Co-op Service Specialist

Benefits

Additional Information

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: 2026-00608 Time Type: Full time Employee Group: Staff Job Category: Career and Employment Employment Type: Temporary Department: Co-operative and Experiential Education - Co-op Services I Hiring Range: $50,006.31 - $62,507.89 Posting Information: This posting is for an existing vacancy. This role is being offered as a 1 year contract Job Description: Primary Purpose The Co-op Service Specialist is an advocate for the University of Waterloo's Co-operative and Experiential Education programs. The Specialist supports students, employers, and alumni through our core employment process and coaches them on co-op policies, interview procedures, and WaterlooWorks, our job administration system, in accordance to the University of Waterloo's Service Promise, values, equity, diversity, and inclusion. The Specialist supports students and employers in their efforts to develop and retain talent for a complex future. The Co-op Service Specialist provides comprehensive, frontline service, while striving for first contact resolution. Key Accountabilities Service Delivery - First point of contact within CEE for employers and students. Delivers service across the CEE Portfolio in accordance to the University's Service Promise, Values and Equity, Diversity, and Inclusion. - Supports students, employers, and alumni on inquiries from across the CEE portfolio related to our core employment process, co-op policies, WaterlooWorks, and escalates them to other campus resources as required. - Liaises with CEE service team members to triage inquiries, when first contact resolution is not possible. - Meets clearly defined, targeted service standards (i.e., first contact resolution, response time, quality of communications, interview day experience, etc.). - Monitors and responds to inquiries across an integrated network of communications. - Proactively identifies ways to enhance student, employer, and alumni experience beyond immediate request, by providing information and resources about our evolving co-op and experiential education programs. - Interprets student, employer, and alumni records and co-op policies and procedures, to assess stakeholder needs, and navigates conversations of a confidential nature. - Collates information from multiple resources to provide comprehensive service. Administration, Operations, Systems Support - Monitors student and employer interviews, daily interview logistics, and troubleshoots interview process issues and webcam technologies for issue resolution. - Accountable for accuracy of interactions, that will be analyzed to identify trends to support data-driven, informed decisions. - Communicates interview day roster shifts, logistics, interview scheduling nuances, and special accommodations, to ensure readiness and preparation of next day interview success; provides clarification and basic training as necessary. - Administers support for requests to input or output data to and from WaterlooWorks to support students, employers, and alumni. The scope of these requests can vary from an individual record request to a collective document capturing multiple records. - Provide international support and the execution of critical, mandatory, and confidential student documents required for international travel for co-op work/study terms. - Responsible for building accessibility and logistics prior to core business hours and liaises with external security personnel, to facilitate a smooth experience for students and employers. - Executes temporary, additional work for a limited time within or outside the direct scope of role, to support Co-op Services unit, other CEE units, and campus partners. Stakeholder Support & Continuous Improvement - Monitors CEE Hub requests to identify issue trends related to process, technology, or user that require escalation to the Assistant Service Manager coaches. - Guides students, employers, and alumni on best practices to contribute to interview success. - Supports students, employers, and alumni with various technologies (WaterlooWorks, multiple webcam platforms, paging system). - Contributes to optimizing job match success by guiding students, employers, and alumni through the job rank and match process. - Escalates urgent, unresolved issues, following the path of escalation. Career Progression Typically incumbents will begin the role as USG 5. To progress to the operating level of the role (USG 6) all required training must be complete and a full understanding of the institutional knowledge required to p

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