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Customer Service Specialist - The Career Foundation

Sep 20, 2019
Etobicoke, Ontario

Position type: Full time 1-year contract

Number of Positions: 1

Experience Required: Minimum 2 years

Reporting to: Program Manager

Location: Etobicoke

Start date: Immediately

Responsibilities (include but are not limited to):

  • Serves clients in a professional and friendly manner
  • Attends to incoming calls, provides program information to callers, online applicants and walk-in visitors; tracks and directs office traffic, responds to messages and requests of partners, suppliers and employers, and is responsible for incoming/outgoing faxes, mail and emails
  • Liaises with prospective applicants to encourage / confirm their participation
  • Facilitates initial eligibility screening for assisted services and prepares proper documentation
  • Provides information referral services to participants regarding other Employment Ontario and community programs
  • Assists staff in the creation and distribution of promotional materials
  • Assists in scheduling new candidates for assessments and workshops
  • Presents services in a clear manner ensuring that they understand the objectives, suitability and benefits
  • Conducts consistent follow-ups with new participants that have been scheduled to start the program
  • Communicates with partners to maintain effective referral and reporting relationships
  • Assists clients in the computer lab with their self-directed job search
  • Troubleshoots computer and office equipment as required
  • Updates and maintains Participant registration, assessment and tracking systems
  • Reports to manager on statistics, expenditures, staff attendance, and petty cash report etc.
  • Provides The Career Foundation’s Financial Administrator with all incoming invoices and maintains supplier files
  • Liaises with service providers and ensures invoices are paid and recorded
  • Liaises with Manager to order supplies and other services required for the office
  • Supports program staff with any clerical duties (document creation, hard copy file retrieval)
  • Enters Employer’s and Participant’s information, follow up notes and claims into internal client database and/ or EOIS database (CaMS)
  • Conducts 3, 6 and 12 month follow ups on closed files, which includes entering outcomes into CaMS and recording follow up in client files
  • Creates Employment Ontario case files in CaMS for Assisted Clients
  • Enters education and work history in CaMS including NAICS and NOC numbers
  • Creates Service Plans in CaMS for assisted clients
  • Monitors Activity Report to ensure that all clients are actively engaged in job search/ training
  • Creates client files on The Career Foundation’s internal database and update information as needed
  • Assists with maintaining and closing client files, including data verification, binding of documents, filing and collecting data about client’s service satisfaction
  • Audits CaMS, the internal database and client files for data integrity and accuracy

Other Duties as Needed:

  • Directs participants to relevant job search resources
  • Provides clerical support to clients’ job search
  • Provides computer support; assists with setting up of participant e-mail accounts; navigating, online systems, provides formatting support for document
  • Assists the Employment Specialists in maintaining the Board Room, Computer Areas and Resource Library
  • Maintains the job posting and employer boards
  • Maintains current information for short-term training and community programs that will enhance participants’ skills and increase their employability
  • Assists in collecting and organizing financial information for budget preparation
  • Organizes and coordinates meetings
  • Assists with preparation and facilitation of agency events (open houses, job fairs, media events, etc.)
  • Provides training to volunteers

Qualifications/ Skills Required:

  • Post-secondary education or equivalent experience
  • Superior computer skills using Microsoft Office Suite (Word, Excel, Access, Power Point)
  • Experience working with invoices and budgets, possessing strong math skills for compiling statistic reports
  • Customer service oriented with ability to uphold the organization’s service standards and policies
  • Excellent verbal and written communications skills for giving and receiving information, participating in meetings and writing reports
  • A professional yet courteous approach to service with a high level of respect for the diversity of the people served and an ability to maintain client confidentiality
  • Excellent organizational skills, able to multi-task, take initiative and manage change/transitions
  • Up to date knowledge of the current labour market, community resources and programs to help job seekers
  • Strong loyalty to the agency and willing to go above and beyond to ensure the organization’s success
  • Demonstrated care and concern for maintaining the good reputation of The Career Foundation
  • Possesses core competencies including communication skills, punctuality & attendance, organization/time management, self-motivated/self-directed, interpersonal skills/attributes and professionalism
  • Flexible to assist team members and clients while ensuring that all program goals are met
  • Flexible to work evenings and weekends
  • Fluent in English. A second language will be considered an asset

Application Process: External applicants please send a cover letter and resume to and addressed to The Hiring Committee.  Remember to quote the job title of the position you are applying for in the Subject Line of your email.  No phone calls please.  Thank you for your interest in The Career Foundation. 

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