Client Services Specialist

University of Waterloo•Waterloo, ON

3d•Onsite

About The Position

The Client Services Specialist is accountable to the Administrative Manager and supports activities related to the administration of the departments within the Associate Provost, Campus Support and Accessibility (AP, CSA) unit including purchasing, health and safety program administration, asset management, business process facilitation and client services support. This involves offering assistance and information to current and prospective clients. This position is a first point of contract for departments and is responsible for email, telephone, and in-person inquiries. The Client Services Specialist uses enterprise systems to enable the registration process, documentation submissions, appointment bookings, and the distribution of accommodation letters. This position provides crucial administrative support while ensuring smooth, efficient and consistent client services.

Requirements

Postsecondary degree or certificate in relevant field and/or equivalent work experience
Experience in customer service and/or office administration
Experience providing guidance and direction to others
Demonstrated experience working with individuals with unique needs and experience or training in dealing with students in crisis and securing appropriate support
Intermediate computer literacy with Microsoft Word and Excel and basic computer literacy with PowerPoint
Exceptional client service orientation, unwavering friendliness, professionalism and assertiveness
Demonstrated commitment to teamwork
Attention to detail and accuracy
Ability to remain flexible
Ability to respond to competing demands in a fast-paced environment
Ability to navigate a high volume of competing requests and multiple interruptions.
Demonstrated ability to Maintain a high standard of public relations at all times
Demonstrated ability to Manage a high work demand and meet deadlines
Demonstrated ability to Exercise judgement and discretion when handling confidential and sensitive information
Excellent interpersonal and communication skills
Strong organizational and attention skills

Nice To Haves

Previous experience in a secondary or post-secondary school work environment is preferred
Demonstrated ability to perform basic system administration tasks in an information system is preferred

Responsibilities

Supports daily workflow through general administrative support including updating applications in client databases and facilitates related follow-up, distribution of information, sharing of resources, and responding to staff requests for assistance.
Schedule appointments.
Uses enterprise systems in a manner that enables a seamless flow of day-to-day business process.
Participates in the assessment, development, implementation, and ongoing maintenance of relevant administrative procedures and protocols.
Ensures all information posted or available for distribution to students is up to date.
Coordinates, communicates and provides training for staff regarding office security procedures and protocols.
Monitors and maintains inventory of office supplies and facilitates orders for products or approved equipment as required.
Initiates and tracks maintenance requests and systems and technology requests and coordinating with campus units to ensure timely resolution of issues.
Serves as the Health and Safety Coordinator for the Campus Support and Accessibility unit.
Provides support related to student engagement opportunities (e.g., Open House, Orientation, Campus Life Fairs, etc.).
Provides professional, timely, accurate and exceptional customer service to potential and current students, staff, instructors, and other stakeholders.
Responds appropriately to all types of inquires related to our various stakeholders (students, faculty, parents, staff) over the telephone, and via email and making appropriate referrals as necessary.
Provides day-to-day administrative support for email, telephone and in-person inquiries.
Applies service approaches (e.g., AODA customer service standards, de-escalation strategies) that best support students with a variety of disabilities.
Facilitates the resolution of disputes or complex student issues arising from reception, triaging unresolved issues to the appropriate person as needed.
Directs students in crisis to appropriate support services.
Assists with immediate support when a client presents in distress until they are connected with an appropriate support person.
Explains processes and procedures where appropriate.
Provides hands-on assistance to students during the application process, including the collection of health information for the purposes of academic accommodation planning.
Ensures important information related to accommodation supports and services are effectively communicated to AAS clients in a timely manner through appropriate channels.
Uses knowledge of AAS and University resources to ensure students are directed to appropriate campus support services and resources, particularly when supporting students in distress.
Ensures forms and applications are complete in the student file.
Checks for completion.
Ensures access to secure documents are controlled appropriately.
Ensures data accuracy and document integrity.
Appropriately uses and maintains confidential health and education records in accordance with University policy and relevant Privacy legislation.
Effectively uses systems and technology to accurately and efficiently manage student medical information and related client files.
Maintains a current and accurate reflection of interactions with students through detailed case notes.
Directs the return of clinical records to the intended party in a secure manner (appropriate storage and movement of confidential documents) when needed.
Under the supervision of the Administrative Manager, the incumbent will destroy confidential student files and AAS documents, including confidential medical documentation, academic accommodation documentation, and examination administration files in accordance with the University’s Record Destruction Management framework.
Under the direction of the Administrative Manager, the incumbent will create and maintain webforms and other departmental forms.