Skip to the content of the web site.

Information Centre Service Represenstative

Date: November 1,2015
Reports to (Job Title): Service Manager
Jobs Reporting (Job Titles): None
Department: Cooperative Education & Career Action


Waterloo Campus


USG 4/5
35 hr/wk

Primary Purpose

The Information Centre Service Representative provides a welcoming orientation to all front desk interactions, appropriately solving issues or referring clients to the correct resource, and/or suggesting other actions, events, or individual advising options.


Must have a superior customer service orientation and strong communication skills.  The Service Representative needs to listen effectively to determine level of urgency and triage client need appropriately.


Assist with clients who may be exhibiting signs of distress and/or a real or perceived need that they must be addressed quickly, which may require solid judgement to make a decision to utilize in-house de-escalation methods.

Key Accountabilities:

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


2.  Provides assistance with planning activities for the Operations Service team and back up for IDS roles as appropriate.




3.  Able to manage a volume of work with varying peak times within a tight deadline.

4.  Ensure building is accessible prior to core business hours, maintain working relationship with external security personnel, and relay relevant information to all CECA staff to facilitate a smooth experience for students and employers.


Position Requirements




MS Word Excel PowerPoint Other


Average Average

High: CECA core employment system

Average: CECA’s Interview Day Services systems

Nature and Scope

Interpersonal Skills:

Customer service oriented with strong written and verbal communication skills. Builds strong relationships with all CECA Staff, Security Services, and many other internal & external UW contacts.


Understands the concept of customer service while being cost effective and ensuring employers and students self-serve when appropriate. The Service Representative works well independently and in a team environment.


Level of Responsibility:

This role has defined duties, responsibilities, and specialized or routine tasks, and receives specific guidance. They are accountable for the accuracy and completeness of guidance given to students and employers.




Problem solving:

Applies a high degree of judgment to resolve a large volume of matters relating to day-of interview issues, student and employer concerns regarding CECA policies and procedures, and prospective student queries.


Requires effective probing and triaging skills in order to resolve issues with employers and students. The Service Representative must have a strong understanding of CECA’s core processes, policies and procedures using solid judgment in order to resolve issues with employers and students in an effective and timely manner. Unresolved issues are escalated to the Service Manager.


Financial Accountability:

Receive WatCard payments for business cards and student documentation, including corresponding with the WatCard office regarding issues and refunds. Provides a weekly transaction report for payments received at the Information Centre to the Financial Assistant.


Internal and External Contacts



Exchanges information on a daily basis with students to resolve issues relating to jobs and interview scheduling conflicts. The Service Representative interacts regularly with Student Advisors, Faculty Relations Managers, the University Relations Administrator, and others with regard to how students are progressing through the Core Employment Process.



Acting regularly as the first point of contact for students and employers, the Service Representative triages day-of interview issues during peak and non-peak times to ensure the integrity of the overall Core Employment Process is maintained, including assisting students and employers with ranking submission.


Exchanges information on a daily basis with employers and students as one of the primary on campus contacts.



Decision-Making Authority:

Triages and makes judgments regarding compliance to CECA policies and procedures with regards to interview conflicts and communicates this information to employers, students and CECA staff.

Physical and Sensory Demands:

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

Working Environment: