Term: 10 months
The Receptionist is accountable to the Operations Coordinator, AccessAbility Services, and is responsible for reception duties related to the Front Desk. As a front-line staff member, the Receptionist is responsible for scheduling appointments, providing information to clients, and offering 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.
Provides exceptional customer service to students 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
Answers phones, takes messages, directs calls, and answers ‘tier 1’ (general) questions
Responds to select inquiries made to the AccessAbility Services general email account
Escalates inquiries as necessary to appropriate subject matter experts
Use knowledge of University to ensure students are directed to appropriate campus support services and resources
Directs traffic flow within AccessAbility Services
Appointment scheduling and support
Greets and checks-in clients who arrive for appointments
Supports short-notice staff absences by rescheduling appointments
Assists students with completing required forms for their appointments (e.g., consent form), ensuring the forms are appropriately uploaded to a student’s record
Assists in the preparation of client appointments, including pulling client files when needed
Handling confidential information
Appropriately handles confidential health and education records (receives and uploads documents to AAS system)
Organizes and maintains filing system (includes confidential medical and educational records)
Maintains an orderly front desk ensuring confidentiality of student files and documents
Keeps record of student-related documents delivered to AccessAbility Services
Experience in customer service
Experience working with individuals with disabilities, and securing appropriate support for persons in a crisis, is an asset
Previous experience in a secondary or post-secondary school work environment is an asset
Demonstrated ability to perform basic reception duties
Basic computer literacy with Microsoft Word and Excel and basic computer literacy with PowerPoint
Exceptional client service orientation, unwavering professionalism
Demonstrated ability to work collaboratively in a diverse team
Attention to detail and accuracy
Ability to remain flexible and respond to competing demands in a fast-paced environment
Exercise judgement and discretion when handling confidential and sensitive information
Excellent interpersonal and communication skills
Strong organizational and attention skills
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.