Client Services 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: 2026-00670 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 accurat

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