Receptionist, CSA

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The internal posting deadline is December 11 2025 at 11:59pm.

Job Description:

Primary Purpose

The Receptionist is accountable to the Administrative Manager and is responsible for reception duties related to the Associate Provost Campus Support and Accessibility (AP CSA) Office. As a front-line staff member the Receptionist is responsible for scheduling appointments providing information to clients and offering outstanding customer service to all who connect with the office (students staff faculty) and their supports. This position which is crucial to the smooth operation of the office works with confidential information and handles sensitive information responsibly and in compliance with privacy regulations.

Key Accountabilities

Customer Service/Reception

Provides exceptional customer service to clients and other stakeholders. This involves an awareness and sensitivity to a variety of disabilities that might cause disruptions challenges and disputes in the office or on the phone.

Answers phones takes messages directs calls and answers tier 1 (general) questions

Responds to select inquiries made to general email accounts

Escalates inquiries as necessary to appropriate subject matter experts

Use knowledge of University to ensure clients are directed to appropriate campus support services and resources

Managesreception flow byidentifyingthe purpose of eachclients visit and directing them appropriately

Appointment Scheduling and Support

Schedules appointments

Greets and checks-in clients who arrive for appointments

Supports short-notice staff absences by rescheduling appointments

Assists clients with completing required forms for their appointments (e.g. consent form) ensuring the forms are appropriately uploaded to a clients record

Assists in the preparation of client appointments including pulling client files when needed

Handling Confidential Information

Appropriately handles confidential health records (receives and uploads documents to the clients record within the departments respective enterprise system)

Organizes and maintains filing system including the storage and destruction of confidential medical records.

Maintains an orderly front desk ensuring confidentiality of client files and documents

Keeps record of client-related documents delivered to the office

Required Qualifications

Education

Postsecondary degree or certificate in relevant field and/or suitable combination of education and experience. Specific education or training in Office Administration Business Administration or related discipline is an asset.

Experience

Experience in customer service

Experience working with individuals with disabilities and securing appropriate support for persons in a crisis is an asset.

Previous experience in a secondary or post-secondary school work environment is an asset.

Knowledge/Skills/Abilities

Demonstrated ability to perform reception duties

Strong computer literacy with Microsoft Word and Excel and basic computer literacy with PowerPoint

Exceptional client service approach including the application of a trauma-informed anti-oppressive approaches. Ability to manage strong emotions offer support and utilize de-escalation skills when necessary

Demonstrated ability to work collaboratively in a diverse team

Attention to detail and accuracy

Ability to remain flexible and respond to competing demands in a fast-paced environment

Ability to exercise sound judgement and diplomacy 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 or ext. 45935.