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Operations - Employment Service Representative

Date: May, 2011
Reports to (Job Title): Opeations Manager              GRADE: USG 5/6
Jobs Reporting (Job Titles): None
Location: Waterloo Campus

Primary Purpose

The Employment Services Representative supports employers, students and CECA staff through all logistical aspects of the CECA student employment process.

Key Accountabilities:

1. Support employers, students and CECA through all logistical aspects of the employment process.

Deliver service to clearly defined and agreed-to standards

Work with most CECA staff to ensure successful Core Employment Process each term.

Primary on campus contact for employers, assisting them through all steps in the Core Employment Process striving to maximize the success of each employer.


2.Contribute to and help execute employer account plans, working closely with the Account Managers, including ongoing documentation of student and employer communication and interactions.

3.Provide support as needed to balance resources, for mass mailings and other administrative tasks, working close with the Service Representatives.

Position Requirements


University undergraduate degree


1-2 years experience in an office environment, planning and organizing priorities and high volumes of tasks

Knowledge of CECA core processes preferred

Customer service experience preferred


MS Word Excel PowerPoint Other
Average Average Average High level of expertise needed with core employment system (JobMine) and CECA processes, policies and guidelines. General knowledge of uWaterloo’s 100+ coop programs and how they participate.

Nature and Scope

Interpersonal Skills:

The Employment Service Representative has a strong customer service orientation with strong written and verbal communication skills. They are able to manage large peaks of work to tight deadlines. They understand the concept of customer service while being cost effective and ensuring employers and students self serve when appropriate. The Employment Service Representative works well in a team environment.

Level of Responsibility:

This role had defined specialized or routine tasks and receives specific guidance. They are accountable for the accuracy and completeness of jobs postings and take actions to ensure. The Employment Service Representative provides guidance to the Service Representative regarding student and employer issues.

Problem solving
The Employment Service Representative require effective probing and problem solving skills in order to resolve issues with employers. They must have a solid understanding of CECA’s core processes, policies and procedures in order to resolve issues with employers and students. On select occasions would need to escalate issues to the Operations Manager.

Financial Accountability

Internal and External Contacts

The Employment Service Representative exchanges information on a daily basis with students to resolve issues relating to jobs, interview scheduling conflicts and coordinate timing. They interact continually with CECA Account Managers, Student Advisors and others with regard to the Core Employment Process.

The Employment Service Representative exchanges information on a daily basis with employers as the primary on campus contact for employer recruiting.

Decision-Making Authority:

The Employment Service Representative would assess and make decisions about compliance to CECA policies and procedures and communicate 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:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. This role experiences constant interruptions (i.e. by phone and e-mail) from employers and students. Service support during key recruiting times each term may require work outside of core business hours.