Customer Service Representative
Campus Living Centres - Kitchener, ON

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Position: Customer Service Representative

Posting Date: Friday, October 4, 2013

Location: Conestoga Residence & Conference Centre.
99 Conestoga College Blvd, Kitchener, ON

Department: Operations

Start Date: November 1, 2013 (Approx.)

Interviews: October 15, 2013 (Approx.)

Application Deadline: October 15, 2013 by 11:59pm EST

Instructions: Applications must include a current resume and cover letter. Applications must be submitted via our Careers website.

Special Notes: Only selected applicants will be notified if they have been chosen to take part in an interview process.

Position Summary and Job Magnitude

The Customer Service Representative is responsible for maintaining customer satisfaction at all times. They must be able to relate and understand the customer to attend to their needs and ensure they leave wanting to come back again. The Customer Service Representative has an important role, as they are the first person a customer sees when they arrive and the last person they interact with when they leave.

Essential Functions and Basic Duties

  • Demonstrate a high degree of customer service
  • Be able to use Campus Living Centres computer software
  • Make key cards and know how to access and use building keys appropriately and responsibly
  • Maintain video surveillance and ensure that cameras are recording at all times
  • Produce assigned front office reports and tasks
  • Communicate pertinent information between staff
  • Know how to handle phone calls with patience and decorum
  • Respect guest privacy
  • Keep track of where business comes from (walk-in, balloon, previous guest, etc.)
  • Knowledge of emergency procedures
  • Knowledge of Residence Life procedures
  • Know who to contact for various situations
  • Ensure the room status is updated from the housekeeping department
  • Handle in a professional manner; reservations, check-ins, Check-outs, and account settlement
  • Maintain the appearance of the desk, lobby and office area at all times
  • Understanding of building departments, including maintenance and housekeeping

Performance Measurements

Performance will be primarily measured on the following factors:

  • Initiative
  • Inter-Personal Skills
  • Customer Service
  • Reliability
  • Skill & Knowledge * Quality of Desired Results
  • Adaptability & Flexibility
  • Organizing & Planning
  • Overall Performance
  • Health & Safety


Education: High School Diploma, College or University preferred

Skills/Abilities: Must possess superior verbal communication skills
Must possess superior customer service skills
Must possess superior positive attitude
Must be able to handle multiple projects at once
Must be proficient in Microsoft Office Suite

Experience Required: Minimum of 1 year customer service experience, previous hospitality industry experience is an asset

Working Conditions

Hours per Week: 40 hours per week.(Overnights and weekend work may be required)
Indoor/Outdoor: Indoor
Level of Interruption: High level of interruption
Stress Level: Moderate overall stress level
Travel Outside of Location: Minimal

Equal Opportunity Employer

It is Campus Living Centres policy to promote equal employment opportunity for all applicants and employees. Campus Living Centres does not unlawfully discriminate on the basis of race, colour, religion, sex, national origin, ancestry, age, physical disability, mental disability, medical condition, marital status or sexual orientation. Campus Living Centres prohibits the harassment of any individual on any of the grounds listed above. This applies to all areas of employment including recruitment, hiring, training and promotion.

If you require accommodation in order to successfully submit an application, please email our Human Resource Department.


Pay range is $10.75 – 11.50


Mike DiFlorio
Operations Manager