic and Korean
• Candidates must be available to work a 35-hour work-week with shifts between the hours of 9:00am to 8:00pm, including weekend availability

TVO.me & YOU

We are a learning organization. It is at the core of everything we do, and each individual at TVO.me invests deeply in our own learning while elevating each other\xe2\x80\x99s knowledge. Whether through peer-to-peer learning, workshops or lunch and learns, who make up a team transforming the digital learning and media landscapes. (benefits, hybrid work, vacation pay)

At TVO.me, we roll up our sleeves every day, adapting to change, and working cross functionally with great teams and experts in their respective fields. Collaboration is the fuel of our organization and what enables our progress.

We would be thrilled to have you join us. We\xe2\x80\x99re a tight-knit community \xe2\x80\x93 whether you are a rookie or a seasoned veteran, you will get to meet, work with, and be supported by diverse colleagues at all levels. Maybe you\xe2\x80\x99ll even get to meet Polkaroo!

Come build with us.

TVO Media Education Group is funded primarily by the Province of Ontario, and is a registered charity supported by thousands of sponsors and donors. Find and follow us on: YouTube (@TVO), Twitter (@TVO), Facebook (@TVO), and Instagram (@WeAreTVO).

We invite you to submit your application by July 5, 2023 at 5:00 p.m. Not sure you have everything we\xe2\x80\x99re asking for, but know you can make a big impact? Tell us your story and we will be happy to consider you.

To learn more about us and our culture, please visit us at .

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process (e.g., including alternate formats of materials, accessible meeting rooms). If you are seeking accommodations during the application or interview process, please advise us as soon as possible so that appropriate arrangements can be made by sending your request to .

TVO