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 outdaily operations of the Ucard/UPass program, including card production,distribution, troubleshooting and system support to ensure a smooth userexperience

Processparking transactions (permits, fines, fees), issue permits, and maintain accurate customer and payment records in compliance with departmental

Maintain supplyinventory, equipment, and program resources, and coordinate with vendors fortechnical 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 atwo-year post-secondary diploma

Program relatingto business or IT preferred

A Bachelor’sdegree would be considered an asset

A combination ofeducation and experience may be considered

REQUIRED EXPERIENCE:

One to threeyears’ experience working in a high-volume, customer service environment

Experienceworking within a university setting would be preferred

Experienceworking with campus systems, ideally in a Card Office or Parking Office

KNOWLEDGE:

Excellent systemsknowledge (i.e. Banner, Google Suite, Microsoft Office Suite, IBM CognosAnalytics)

Experience usingTouchNet OneCard VIP, CloudCard, Cascade Content Management System (CMS)preferred

Familiarity ofparking equipment, payment collection devices and permit management software

SKILLS:

Excellentcustomer service skills with strong judgement, flexibility and adaptability

Ability toprioritize and work in a fast-paced, high-pressure environment with tact andcomposure

Exceptional oraland written communication, troubleshooting, problem-solving andcritical-thinking skills

Excellentattention to detail with a high level of accuracy

Friendly with a high-level of empathy and compassion





Ability to takeinitiative, work independently and in a team-oriented team environment

Strongorganizational and time management skills; ability to work with a strong senseof urgency

Demonstratedability to establish and maintain collaborative relationships and work withdiverse clientele

Ability andwillingness to learn new systems.

EMPLOYMENT POLICY:
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.

EQUAL-OPPORTUNITY STATEMENT:
OntarioTech University is actively committed to equity, diversity, inclusion, indigenizationand decolonization (EDIID), and welcomes applications from all qualifiedcandidates, 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/or2SLGBTQ+.All qualified candidates are encouraged to apply;however, Canadian citizens, permanent residents, Indigenous Peoples in Canada, and those eligible to work inCanada, will be given priority.

DISABILITY ACCOMMODATION:
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.

CONTACT FOR ACCOMMODATION:
If you require accommodation, please contact Julie Day, Health and Disability Management Specialist. For more informationabout the universities policies for accommodating employees with disabilities please review the university’s Accessibility Policy

LAND ACKNOWLEDGMENT:
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 theMississaugas, 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)
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📍 Ontario