University of Waterloo

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Learner Support Representative

Learner Support Representative

Requisition ID 
Job Category  
5270 - Centre for Extended Learning
Job Status 
Temporary Appointment (Contract)
Hiring Range 
$41,377 - $51,721

More information about this job


Term: 12 months


Reporting to the Learner Support Supervisor, the incumbent is the first point of contact for the Centre of Extended Learning (CEL), and is responsible for a variety of tasks supporting University of Waterloo’s credit and Professional Development (PD) students.



  • Answer phones and inquiries; greet and direct students, instructors, clients, and visitors; and promote services where appropriate
  • Coordinate catering and refreshments for PD participants, ensuring that the training areas and lounge are kept presentable and well-stocked
  • Review and ensure classroom inventory levels are adequqte for upcoming courses


Student Support

  • Process PD course registrationsGenerate PD course evaluation summaries
  • Prepare course materials and reports for PDclassroom courses and corporate training
  • Print participation and program certificates
  • Update and maintain PD student records
  • Invigilate pre-university course exams; input pre-university marks into database; prepare proctored exam material and follow-up correspondence (with grade information to student, Admissions Office, and/or other universities)
  • Invigilate external exams


Financial Transactions

  • Verify monthly online class lists and reconcile invoice for payment
  • Prepare bank deposits (cash/cheque, Point-of-Sale terminal, and B credit card transactions) for funds received for PD, pre-university and partnership courses
  • Prepare quarterly invoices ( Transfer of Funds) and submit to Finance for reimbursement
  • Calculate and verify annual sales statistics for use in calculating pre-university royalty payments


Maintenance and Technical Support

  • Provide first level support for students using Waterloo systems, escalating when necessary
  • Assist with new system functionality testing
  • Open and close the Learner Services area
  • Verify audio visual and computer equipment in PD Training Rooms are working, troubleshoot when necessary

Clerical Support

  • Sort daily mail, and ship pre-university and course/program certificates
  • Take and transcribe minutes at bi-weekly staff meetings
  • Order office supplies
  • Create and update procedural documentation
  • On occasion, train casual staff

Assist in occasional projects to contribute to improvements in CEL and LS services

  • Provide assistance to exams when needed
  • Other duties as assigned, including special projects


  • University degree, preferably from the University of Waterloo, or relevant education and experience
  • Demonstrated experience providing superior and efficient client service and support in a high volume service industry, preferably within an educational environment. Evidence of superior business communications skills (written, digital and verbal).
  • Proven ability, through experience, to adapt and quickly learn new processes, programs, and applications in a fast-paced, continuously evolving environment. Strong knowledge of University of Waterloo/Centre for Extended Learning programs and offerings.
  • Experience with Waterloo LEARN, Quest, uWaterloo RT, websites, Agile and Bambora would be an asset
  • Familiarity with Waterloo admissions, registration, and finance policies and procedures, the Registrar’s office, Waterloo faculties and schools, and other support services
  • Intermediate computer skills in the use of Microsoft Office and SharePoint. Proven attention to detail and accuracy and experience with processing financial transactions, preparing bank reconciliations, and producing and reconciling invoices
  • Must be available to work during the hours of 8:00 am – 5:30 pm (staggered start and end times)
  • Occasional overtime in the evening and on weekends is required