Receptionist

Waterloo International; Southwestern Ontario; On-site; CAD 35,000 - 50,000; Full time

Job summary

University of Waterloo is seeking a friendly Receptionist to support the AP, CSA Office. You will greet clients, answer calls, schedule appointments, and assist with forms while maintaining confidentiality and privacy compliance.

Key duties include directing inquiries to campus resources, managing appointment flow, and handling confidential health records with discretion. Strong customer service, computer literacy (Word/Excel), and teamwork are essential.

Qualifications

• Postsecondary degree or certificate in relevant field or equivalent experience.
• Experience delivering customer service in a front-desk environment.
• Ability to work with confidential information and maintain privacy.

Responsibilities

• Greet visitors and answer phones; direct inquiries.
• Schedule appointments and manage client check-ins.
• Assist with forms and maintain client records.
• Handle confidential information per privacy regulations.

Skills

Customer service

Microsoft Word

Microsoft Excel

Attention to detail

Team collaboration

De-escalation

Education

Postsecondary degree or certificate

Tools

Microsoft PowerPoint

Job description

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 schedules appointments, provides information to clients, and offers 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. Involves 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. Uses knowledge of University to ensure clients are directed to appropriate campus support services and resources. Manages reception flow by identifying the purpose of each client’s 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 client’s 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 client’s record within the department’s 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 application of 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. The University values the diverse and intersectional identities of its students, faculty, and staff and is committed to accessibility for all employees. Applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women, and/or 2SLGBTQ+ are encouraged to apply. 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 at [e-mail] or 519-888-4567, ext. 45935.