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Customer Care Representative

Department: WATCARD, University Business Operations Effective Date: July 2007
Grade: USG 04 Reports to: Information Technology Specialist

General Accountability

The Customer Care Specialist reports to the Information Technology Specialist and is responsible for providing outstanding front-line customer service and accurate financial accountability in the WatCard Office. He/she must provide professional and responsive customer relations for students, staff, faculty, parents, and guests of the University of Waterloo and ensure customer confidentiality is upheld at all times.   

The Customer Service area is responsible for responding to telephone, in-person, fax, email and web inquiries of a general nature regarding all aspects of the WatCard system. 

Nature and Scope


a.  Information on the Organization and Services


The WatCard is the universal card system that handles a wide range of identity, access, and financial transaction processing requirements for the University of Waterloo community. The WatCard has grown over the past several years to provide a full range of services to staff, students, faculty and university departments; including web-based interactive account inquiry systems, touch screen point-of-sale systems, online access systems, vending machines, laundry facilities, photocopying, laser printing, and parking services sales. The WatCard system is a critical component to many University departments. The Department is proactive in investigating new avenues of growth as technological advances present themselves.


WatCard services run twenty-four hours per day, 365 days per year, both on and off campus.    The WatCard system includes terminals in all food service outlets, at the bookstore, computer store, graphic copy centres, vending machines, photocopiers, nexus print stations, washers, dryers, parking lots and off-campus vendors. In addition, the WatCard serves as an identification card, and institutional library card, for over 30,000 students, staff and faculty

b.  Challenges


Continuous effort to respond to students’ needs and inquiries is needed for the position. It is important to maintain WatCard policies and procedures and it is the incumbent’s responsibility to provide students with the needed information in a tactful and diplomatic manner without breaking policy and privacy issues.



c.  Significant Internal Relationships


Continuous communication with other members of the university is required. The incumbent must work effectively with other groups, including the Housing Department, UW Police, Finance, Registrars Office, Graphics Department, Retail Services, and Information Systems and Technology (IST).

Statistical Data

WatCard program runs

365 days per year, 24 hours per day

Number of networked computers terminals supported


Annual transactions

8 million

$ Transactions processed annually

$ 12 million


Specific Accountabilities

Working Conditions