Lead Coordinator, Client Services

University of Ottawa•Lexington, MA

About The Position

This position supports a 24/7 service. Standard shift options are 8:00 AM–4:00 PM (Day), 4:00 PM–12:00 AM (Evening), and 12:00 AM–8:00 AM (Night). Shifts are scheduled in blocks of five consecutive days, which may include weekends. The specific schedule will be confirmed every two weeks based on operational needs and will total 35 hours per week. Position purpose: Outside regular operating hours and in collaboration with the immediate supervisor, this position coordinates the delivery of high‑quality information services for all service points within the residence facilities. It supervises the work of information agents and ensures exceptional service for current and prospective students, the university community, and the general public by deploying the necessary means to maximize the use of available resources. It also contributes to revenue generation by promoting all available programs and services and provides recommendations for developing new revenue sources for the department.

Requirements

Post‑secondary diploma in administration, management, or another relevant field, or equivalent experience.
Minimum of 2 years of experience in human resources management/supervision.
Customer service experience, including acting as a resource person, cash handling, and administrative/financial procedures.
Bilingualism – French and English (spoken and written).
Strong analytical and problem‑solving skills.
Ability to work independently and as part of a team.
Thoroughness and attention to detail.
Organizational awareness and ability to work under pressure.
Strong communication skills.
Ability to motivate and engage employees.
Experience with computer systems such as spreadsheets, word processing, presentation software, scheduling tools, email, Internet, and CRM systems.
Experience writing, interpreting, and applying regulations, methods, and procedures.
Experience applying emergency measures and procedures.

Nice To Haves

Call‑centre experience is an asset.
First Aid, CPR “C”, and AED certification from a recognized Canadian organization is considered an asset.

Responsibilities

Provide high‑quality information services to clients in order to promote the University’s residences to current residents, prospective students (domestic and international), and the general public.
Supervise employees and support recruitment and hiring initiatives (staffing, performance evaluation, goal setting, work assignment, management of leave and absences, etc.).
Ensure team members have the training and tools required to perform their work.
Train and provide feedback to employees to encourage a culture of continuous improvement and service excellence aligned with the University of Ottawa’s vision.
Coordinate weekly work schedules and allocate staff responsibilities based on needs and priorities to ensure optimal customer service.
Work with the Customer Service Manager to establish standards for evaluating service quality and develop effective measurement tools (analyses, detailed reports, surveys, investigations, statistics) to improve service quality and prevent crisis situations.
Participate in operations management and analyze client interactions through call monitoring and reviewing email responses (Talisma CRM), recommending improvements to ensure service quality.
Act as a second‑level resource for complex issues requiring restricted access or to assist team members and/or on‑call staff (coordinators/managers/directors) in resolving conflicts that may arise with students or clients.
Handle, analyze, and respond to client complaints and feedback regarding all services offered by the residence department, ensuring timely follow‑up to maintain the University’s reputation for excellence.
Ensure adherence to professional ethics and confidentiality standards within the team.
Monitor the quality of administrative and financial operations, the sale and rental of various services, physical access controls, and ensure that transactions/access comply with University regulations.
Participate in administrative activities of other operational sectors within residence services (room assignments, move‑in/move‑out periods, open house events, etc.) as well as special projects or departmental initiatives.

Benefits

The University of Ottawa offers a generous pay and benefits package that includes a competitive salary, a defined benefit pension plan, group insurance coverage and an employee and family assistance program.

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