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Service Representative

Date: August 11, 2015
Reports to (Job Title): Assistant Director, Centre for Career Action
Jobs Reporting (Job Titles): None
Department: Cooperative Education & Career Action


Main Campus


USG 4/5
35 hr/wk

Primary Purpose

The Service Representative provides a welcoming orientation to all front desk interactions appropriately solving the issue or referring to the right resource. Solving the issue often includes assisting clients with finding appropriate resources from the print collection and/or suggesting appropriate workshops, events or individual advising options. Administrative support for workshops and presentations and other projects as assigned.

Key Accountabilities:

1.  Welcoming orientation to all front desk interactions, ensuring service meets or exceeds defined standards


2.  Assess client need and recommend next steps  including to appropriate Centre resource, program or service, to other unit or department on campus, or to external resources as appropriate.




3.  Provide administrative support for the Centre and the team (e.g.,  shelf reading, conducting inventory of materials including handouts, ordering supplies, providing guidance to student volunteers, electronic communications and workshop support).



4.  Completes room bookings and other administrative tasks for panels, presentations, workshops, and other projects as required.

Position Requirements


University degree preferred



MS Word Excel PowerPoint Other
Average Average Average other

Nature and Scope

Interpersonal Skills:

The Service Representative has a strong customer service orientation and communication skills, and listens effectively to assess client need.

Level of Responsibility:

This role has defined duties and responsibilities and receives direct supervision. 


Problem solving

Deals with clients who may be exhibiting signs of distress and/or a real or perceived need that they must be helped quickly.


Financial Accountability



Internal and External Contacts


The Service Representative exchanges information on a daily basis with students and staff in CECA.



The Service Representative exchanges information on a daily basis with employers.

Decision-Making Authority:

The Service Representative assesses questions, can clearly communicate an answer if appropriate, and knows when to refer the question to someone else. 

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

Working Environment:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions.