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Job Requisition ID:

2026-00407

Time Type:

Full time

Employee Group:

Staff

Job Category:

Customer Service

Employment Type:

Temporary

Department:

Campus Housing - Occupancy

Hiring Range:

$46,014.56 - $57,518.20

Posting Information:
This posting is for an existing vacancy.

Term: 18 months

This position is being offered as a Secondment or contract opportunity.

The internal posting deadline for this position is April 16, 2026, at 11:59PM

Job Description:

Primary Purpose

The Housing Applications Coordinator supports students and their families as they navigate the on-campus housing application process. This role ensures each student receives timely and accurate guidance, whether through direct assistance or proactive improvements to service delivery.

The incumbent manages student inquiries through the Jira Service Management system and the StarRez housing portal, resolves Tier 1 questions, and escalates complex issues appropriately. Through inquiry tracking, feedback collection, and reporting, the Housing Applications Coordinator contributes to a welcoming and seamless experience for all students engaging with Campus Housing with a focus on service excellence and issue resolution.

Key Accountabilities

Student Inquiry and Application Support

· Serves as the first point of contact for student housing application inquiries received through Jira Service Management and StarRez.

· Provides accurate, compassionate, and solutions-oriented responses to Tier 1 questions.

· Identifies and escalates complex or specialized issues to appropriate Campus Housing staff members or campus partners.

· Ensures student interactions align with Campus Housing’s customer care pledge and uphold service standards.

· Applies an equity-informed, trauma-aware, and accessibility-focused approach to student service, ensuring support is responsive to diverse student needs and compliant with accessibility and privacy requirements.

Inquiry Management and Workflow Coordination

· Initiates and oversees the student-facing Jira service queue to ensure timely triage, assignment, and resolution of inquiries including those submitted by email, phone, and the Jira service queue.

· Tracks inquiry volume, response times, and resolution rates to identify areas for improvement and makes recommendations for efficiencies.

· Develops and maintains workflow documentation and standard responses to support continuity of service and effective knowledge transfer within Campus Housing.

· Collaborates with colleagues to refine internal processes and enhance student response efficiency.

Student Feedback and Continuous Improvement

· Supports the design and facilitation of student feedback opportunities (e.g., focus groups, surveys, informal check-ins) to better understand the housing application experience.

· Compiles and summarizes feedback for use in service improvement initiatives.

· Understands StarRez best practices to meet student needs through continuous feedback to teams developing features within the StarRez suite of products.

· Collaborates with the Communications and Marketing team to update FAQs, guides, and web content based on common student questions.

· Actively engages in Agile/Scrum department methodologies to streamline processes and deliver valuable outcomes.

Data, Reporting, and Insights

· Produces reports that summarize student inquiry trends, response metrics, and emerging service needs.

· Translates data into actionable prioritized recommendations that enhance communication, technology use, and process design.

· Contributes to term-based reviews and planning discussions within the Occupancy and Marketing Services team.

Collaboration and Service Excellence

· Works closely with Advisors, Housing Services, and other team members to maintain consistent and high-quality student support.

· Collaborates with campus partners such as AccessAbility Services, the Registrar’s Office, and Information Systems & Technology to resolve cross-functional issues and escalations.

· Supports a culture of collaboration, inclusion, and empathy in all interactions with students and colleagues.

Required Qualifications

Education

· Post-secondary diploma or degree in business, communications, information systems, or a related field.

Experience

· Experience in a student service or customer-facing role that requires empathy, clear communication, and problem-solving.

· Experience using Jira Service Management, customer service systems, Microsoft 360 products, or similar ticketing software.

· Experience generating data reports or analyzing service trends considered an asset.

Knowledge/Skills/Abilities

· Demonstrated commitment to exceptional student service and communication.

· Strong problem-solving ability with sound judgment for escalation.

· Excellent written and verbal communication skills with attention to clarity and tone.

· Comfortable working within software systems (e.g., StarRez, Jira, Microsoft 365) and learning new tools quickly.

· Organized, detail-oriented, and able to manage multiple priorities during peak activity periods.

· Demonstrated ability to handle sensitive information with discretion and professionalism.

· Ability to work collaboratively in a diverse team environment.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.