Term: 18 months
The Client Support Representative ensures that every client’s experience with CCA is positive, welcoming, safe and inclusive. The Client Support Representative triages all front desk interactions, appropriately solving the issue or referring to the right resource. The Client Support Representative helps lead front desk services for CCA, ensuring smooth operations.
Provide an exceptional customer experience for all CCA clients.
Administrative coordination and resource allocation.
Be a team leader for CCA front desk services
Customer service experience including demonstrated experience deescalating emotionally charged situations, and resolving client issues in a timely and effective manner
Previous experience in a post-secondary work environment is preferred
Experience supporting diverse stakeholder groups (undergraduate students, graduate students, post docs, staff, faculty, alumni) with intersecting identities (e.g. Indigenous; equity seeking) is preferred
Requires effective triaging and critical thinking skills in order to resolve issues with advisors, staff, alumni and students
Must have a superior customer service orientation and strong communication skills
Ability to build trust and rapport with diverse groups quickly
Ability to apply superior active listening and communication skills to assess client needs
Demonstrated computer literacy MS Outlook, Word, Excel and PowerPoint; high level expertise with employment system (such as WaterlooWorks) is preferred
Ability to build strong relationships with all staff and many other internal & external UWaterloo contacts
Demonstrated ability to work well independently and in a small and large team environment
Ability to apply a high degree of judgment and resourcefulness 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
Knowledge of the student life cycle and co-op recruitment cycle an asset
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.
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 Inuit/Inuk, 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 email@example.com or 519-888-4567, ext. 45935.