Please note there is a strong internal candidate for this role. This is a key front-line position within the Admissions and Recruitment Office providing initial and ongoing information and service to prospective students and their influencers. The assistant must be knowledgeable about all aspects of Mount Royal University, including but not limited to, admission policies and procedures, academic program offerings and dates and deadlines. General information related to the University is also required to respond to questions or make appropriate referrals. The incumbent must combine knowledge of the processes within Admissions and Recruitment with analysis of where the prospective student is within that process to direct and assist them in achieving their goal of successful admission. The Recruitment Assistant must consistently juggle in person service with telephone calls and extensive email communication while completing other administrative duties. This position is a full-time permanent role, working 35 hours per week. Responsibilities Provide accurate and complete information to prospective students. Must employ active listening skills to extract appropriate information to provide a relevant and accurate response. Service a wide variety of individuals from within and outside of MRU, resolving issues on the spot or within a very short time frame. Use exemplary customer services skills to convey information on admission requirements and program offerings to prospective students and their influencers. Interpret and dispense general information about University programs, services, policies, procedures and practices Provide accurate and complete information to prospective students Must employ active listening skills to extract appropriate information to provide relevant and accurate responses Maintain working knowledge of all functional areas within Enrolment Services and general understanding of other departments to provide information about and directions to other departments within the institution. Dispense forms and published information from Admissions and Recruitment and Enrolment Services. Gather information for referral to the Coordinator, Student Recruitment or the Director, Admissions and Recruitment on unique situations to ensure fair and equitable treatment of all applicants or for consideration of an exception if appropriate. Process general e-mail inquiries that come in through the automated email response system, EzRecruit and other email accounts, by responding directly to most inquiries and referring the remainder appropriately within Admissions and Recruitment or to other departments across the institution. Explain and apply procedures in a fair and equitable manner. Make evaluative decisions on the information provided by the prospective student/applicant and take appropriate action based on that information. Qualifications Two-year diploma or equivalent 12 - 18 months of previous related experience Excellent customer service and communication skills to serve a high volume of individuals on a daily basis Excellent interpersonal skills Excellent organizational skills (ability to handle continuous telephone, email and in-person traffic; multi-tasking) Understand why specific policies and procedures exist and be able to explain them fully to prospective students Computer literacy as well as keyboarding speed and accuracy Previous experience involving customer services related activities Ability to work independently and use a high level of independent judgement