University of Waterloo

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Customer Service and Office Assistant

Customer Service and Office Assistant

Requisition ID 
2018-2392
Job Category  
Customer Service
Department 
5431 - SSO - AccessAbility Services
Job Status 
Temporary Appointment (Contract)
Hiring Range 
$22,230- $27,787

More information about this job

Overview

Term: 1 year, 21 hours/per week

 

This role is contingent on funding.

 

The Customer Service and Office Assistant is accountable to the Customer Service Coordinator, AccessAbility Services, and is responsible for all activities related to the Front Desk. As a front-line staff member, the Customer Service and Office Assistant is responsible for providing information, resources and outstanding customer service to students, staff, faculty, and parents who connect with AccessAbility Services. 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.

Responsibilities

Customer Service Support

  • Provides professional, timely, accurate and exceptional customer service to potential and current students, staff, instructors, 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
  • Exceptional direct customer service related to booking and managing appointments
  • Act as a resource to all staff/students contacting AccessAbility Services
  • Use knowledge of University to ensure students are directed to appropriate campus support services and resources, particularly when supporting students in distress
  • Escalates inquiries as necessary to appropriate subject matter experts

 

Office Administration

  • Answering phones, taking messages, directing calls, and answering general questions
  • Monitoring and responding to inquiries made to the AccessAbility Services general email account and general voicemail box
  • Appropriately using and maintaining confidential health and education records
  • Organizing and maintaining filing system (includes confidential medical and educational records)
  • Maintaining an orderly front desk ensuring confidentiality of student files and documents
  • Utilizing basic word processing, spreadsheet and database computer applications
  • Assisting in the preparation of client appointments, including pulling client files
  • Providing administrative support to all areas of AccessAbility Services as required and effectively completing any additional tasks
  • Keeping a record of student-related documents delivered to AccessAbility Services and archives or disposes of documents as appropriate
  • Observe daily interactions, concerns, and general inquiries and suggest ways for AccessAbility Services to improve interactions with students
  • Record and track daily in-office activity and produce monthly reports outlining activity, trends and suggestions for improvement
  • Maintain inventory of supplies and equipment
  • Provide administrative support to all areas of the AccessAbility Services as required

Qualifications

  • Post-secondary degree or certificate in relevant field or equivalent education and/or experience
  • Experience in customer service and/or office administration
  • Experience providing guidance and direction to others
  • Demonstrated ability to interact effectively and courteously with customers through various outlets including telephone, in-person and email  
  • Demonstrated experience working with individuals with unique needs and experience or training in dealing with students in crisis and securing appropriate support
  • Previous experience in a secondary or post-secondary school work environment is preferred
  • Demonstrated ability to perform basic system administration tasks in an information system is preferred
  • Intermediate computer literacy with Microsoft Word, Excel, Outlook and basic computer literacy with PowerPoint
  • Exceptional client service orientation, unwavering friendliness, professionalism and assertiveness
  • Demonstrated commitment to teamwork
  • Attention to detail and accuracy
  • Ability to remain flexible
  • Ability to respond to competing demands in a fast-paced environment
  • Maintain a high standard of public relations at all times
  • Manage a high work demand and meet deadlines
  • Exercise judgement and discretion when handling confidential and sensitive information
  • Excellent interpersonal and communication skills
  • Strong organizational and attention skills