Customer Service Representative

Union/Affiliation: C.U.P.E. Local 3338
Pay range: $1,895.65 to $2,145.78 bi-weekly SFU Department Descr: Campus Services - Bookstore/Document Solutions/Parking
Position Grade: 6
# of openings: 1
Biweekly Hours: 70

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

SFU Campus Services delivers essential services to students, staff, faculty, and the public across three campuses. The Bookstore, Document Solutions, and Parking & Sustainable Transportation teams operate as integrated, service-focused units providing retail, print production, course materials, and parking services. Staff work in a fast-paced, multi-service environment where accuracy, reliability, and a genuine commitment to customer service are essential. The Surrey campus location serves a diverse and active campus community and requires staff who can work independently, manage competing demands, and represent Campus Services professionally at all times.

About the Role

The Customer Service Representative is the primary point of contact for customers at the Surrey campus seeking services from the Bookstore/Spirit Shop, Document Solutions, and Parking & Sustainable Transportation. This is a multi-service role requiring demonstrated experience in customer-facing environments. The position processes retail transactions, Document Solutions print and scanning requests, and parking permit transactions, and provides direct, hands-on assistance to customers using self-serve systems. The role also supports Campus ID/One Card services and provides information and referrals across a range of Campus Services departments. Candidates must meet the minimum qualifications as stated in the job description, including a minimum of two years of related customer service and retail experience and demonstrated basic knowledge of print and scanning processes from a print shop or document solutions environment.

The successful candidate has a minimum of two years of demonstrated experience in a customer-facing retail or service environment, including cashier and transaction processing experience, and basic knowledge of print and scanning processes gained in a print shop or document solutions environment. The position requires the ability to deliver consistent, high-quality customer service across multiple concurrent service areas, work independently at a satellite location, and handle confidential materials with discretion. Candidates must be able to demonstrate a strong track record of customer service and the ability to assist customers of all technical abilities with transactions and service requests.

Qualifications

High school graduation and general courses or training of short duration (up to two weeks) in retail operations, customer service, or basic office applications. 2 years of related experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

• Excellent customer service skills with the ability to deliver positive customer experiences across multiple concurrent service areas in a busy retail and administrative environment.
• Basic knowledge of print and scanning processes, specifically for urgent and simple production tasks (e.g., exam printing, document scanning).
• Ability to operate an electronic cash register and parking management system to process various transaction types (cash, credit, debit, departmental charges, permit sales) with a high degree of accuracy.
• Ability to organize and prioritize own workload in an independent, satellite setting with multiple concurrent service demands.
• Ability to handle confidential and sensitive materials (e.g., examinations, student records) with discretion and in accordance with established security procedures.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

• 3 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Funding for professional development expenses*
• And more!

*Prorated for part-time employees

Additional Information

An Internal Candidate has been identified.

For external candidates, the starting salary is the first step of the salary range.