Client Service Representative - Waterloo, Canada - University of Waterloo

University of Waterloo

Verified Company

Waterloo, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

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 agreedto standards (e.g. impression management, easeofinteraction, triage excellence, oneanddone, response time, accuracy, completeness, consistency)
Assess stakeholder need and recommend next steps including appropriate Centre for Career Action resources, program or service, off campus Cooperative 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 dropin 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 Pcard 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 selfserve 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 our Office of Indigenous Relations.