Client Support Represenative

Overview:
**Term: 20 months**

The Client Support Representative provides a welcoming orientation to all front desk interactions appropriately solving the issue or referring to the right resource. Solving the issue often includes assisting clients with finding appropriate resources from the print collection and/or suggesting appropriate workshops, events or individual advising options. Administrative support for workshops and presentations and other projects as assigned.

**Responsibilities**:
Welcoming orientation to all front desk interactions, ensuring service meets or exceeds defined standards
- 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)
- Assess stakeholder need and recommend next steps including appropriate Centre for Career Action resources, program or service, off campus Co-operative Education staff, Faculty Undergrad offices, other departments on campus, or external resources

Administrative coordination and resource allocation
- Provide administrative support for the Centre and the team (e.g., shelf reading, conducting inventory of materials including handouts, ordering supplies, providing guidance to student volunteers, electronic communications and workshop support)
- Manage drop-in scheduling with MS Access; troubleshoot database issues and implement process improvements for better service delivery
- Coordinate appointment scheduling for team of 10+ advisors using MS Outlook
- Manage and record cash/debit/credit payments for workshops, assessments, and alumni appointments
- Send appointment surveys to all clients using Qualtrics
- Reconcile P-card expenses on monthly basis

Event assistance
- Book rooms and manage other administrative tasks for panels, presentations, workshops, and other projects as required
- Coordinate workshop/panel sign advertisements and monitor scheduling conflicts

Qualifications:

- College diploma, equivalent education and/or experience; university undergraduate degree preferred
- 1+ years of customer service experience including demonstrated experience dealing with difficult clients, deescalating emotionally charged situations, and resolving client issues in a timely and effective manner
- Previous experience in a university work environment is preferred
- Experience working with international students preferred
- Experience with Qualtrics is preferred
- Requires effective probing and triaging skills in order to resolve issues with advisors, staff, alumni and students
- Must have a superior customer service orientation and strong communication skills
- The Service Representative needs to listen effectively to determine level of urgency and triage client need appropriately
- Demonstrated computer literacy MS Outlook, Word, Excel and PowerPoint; knowledge of MS Access database an asset; high level expertise with employment system (such as WaterlooWorks) is preferred
- Ability to quickly learn new communication software
- Ability to build strong relationships with all staff and many other internal & external UWaterloo contacts
- Understands the concept of customer service while being cost effective and ensuring employers, alumni, staff and students self-serve when appropriate
- Demonstrated ability to work well independently and in a small and large team environment
- Understanding of the needs/wants of the student population

Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.