Duties and Responsibilities:
Reporting to the Manager, Residence Desk Operations, the incumbent is responsible for the effective operation of Residence Mail Services and the Package Locker System. The incumbent is directly responsible for receiving, processing, and distributing mail and packages to approximately 4,000+ residence students and departments within the residence precinct.
Approximately 50,000 pieces of mail are processed annually.
The incumbent is responsible for providing timely and efficient delivery of all residence mail services. This includes the provision of information and services for students living in residence via inquiries in person, phone or email.
The incumbent is responsible for reporting statistics on all Residence Mail operations (number of items processed, received, picked up etc.). The incumbent is responsible for troubleshooting, tracking and reporting all technical system and package issues.
During the academic year (September through April), the incumbent assists with scheduling and task delegation of part time casual student Residence Mail Assistants.
In addition, the incumbent will assist Housing Services throughout the year as needed, ending mail volume. Due to the reduced student population during the summer months (May through August), the incumbent will relocate to the Residence Reception Desk for mail processing and providing administrative support.
Qualifications:
The incumbent must possess the following qualifications:
- Possess knowledge of the Canadian Postal Regulations as well as knowledge of university procedures, policies and regulations.
- Possess knowledge of clerical and office procedures, as well as good judgment, tact, diplomacy, and the ability to work independently.
- Have demonstrated computer skills, including experience with statistical reporting.
- Ability to work in a high traffic area with high volume of mail deliveries and constant disruption.
- Good time management, communication and interpersonal skills are essential.
- Patience and understanding are required to relate to the wide range of inquiries from students, staff and the general public.
- Possess administrative office experience with the ability to multi-task with a demanding workload and to work creatively and independently, employing good organizational skills, and the ability to solve logistical problems quickly.
- Have the capability to lift large and heavy parcels and mail bags.
- Have the capability to stand while sorting and distributing mail, as well as crouch, bend and reach arms above head.
- Proven ability to elicit and foster trust, develop positive working relationships and work effectively with other professionals is required.
- Excellent interpersonal skills are required to interact with students, internal/external clients, campus partners, and couriers from various delivery companies.
- Occasional overtime is required, and specific blackout periods will be in place throughout the academic year for vacation approval.
- It is expected that annual leave will be taken throughout the summer months (mid-May to early-August) to effectively support the day-to-day volume during the academic year. Occasional special requests will be considered on a case-by-case basis, pending there is limited impact to the operation.
Education and Experience:
The above is normally acquired through the completion of:
- A two-year college diploma, preferably in a field related to customer service or administration.
- A minimum of two years working in a front facing student and client service desk.
- The incumbent must have demonstrated technical experience working and liaising with external companies and campus partners, preferably with a mail receiving and delivery system.
- Experience should include setting up user profiles in the system, troubleshooting interface issues, resolving front-facing user issues, running reports, and sharing statistics.
- Demonstrated technical experience in database software and with the Microsoft Office suite is required.
HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.
