Customer Service Coordinator

Ontario-Tech-University; Oshawa; On-site; CAD 64,000 - 78,000; Full time

Job summary

Ontario Tech University in Oshawa is seeking a Customer Service Coordinator to support Parking Services, UCard and UPass operations across multiple campus locations. This front-line role requires handling inquiries, processing payments, and coordinating with vendors to resolve issues.

The position is on-campus, 35 hours per week, with occasional evenings and weekends for peak periods. Starting salary is CAD 70,997 with opportunities for growth within a continuing appointment.

Qualifications

• Completion of a two-year post-secondary diploma; a program related to business, information technology, or hospitality is required.
• A bachelor's degree is considered an asset.
• One to three years of experience in a high-volume and/or high-conflict customer service or enforcement / compliance environment.
• A combination of education and experience may be considered for this role.

Responsibilities

• Provide front-line customer service in person, by phone and by email for parking, UCard and UPass inquiries.
• Support day-to-day UCard and UPass operations, including card production, distribution, troubleshooting and system support.
• Process parking permits, payments, fines and fees, and maintain accurate customer and transaction records.
• Set up and administer parking arrangements for visitors and special events.
• Help customers understand parking policies, permits, payment options and UCard accounts.
• Provide first-level support for parking-related complaints and citation appeals.
• Troubleshoot basic issues involving parking equipment, payment kiosks, UCard/UPass technology, permits and account systems.
• Coordinate with vendors and technical support teams to resolve equipment and system issues.
• Maintain accurate records and contribute to operational reporting, KPI tracking and audit controls.
• Support parking operations during special events and peak periods, including assisting customers in parking areas and setting up signage, cones and barricades.
• Participate in team meetings, training, operational planning and continuous improvement initiatives.

Skills

Customer service

De-escalation

Written communication

Problem solving

Organization

Time management

Empathy

Independence

Teamwork

Education

Two-year post-secondary diploma

Bachelor's degree (asset)

Tools

Microsoft Office

Google Workspace

Banner

IBM Cognos Analytics

TouchNet OneCard VIP

CloudCard

Presto portal

Cascade CMS

Mach Form

FAST

Concur

Parknet

Job description

Customer Service Coordinator

Tracking Code: req2273

Faculty/Department: Office of Ancillary Services

Number of Positions: 2

Appointment Type: Full-Time Continuing

Hours of Work: 35 hours per week

Salary Range: Level 7- Starting Salary, Step 1$70,997

Posting Date: October 15, 2026

Closing Date: October 21, 2026(11:59 pm EST)

Job Summary

Parking Services is a joint service supporting both Ontario Tech University and Durham College across multiple locations, including the shared North Oshawa campus, Ontario Tech’s downtown Oshawa campus, and Durham College’s Whitby campus. The Parking Services team works across both institutions to provide consistent, customer-focused parking services to students, employees, visitors and the broader campus community.

As a first point of contact for Parking Services, UCard and UPass, you will help students, employees and visitors navigate a range of campus services. This is a busy, front-line position that combines customer service, administrative processing, technology and systems support, and day-to-day problem solving.

The successful candidate will be comfortable working in a fast-paced environment, responding to a high volume of inquiries and resolving conflicts with professionalism, good judgement and empathy.

This position is an on-campus, in-person role. The successful candidate will be required to work between all three campus locations and must arrange their own transportation. While the majority of the work will take place weekdays between 8:30 a.m. and 4:30 p.m., occasional evenings and weekends will be required to support peak periods and special events.

Responsibilities/Accountabilities

• Provide front-line customer service in person, by phone and by email for parking, UCard and UPass inquiries.
• Support day-to-day UCard and UPass operations, including card production, distribution, troubleshooting and system support.
• Process parking permits, payments, fines and fees, and maintain accurate customer and transaction records.
• Set up and administer parking arrangements for visitors and special events.
• Help customers understand parking policies, permits, payment options and UCard accounts.
• Provide first-level support for parking-related complaints and citation appeals.
• Troubleshoot basic issues involving parking equipment, payment kiosks, UCard/UPass technology, permits and account systems.
• Coordinate with vendors and technical support teams to resolve equipment and system issues.
• Maintain accurate records and contribute to operational reporting, KPI tracking and audit controls.
• Support parking operations during special events and peak periods, including assisting customers in parking areas and setting up signage, cones and barricades.
• Participate in team meetings, training, operational planning and continuous improvement initiatives.

Required Education

• Completion of a two-year post-secondary diploma; a program related to business, information technology, or hospitality is required.
• A bachelor's degree is considered an asset.
• One to three years of experience in a high-volume and/or high-conflict customer service or enforcement / compliance environment.
• A combination of education and experience may be considered for this role.

Required Experience

• Minimum 1 year of experience is required.li>
• Experience with campus card and parking administration systems is required.

Required Skills

The following technical skills are required:
Proficient with Microsoft Office and Google Workspace, Banner, IBM Cognos Analytics, TouchNet OneCard VIP, CloudCard, Presto portal, Cascade Content Management Systems and Mach Forms, FAST, Concur, OpsComm, HONK, Parknet Parking Management System hardware, Logic Control Parking Management software.

You are someone who:

• Delivers excellent customer service and demonstrates sound judgement, flexibility and adaptability.
• Demonstrated the ability to de-escalate contentious situations.
• Can remain tactful and composed while working in a busy, high-pressure environment.
• Communicates clearly and professionally, both verbally and in writing.
• Has strong troubleshooting, problem-solving and critical-thinking skills.
• Pays close attention to detail and accuracy.
• Approaches customers with empathy, patience and professionalism.
• Takes initiative and can work both independently and as part of a collaborative team.
• Is highly organized and able to prioritize competing demands with a sense of urgency.
• Can build positive working relationships with a diverse range of students, employees, visitors and campus partners.
• Is comfortable learning and working with new technology and systems.

This position falls within the bargaining unit represented by the Ontario Public Service Employees Union (OPSEU) and will be subject to the terms and conditions of the collective agreement between the university and the OPSEU. To the extent that policies are not included in the collective agreement, employment will also be governed by the university’s policies which may also be found on our website https://ontariotechu.ca and which may be amended from time-to-time.

OntarioTech University is actively committed to equity, diversity, inclusion, indigenizationand decolonization (EDIID), and welcomes applications from all qualifiedcandidates, while especially encouraging applications from First Nations,Metis, Inuit peoples, Indigenous peoples of North America, racialized persons,persons with disabilities, and those who identify as women and/or2SLGBTQ+.All qualified candidates are encouraged to apply;however, Canadian citizens, permanent residents, Indigenous Peoples in Canada, and those eligible to work inCanada, will be given priority.

Ontario Tech University respects people's different needs and therefore will take all reasonable steps to ensure accommodation for applicants where appropriate. The University is also committed to ensuring that confidentiality is maintained throughout all aspects of the recruitment cycle.

If you require accommodation, please contact Julie Day, Health and Disability Management Specialist. For more information about the university’s Accessibility Policy please review the university’s Accessibility Policy.

The university acknowledges the lands and people of the Mississaugas of Scugog Island First Nation which is covered under the Williams Treaties. We are situated on the Traditional Territory of theMississaugas, a branch of the greater Anishinaabeg Nation which includes Algonquin, Ojibway, Odawa and Pottawatomi.

Job Location: Oshawa, Ontario, Canada

Expected Start Date: 11/1/2026