The Receptionist is accountable to the Administrative Manager, and is responsible for reception duties related to the Associate Provost, Campus Support and Accessibility (AP, CSA) Office, with a primary focus on AccessAbility Services (AAS). As a front-line staff member, the Receptionist is responsible for scheduling appointments, providing information to clients, and offering outstanding customer service to students, staff, faculty, and parents who connect with AAS. This position, which is crucial to the smooth operation of the office, works with confidential information and handles sensitive information responsibly and in compliance with privacy regulations.​

Customer Service/Reception  

• Provides exceptional customer service to students and other stakeholders. This involves an awareness and sensitivity to a variety of disabilities that might cause disruptions, challenges, and disputes in the office or on the phone. 
• Answers phones, takes messages, directs calls, and answers ‘tier 1’ (general) questions 
• Responds to select inquiries made to the AccessAbility Services general email account  
• Escalates inquiries as necessary to appropriate subject matter experts 
• Use knowledge of University to ensure students are directed to appropriate campus support services and resources 
• Directs traffic flow within AccessAbility Services 

Appointment scheduling and support 

• Schedules appointments  
• Greets and checks-in clients who arrive for appointments  
• Supports short-notice staff absences by rescheduling appointments 
• Assists students with completing required forms for their appointments (e.g., consent form), ensuring the forms are appropriately uploaded to a student’s record 
• Assists in the preparation of client appointments, including pulling client files when needed

Handling confidential information 

• Appropriately handles confidential health and education records (receives and uploads documents to AAS system) 
• Organizes and maintains filing system (includes confidential medical and educational records) 
• Maintains an orderly front desk ensuring confidentiality of student files and documents 
• Keeps record of student-related documents delivered to AccessAbility Services 

• Postsecondary degree or certificate in relevant field and/or suitable combination of education and experience . Specific education or training in Office Administration, Business Administration, or related discipline is an asset 
• Experience in customer service  
• Experience working with individuals with disabilities, and securing appropriate support for persons in a crisis, is an asset. 
• Previous experience in a secondary or post-secondary school work environment is an asset.
• Demonstrated ability to perform reception duties 
• Strong computer literacy with Microsoft Word and Excel and basic computer literacy with PowerPoint 
• Exceptional client service approach, including the application of a trauma-informed, anti-oppressive approaches. Ability to manage strong emotions, offer support, and utilize de-escalation skills when necessary
• Demonstrated ability to work collaboratively in a diverse team 
• Attention to detail and accuracy 
• Ability to remain flexible and respond to competing demands in a fast-paced environment 
• Ability to exercise sound judgement and diplomacy and discretion when handling confidential and sensitive information 
• Excellent interpersonal and communication skills 
• Strong organizational and attention skills 
• Vulnerable Sector Check required

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+.

Positions are open to qualified candidates who are legally entitled to work in Canada. 

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.