CharityVillage

About The Career Foundation:
The Career Foundation is a dynamic non-profit organization that offers a wide range of employment, training, and HR services to job seekers and employers. Since its inception in 1988, The Career Foundation has steadily expanded its services. Operating out of multiple locations, we now help thousands of people each year successfully accomplish their employment goals. Our team of dedicated professionals has described The Career Foundation as caring, compassionate, innovative, and team-oriented. For more information about us and our services, please visit our website at CareerFoundation.com.

Some of the benefits and features available to our employees include: 

• Competitive compensation
• A comprehensive Health Benefits plan that includes massage therapy, naturopath services, travel coverage, and much more
• A comprehensive Dental Insurance plan
• An RRSP Matching benefit
• An Employee & Family Assistance program
• Employee wellness initiatives
• Paid days off for religious observance purposes
• Paid days off for personal wellness purposes

Program & Role Description: The Career Foundation’s ReSet program is designed to help income-support recipients prepare for and successfully transition into employment. This program consists of two phases. Phase one focuses on helping individuals recognize the barriers that prevent them from pursuing meaningful careers. Through employment readiness and life skills training and coaching, clients will develop a new outlook and a strong interest in pursuing employment. As a result of phase one, clients will successfully transition into the Integrated Employment Service. Phase two provides alumni support and coaching to ensure clients are equipped and motivated to strengthen their attachment to the labour market.

The Customer Service/Administrative Assistant will be an important member of the program team, responsible for providing exceptional customer service to clients, supporting intake and referral procedures, completing file administration, maintaining accurate records and documentation, tracking budgets, and performing other important administrative tasks.

Position type:

• Full-time (37.5 hours per week) contract until March 31, 2026

Location and Requirements: 

• This position is based at The Career Foundation’s Etobicoke office located at Islington Ave. & Hwy 401. The position also requires occasional travel to support service delivery at our other locations where the ReSet program is delivered. The successful candidate must be willing to work on-site from the office on a full-time basis to provide effective customer service to program clients.

Start date:

• April 1^st, 2025

Vulnerable Sector Check:

• An offer of employment for this opportunity will be contingent on a Vulnerable Sector Check (VSC).

Reporting to:

• Program Manager

Responsibilities include:

Customer Service

• Reviews and processes client referrals from various sources using online CRM databases, ensuring compliance with engagement standards and booking protocols.
• Delivers an exceptional client experience from the first interaction, fostering a welcoming environment where clients feel valued and eager to participate in the services.
• Provides exceptional customer service to clients at front-desk reception, including greeting walk-in and scheduled clients upon their arrival and providing full assistance with the registration and check-in process.
• Manages online appointment calendars, scheduling an adequate number of client intakes each day.
• Facilitates initial eligibility screening for clients and prepares proper documentation.
• Receives incoming calls, provides program information to callers, and redirects calls to appropriate extensions.
• Responds to voicemail messages and emails from clients, partners, suppliers, and other parties, in accordance with The Career Foundation’s customer service standards.
• Provides clients with general program resources and relevant information and support, such as assistance with creating new email accounts for job search purposes, navigating online web forms, and other support services.
• Utilizes systems and technologies provided by The Career Foundation to further support clients with achieving desired results.
• Processes and submits financial claims for client support incentives in the online CRM systems.
• Tracks program deliverables and results through the CRM systems and assists the Program Manager in preparing reports.
• Assists with the preparation and support of events at the organization, including intake, outreach, career exposure or mentorship, and guest speaking events.
• Assists in scheduling new clients for assessments and workshops.
• Communicates with partners to maintain effective referral and reporting relationships.
• Monitors and responds to live messages submitted via The Career Foundation’s website chat function on a rotational schedule.
• Supports the team with conducting outreach to clients and employers to strengthen relationships and secure opportunities.
• Performs other relevant duties as needed.

Administration

• Enters client data into online reporting systems and trackers with total accuracy.
• Assesses online reports and cross-references statistics with internal trackers.
• Updates client data and service histories in online systems to reflect services received.
• Assists with assembling and auditing hardcopy and electronic client files according to The Career Foundation’s audit standards.
• Communicates with staff members for pending data required for client files from their caseloads and ensures that subsequent information obtained is updated on file.
• Completes file checklists to ensure that all files are ready for funder audits.
• Performs the full process required for client file closures, including data verification, binding, and filing.
• Organizes and maintains physical and electronic filing systems.
• Prepares financial claims utilizing Power BI, Microsoft Excel, and other software, ensuring timely entries into trackers and systems.
• Creates reports for management on statistics, expenditures, and program targets.
• Performs other relevant duties as needed.

Qualifications/Skills Required:

• Post-secondary diploma or degree in administration or a related field is highly preferred, or an equivalent combination of education and experience is required.
• A minimum of 2 years of direct experience in an administrative and customer service capacity with a proven ability to multitask.
• Prior related experience within the employment services industry is considered a strong asset.
• Demonstrated detail orientation and organizational skills to perform essential data entry duties without error.
• Outstanding customer service skills with a professional, warm, and friendly attitude in all interactions with clients, fellow staff members, and other stakeholders, and a high level of respect for the diversity of people served.
• Exceptional relationship development skills and the ability to develop rapport with people in all stakeholder groups, including program participants, employers, and community partners.
• Proven track record in a results-driven environment and experience with meeting deadlines and assigned targets.
• High ethics with a proven ability to maintain sensitive information, uphold confidentiality standards, and exhibit tact, diplomacy, and good judgment.
• Excellent verbal and written English communication skills and the ability to clearly communicate information. Fluency in a second language is considered an asset.
• Advanced proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and Outlook 365 applications, including Teams and SharePoint.
• Must possess the aptitude and willingness to learn and work with new online systems and technologies.
• Knowledge of Power BI is an asset.
• Willingness and flexibility to occasionally work outside regular business hours when required to ensure the team meets all objectives.
• Dedicated work ethic with a positive and client-centered approach to work.