Accountable to the Assistant Service Manager, the Co-op Service Specialist is responsible for providing proactive, student- and employer-focused exceptional front-line service in a variety of formats (i.e. in-person, telephone, email, webcam) to our diverse University of Waterloo population. The range of services that the Specialist will be representing is wide and varied, including answers about student co-op records, core employment processes, WaterlooWorks functionality and general issue resolution. They provide general guidance on co-op guidelines, policies and processes, and triage and troubleshoot interview day issues, conflicts and webcam technology. As the first point of contact, the successful candidate must provide a professional and customer centered approach when dealing with stakeholders. This position handles each interaction professionally, effectively, empathetically and in accordance to the University’s values in regards to diversity, accessibility and inclusion.
Requirements and specific accountabilities associated with each level of the Co-op Service Specialist role are documented in the Co-op Service Specialist Advancement Criteria.
There are 2 positions available.
Acting as the first point of contact for many Co-op inquiries, this position supports students and employers by providing information and assistance in an accurate, friendly, empathetic, client-focused, and timely manner
Deliver service to clearly defined and agreed-to standards (e.g. impression management, ease-of-interaction, triage excellence, one-and-done, response time, accuracy, completeness, consistency)
Triages the nature and complexity of inquiries and determines actions to be taken, advising stakeholders as appropriate, and ensuring WW student interactions are updated appropriately
Responsible for accurately interpreting appropriate co-op procedures and guidelines to assess stakeholder need and recommend next steps including Centre for Career Action (resource, program or service), escalation to the appropriate Co-op service team member or other departments on campus
Provide guidance to employers on Co-op ranking process and how to best optimize success during the match
Proactively looks for ways to enhance student’s and employer’s co-op experience beyond immediate request by being knowledgeable of alternative options and resources available
Triage CEE Hub requests regarding WaterlooWorks access for various stakeholder groups, assist with routine requests (e.g. password resets, employer job posting, student applications, etc). Troubleshoot interview day services, primarily call centre and meeting room readiness
Administration, Operations, and Systems Support
Ensure IDS readiness in preparation of next day interview success, informing staff daily of upcoming shifts and all communications to staff on a daily basis regarding IDS shifts and logistics (including nuances in schedules, room requirements, keys, etc)
Provide support and backfilling as needed to balance resources between all Service Team roles including Interview Day Services, Employer Information Sessions, and CEE Hub as well as between all Co-op Services Specialists. Service team staff members will be trained to assist with managing workload across the team by taking on temporary, additional work for a limited time
Assist with administrative tasks working closely with various areas within Co-op Services
Provide support for selected student and employer services. Examples include, but are not limited to: employer tax credits, employer supervisor changes, interview conflicts, missed interviews, work term evaluation inquiries
Ensure building is accessible prior to core business hours, maintain working relationship with external security personnel, and relay relevant information to all CEE staff to facilitate a smooth experience for students and employers
Manage student requests, during non-peak times, for building use to maximize study space usage
Attend team meeting identifying procedural problems, offering suggestions for improvement of services and recommending changes
Knowledge, Expertise, Mentorship, and Documentation
Participate in ongoing training and documentation review to create a deep knowledge base in all areas of Co-op
Organize and conduct once per term training for full time, part time, casual staff, as well as co-op students in procedures and service expectations for all Interview Day Service stations
Regularly review all documents for completeness and accuracy, ensure process changes are clearly documented and communicated to all team members
Monitor CEE Hub requests to identify issue trends and areas of opportunity for process improvement and/or communications to stakeholders
Understand and support the various technologies (WaterlooWorks, multiple webcam platforms, paging system) and core employment processes that Co-op utilizes in order to identify opportunities for continuous improvement and enhancement of services
Mentorship of casual and part time staff to ensure communication, process changes and delivery of information is comprehensive to ensure Interview Day success for employers and students
Supervises co-op students to ensure the delivery of results through providing information and context needed to be effective in the role. Includes hiring the best available co-op students, setting goals and expectations, developing effective team dynamics, holding co-op students accountable for performance through formal and informal methods
Monitors or delegates work to casual staff/co-op students within the Service team, when applicable
Leads or supports projects and initiatives within the Co-op Services unit
Proactively looks for ways to enhance the stakeholder experience (includes students, employers, staff)
Completion of some post-secondary education required, University degree preferred
Equivalent combination of education and/or experience will be considered
1-2 years of customer service and/or office experience, preferably in a post-secondary environment
Experience using WaterlooWorks an asset
Intermediate skills in Microsoft Office suite
Knowledge of Core Employment Processes, co-op programs, policies and guidelines an asset
The successful candidate will be customer service oriented, take initiative and ownership to resolve problems, and will have strong written and verbal communication skills. Ability to build strong relationships with CEE Staff, Security Services, and many other internal & external UW contacts
Works well independently and in a team environment, with the ability to balance workload in both peak and non-peak times
Must be flexible and adaptive to changing priorities and demands conducive of a work environment where change is dynamic
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 firstname.lastname@example.org or 519-888-4567, ext. 45935.