Client Services Specialist at University of… · Waterloo

Client Services Specialist Location: Waterloo, Ontario, Canada At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process. Job Requisition ID: 2026-00670 Time Type: Full time Employee Group: Staff Job Category: Customer Service Employment Type: Permanent Department: Associate Provost, Campus Support and Accessibility - Operations and Administration Hiring Range: $51,306.48 - $64,133.10 Posting Information: This posting is for an existing vacancy. The internal posting deadline for this position is May 22, 2026 at 11:59PM Job Description: Primary Purpose 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. Key Accountabilities Office Administration Support 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.). Client Services and Navigation Support 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. Health Records Administration 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. Required Qualifications Education Postsecondary degree or certificate in relevant field and/or equivalent work experience 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 Previous experience in a secondary or post-secondary school work environment is preferred Knowledge/Skills/Abilities Demonstrated ability to perform basic system administration tasks in an information system is preferred 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 Manage a high work demand and meet deadlines Exercise judgement and discretion when handling confidential and sensitive information Excellent interpersonal and communication skills Strong organizational and attention skills 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 coordinated within the Office of Indigenous Relations. 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 Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+. Positions are open to qualified candidates who are legally entitled to work in Canada. 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 hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.