Customer Service Representative (CSR) – Welcome Centre

Welcome Centre Customer Service Representative (CSR)

SAIT is a global leader in applied education and an institution that empowers employees to make a difference in the lives of our students. Building on more than a century of history, we are looking for innovative employees wanting to create a future with us. As part of our team, you are encouraged to be bold and inventive, bringing new ideas to the table. Change excites you.

SAIT offers the chance to do work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers. We develop leaders in the classroom and our workspaces, encouraging lifelong learning for both students and employees.

Your future starts now … at SAIT.

We are looking for individuals who align with our commitment to excellence and who demonstrates: a growth mindset through curiosity, creativity, and collaboration; leads with a world-class customer experience mindset; is dynamic and responsible to the needs of stakeholders, speed and agility are critical; someone who embraces trial and error as an important part of learning.

The Opportunity

As the first face of SAIT, the Welcome Centre Customer Service Representative (CSR) delivers warm, professional, and knowledgeable support to students, alumni, staff, faculty, and the public. This dynamic role involves triaging inquiries, guiding guests through SAIT's services, and supporting recruitment and events. CSRs create lasting first impressions while embodying SAIT's commitment to service excellence and student success. Strong communication, critical thinking, and sound judgment are key to thriving in this fast-paced, people-focused environment.

The Role

• Act as the first point of contact across multiple channels (phone, email, chat, in-person).
• Assess and triage inquiries, guiding students to appropriate services.
• Foster a welcoming, inclusive, and professional environment aligned with SAIT values.
• Support recruitment, tours, orientation, and major events (Convocation, Open House).
• Operate and plan Welcome Centre pop-ups and high-traffic events.
• Provide accurate, timely support for enrolment, progression, graduation, and general inquiries.
• Maintain strong knowledge of SAIT services and student lifecycle.
• Resolve concerns and escalate complex issues appropriately.
• Log inquiries, document triage processes, and maintain case notes.
• Contribute to FAQs, self-service tools, and CRM prospect tracking.
• Support mentorship and training process of new staff, ambassadors, and volunteers.
• Collaborate cross-departmentally to resolve inquiries and enhance student success.
• Recommend service improvements and demonstrate respect for all through intercultural communication and ongoing learning (e.g., equity, diversity, and inclusion; digital literacy).
• Provide input and feedback on KPIs, performance metrics, and evaluation tools to support continuous improvement.
• Uphold SAIT policies, POPA guidelines, and protect student data.

Qualifications & Experience

• Diploma in Business Administration, hospitality, administrative information management, marketing, communications, or related fields
• 1-2 years in a customer-facing role, preferably in education, hospitality, or retail
• Equivalent combination of experience and education may be considered

Skills Required

• Strong written and verbal communication
• Public speaking proficiency
• Service-oriented with hospitality expertise
• Excellent organizational and time management skills
• Self-managed with minimal supervision required
• Calm and professional under pressure
• Inclusive mindset with intercultural competence
• Quick learner with digital dexterity across systems and technologies
• Resilient and consistently positive attitude

Equity, diversity and inclusion (EDI) is essential to achieving SAIT's vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

SAIT is committed to supporting persons with disabilities throughout the recruitment process. We will work with applicants to provide accommodations upon request to the Talent Advisor.

To Apply

Please apply using Chrome, as applications are only supported using Chrome on desktop. To continue with the online application process click on the Apply For This Job button or use your LinkedIn profile. All applications should be made through our online system. By using this system to apply for this position, you agree that your candidacy will be visible to all hiring managers at SAIT. If you have concerns about this, please contact working@sait.ca. Please do not apply to this email address — all applications should be made through our online system.

BEWARE FALSE POSTINGS AND RECRUITING OFFERS

The Southern Alberta Institute of Technology (SAIT) has been made aware of individuals or organizations posing as SAIT using false SAIT postings to attract job seekers and collect personal information.

Please be aware that SAIT will never request information beyond what is required for a resume. SAIT will never ask for sensitive personal information such as birthdates, banking, social insurance or health care account information for our application process.

Career opportunities at SAIT will always be posted on the SAIT career site. If you are uncertain about the validity of a posting or offer, please forward the suspicious posting to working@sait.ca.