12126 - Client Support Represenative

Department
Centre for Career Development
Employment Type
Temporary
Time Type
Full-Time
Hiring Range
$41,240 - $56,022
Job Category
Administration
Job Location : Location
CA-ON-Waterloo

Term: 20 months

The Client Support Representative provides a welcoming orientation to all front desk interactions appropriately solving the issue or referring to the right resource. Solving the issue often includes assisting clients with finding appropriate resources from the print collection and/or suggesting appropriate workshops, events or individual advising options. Administrative support for workshops and presentations and other projects as assigned.

Welcoming orientation to all front desk interactions, ensuring service meets or exceeds defined standards

• Deliver service to clearly defined and agreed-to standards (e.g. impression management, ease-of-interaction, triage excellence, one-and-done, response time, accuracy, completeness, consistency)
• Ensure inbound questions (in person, phone, and email) from students and employers are answered appropriately (immediately, after further action, or forward to appropriate person)
• Assess stakeholder need and recommend next steps including appropriate Centre for Career Action resources, program or service, off campus Co-operative Education staff, Faculty Undergrad offices, other departments on campus, or external resources

Administrative coordination and resource allocation

• Provide administrative support for the Centre and the team (e.g., shelf reading, conducting inventory of materials including handouts, ordering supplies, providing guidance to student volunteers, electronic communications and workshop support)
• Manage drop-in scheduling with MS Access; troubleshoot database issues and implement process improvements for better service delivery
• Coordinate appointment scheduling for team of 10+ advisors using MS Outlook
• Manage and record cash/debit/credit payments for workshops, assessments, and alumni appointments
• Send appointment surveys to all clients using Qualtrics
• Reconcile P-card expenses on monthly basis

Event assistance

• Book rooms and manage other administrative tasks for panels, presentations, workshops, and other projects as required
• Coordinate workshop/panel sign advertisements and monitor scheduling conflicts

• College diploma, equivalent education and/or experience; university undergraduate degree preferred
• 1+ years of customer service experience including demonstrated experience dealing with difficult clients, deescalating emotionally charged situations, and resolving client issues in a timely and effective manner
• Previous experience in a university work environment is preferred
• Experience working with international students preferred
• Experience with Qualtrics is preferred
• Requires effective probing and triaging skills in order to resolve issues with advisors, staff, alumni and students
• Must have a superior customer service orientation and strong communication skills
• The Service Representative needs to listen effectively to determine level of urgency and triage client need appropriately
• Demonstrated computer literacy MS Outlook, Word, Excel and PowerPoint; knowledge of MS Access database an asset; high level expertise with employment system (such as WaterlooWorks) is preferred
• Ability to quickly learn new communication software
• Ability to build strong relationships with all staff and many other internal & external UWaterloo contacts
• Understands the concept of customer service while being cost effective and ensuring employers, alumni, staff and students self-serve when appropriate
• Demonstrated ability to work well independently and in a small and large team environment
• Ability to apply a high degree of judgment to resolve a large volume of matters relating to day-of booking issues, student and employer concerns regarding Co-operative Education and CCA policies and procedures, and prospective student/parent queries
• Understanding of the needs/wants of the student population

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.