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 initiativesPerform 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 current 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.

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

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📌 Customer Service Coordinator (Ontario)
🏢 Ontario Tech University
📍 Ontario