University of Waterloo

Client Support Representative

Requisition ID 2021-6687
Job Category
Career Services
Department
CEE - Co-operative Education
Employment Type
Temporary
Time Type
Full-Time
Hiring Range
$43,934 - $54,918

Overview

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.

Responsibilities

Provide an exceptional customer experience for all CCA clients. 

  • Ensure every CCA client experiences a positive, safe, timely, inclusive, barrier-free and welcoming interaction with the front desk 
  • Employ active listening skills, triage methodology and robust knowledge of CCA resources to assess diverse client needs, resulting in individualized recommendations for service access 
  • Be solutions-focused when faced with challenging situations such as being unable to meet client needs, or helping to reschedule conflicting or cancelled appointments/workshops 
  • As a CCA teammate, work collaboratively with all Career Leaders and Career Advisors to facilitate a positive client experience from check in to check out 
  • Respond to stakeholder (staff, faculty, parents, employers, campus visitors, etc.), team and client inquiries via email, phone, live chat, WaterlooWorks or in person in a timely manner. Ensure clear, responsive and inclusive communication in all interactions. 
  • Support clients in ‘next destination success’ by helping them navigate campus resources, processes, and policies. Whenever possible, liaise with other units to facilitate support hand offs, improving the overall student experience.  
  • Be tactful and diplomatic when escalating client concerns within CEE or across campus; respect confidentiality and maintain the dignity of the client at all times

 

Administrative coordination and resource allocation.

  • Provide administrative support for the Centre and the team (e.g. conducting inventory of appointment and workshop materials and ordering supplies
  • Troubleshoot database issues and implement process improvements for better service delivery
  • Coordinate co-op consult and drop-in scheduling for team of 20+ Career Advisors and Career Leaders using excel and WaterlooWorks
  • Support CCA staff with appointment, drop in, workshop and event rescheduling when cancellations arise. Act as a liaison between CCA and clients in communicating rebooking procedures and administer as needed  
  • Manage and record cash/debit/credit payments for workshops, assessments, and alumni appointments 
  • Send appointment follow-up communication to clients using WaterlooWorks
  • Reconcile P-card expenses on monthly basis

 

Be a team leader for CCA front desk services 

  • Manage the CCA career resource library including maintaining inventory, liaising with central Library staff, updating and administering all processes related to lending, communicate with clients regarding loaner items, gather feedback from Career Advisors regarding resource library and suggest updates to collections to meet evolving needs 
  • Participate in hiring student staff that support front desk operations 
  • Lead onboarding and training of front desk team on a termly basis 
  • Create a supportive and collaborative team environment where all staff and student-staff feel comfortable asking questions 
  • Participate in CCA onboarding procedures, educating new staff about desk operations and building relationships for effective client support 
  • Consult with CCA subteams on triaging needs, adjust front desk service delivery to meet these needs 
  • Advise CCA management team on service delivery trends, escalate wait list needs when demand outweighs available appointment supply 
  • Optimize front desk procedures and available booking technology in order to improve the CCA customer experience 
  • Educate CCA staff and other service partners about common client challenges or recurring student needs that present at the desk 
  • Represent front desk services on internal committees and working groups. Share knowledge and seek feedback on the CCA customer experience
  • Participate in cross campus committees that seek to streamline front desk services across units, thereby maximizing the student experience 

Qualifications

  • College diploma, equivalent education and/or experience; university undergraduate degree preferred
  • 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 

  • Occasional evening/weekend work is required

Equity Statement

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 hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.

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