Customer Service Coordinator

Customer Service Coordinator

Tracking Code: req2219

Faculty/Department: Office of Ancillary Services

Number of Positions: 1

Appointment Type: Full-Time Continuing

Hours of Work: 35 hours per week

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

Posting Date: August 11, 2026

Closing Date: August 18, 2026 (11:59 pm EST)

JOB SUMMARY:

The Customer Service Coordinator serves as the first point of contact for all parking, Ucard, and UPass-related inquiries, providing front-line support in person, by phone, and via email. The role manages day-to-day transactions such as permit processing, Ucard/UPass issuance, responding to inquiries, and resolving routine issues. Responsibilities also include monitoring intercoms and camera systems, handling first-level parking-related complaints and parking citation appeals, assisting with citation collections, and liaising with field staff in parking lots via radio. More complex matters are escalated to Management in accordance with established procedures.

MAJOR DUTIES & RESPONSIBILITIES:

1. Responsibility: Parking and Card Services Administration

• Carry out daily operations of the Ucard/UPass program, including card production, distribution, troubleshooting and system support to ensure a smooth user experience
• Process parking transactions (permits, fines, fees), issue permits, and maintain accurate customer and payment records in compliance with departmental
• Maintain supply inventory, equipment, and program resources, and coordinate with vendors for technical support and issue resolution
• Monitor data accuracy, maintain audit controls, and support reporting and analysis to inform decision-making
• Collaborate with students, staff, and campus partners to ensure effective service delivery and continuous improvement

2. Responsibility: Customer Service

• Provide front-line customer service for Parking and Ucard inquiries (in person, phone, email
• Deliver clear information on parking policies, permits, payments, and Ucard accounts
• Assist with basic campus wayfinding
• Resolve routine issues and troubleshoot customer concerns, escalating complex matters to supervisors or specialists as needed
• Coordinate with vendors for technical support, including logging tickets and managing service requests
• Maintain records of interactions and support KPI tracking and reporting

3. Responsibility: Communications and Events Support

• Executes communications plans to promote unit services
• Collaborates with internal partners and stakeholders to execute joint communications
• Assist with monitoring and directing traffic during special events or peak periods
• Set up and remove event signage, cones, and barricades as required
• Support visitor parking operations, including assisting with pay stations or mobile app issues
• Provide feedback to supervisors regarding operational needs or service trends

4. Responsibility: IT and Systems Support

• Perform basic troubleshooting on Ucard, UPass and parking equipment, payment kiosks, permits, and account systems
• Report system failures or equipment malfunctions promptly to supervisors or technical
• Document issues and follow reporting protocols

5. Responsibility: Ancillary Administration

• Contribute to team meetings, training sessions, and operational planning
• Take notes for team meetings
• Participate in continuous improvement initiatives
• Perform related duties as assigned

REQUIRED QUALIFICATIONS:

• Completion of a two-year post-secondary diploma
• Program relating to business or IT preferred
• A Bachelor’s degree would be considered an asset
• A combination of education and experience may be considered

REQUIRED EXPERIENCE:

• One to three years’ experience working in a high-volume, customer service environment
• Experience working within a university setting would be preferred
• Experience working with campus systems, ideally in a Card Office or Parking Office

KNOWLEDGE:

• Excellent systems knowledge (i.e. Banner, Google Suite, Microsoft Office Suite, IBM Cognos Analytics)
• Experience using TouchNet OneCard VIP, CloudCard, Cascade Content Management System (CMS) preferred
• Familiarity of parking equipment, payment collection devices and permit management software

SKILLS:

• Excellent customer service skills with strong judgement, flexibility and adaptability
• Ability to prioritize and work in a fast-paced, high-pressure environment with tact and composure
• Exceptional oral and written communication, troubleshooting, problem-solving and critical-thinking skills
• Excellent attention to detail with a high level of accuracy
• Friendly with a high-level of empathy and compassion
• Ability to take initiative, work independently and in a collaborative team environment
• Strong organizational and time management skills; ability to work with a strong sense of urgency
• Demonstrated ability to establish and maintain collaborative relationships and work with diverse clientele
• Ability and willingness to learn new systems.

How to Apply:

Interested candidates should submit in electronic format a covering letter and their resume. Applications will be accepted until August 18, 2026 or until a suitable candidate is found. We appreciate all applications received; however, only those candidates selected for an interview will be contacted.

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.

Ontario Tech University is actively committed to equity, diversity, inclusion, indigenization and decolonization (EDIID), and welcomes applications from all qualified candidates, 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/or 2SLGBTQ+. All qualified candidates are encouraged to apply; however, Canadian citizens, permanent residents, Indigenous Peoples in Canada, and those eligible to work in Canada, 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 universities policies for accommodating employees with disabilities 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 the Mississaugas, a branch of the greater Anishinaabeg Nation which includes Algonquin, Ojibway, Odawa and Pottawatomi.

Job Location: Oshawa, Ontario, Canada

Expected Start Date: 8/24/2026