Position Purpose and Summary
The Front Desk Assistant, Service Hub – TWU Richmond campus serves as a central access point for university services at TWU. This role provides front line support by answering some basic questions through phone, email, ticketing systems, chat, and in person interactions at the front desk.
The role provides frontline service at the Richmond campus while actively contributing to centralized Service Hub functions, including resolving Tier 1 service requests through the online ticketing system, supporting shared service queues, and providing phone coverage as needed. Working under the guidance of the service hub staff, the Attendant helps maintain a welcoming, responsive, and professional front desk experience.
Key Areas of Accountability
- Serve as the primary Service Hub representative at TWU Richmond
- Welcome students, faculty, staff, and guests in a manner reflective of TWU’s culture and mission
- Respond to walk-ins, switchboard calls, general inquiries in person, by phone, and online while upholding SLAs
- Maintain professional presence and service consistency aligned with Service Hub Standards
Key Interactions
Reports: Not Applicable
Reports to: Customer Service Manager, Service Hub
Job Standards and Requirements
Knowledge and Skills:
- Excellent communication both in person, written and over the over the phone (In English)
- Able to problem solve
- Detail-Oriented, strong organizational skills
- Self -starter, able to work independently
- Administrative experience or call center experience would be considered an asset.
