Information Services Representative - University of Toronto, Toronto

About the role

Hart House functions as a centre for experiential education outside the classroom at the University of Toronto, serving as a vital space where students, faculty, staff, alumni, and members of the broader community connect. Operating from a historic facility on the St. George campus, Hart House offers a wide range of services through a social enterprise model. The Information Services Desk serves as a dynamic focal point for administrative functions, sales, and providing general information about Hart House and the university to a diverse community.

The Information Services Representative is directly supervised by the Manager, Information & Customer Service, working in close collaboration with Information Services Associates and the Fitness, Wellness and Recreation team to facilitate strong customer service across building service points.

Your impact

As the first point of contact for general inquiries, you will be providing routine and detailed information on programs, events, and eligibility requirements while supporting the broader Information Services team.

• Acting as the first point of contact for general inquiries, providing routine information on programs, events, and eligibility requirements
• Applying established standards when responding to emergencies and redirecting inquiries as appropriate
• Booking rooms and arranging accommodations, ensuring efficient and appropriate use of spaces
• Resolving minor complaints within the scope of the role and referring larger issues to the appropriate channels
• Checking eligibility of students to access the facility and maintaining control over the distribution of access to designated University spaces
• Supporting the Information Services team in providing information on programs and services to internal and external contacts
• Assisting with registrations, maintaining databases, generating reports, conducting regular checks and balancing financial transactions against sales
• Serving as a resource to others by providing non-supervisory administrative guidance

Skills and experience

To qualify for this position at the University of Toronto, candidates must meet the following essential qualifications and possess a strong commitment to equity, diversity, and inclusion.

• High School Diploma or acceptable combination of equivalent experience
• Minimum of two years of experience in customer service
• Minimum of one year of experience in a high-volume, multi-service customer service environment involving cash/point-of-sale transactions, scheduling/reservations, and in person conflict resolution
• Demonstrated experience with providing job-related guidance to others
• Demonstrated experience de-escalating conflict with members of the public, including handling complaints, denying access/service when policy requires it, and managing frustrated or distressed patrons
• Excellent personal and human relation skills
• Computer skills required including Microsoft Office Suite and keyboarding skills
• Familiarity with or ability to quickly learn Fusion software to maintain membership database and online registrations
• Ability to work collaboratively and professionally as part of a team while also being capable to work independently when required
• An energetic individual who enjoys the challenge of work in a dynamic environment
• Excellent customer service, interpersonal skills, good judgment and initiative
• Strong sales orientation
• Accuracy along with the ability to multi-task is essential
• Demonstrated commitment to equity, diversity and inclusion in all work responsibilities and in collaborative workplace practices
• Fluent in written and spoken English
• Ability to work under pressure
• First Aid/CPR Training is required and will be provided