Customer Information Representative (*New)
Job Description
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 and Role Description:
Conveniently located in Etobicoke, York, North York, Toronto, and Scarborough, The Career Foundation’s five (5) full-suite Employment Centres provide job seekers with a full range of services, including exploring career options, improving their résumés, preparing for interviews, and much more. Employers that share our commitment to community hiring can also receive a range of services, including direct access to job seekers of diverse backgrounds and skills, support with coordinating and hosting community hiring events to meet our job seeker clients, advice on how to best coach and work with their new hires to help achieve job retention, and more.
The Customer Information Representative is an important member of the team, responsible for providing exceptional customer service to clients at front-desk reception and within our Resource and Information Area. This role also involves collecting, tracking, and inputting essential data into online reporting systems, as well as preparing and updating various reports and trackers. This opportunity is available with The Career Foundation’s North York Employment Centre and requires on-site work from our York, Etobicoke, and Toronto locations when additional coverage is needed at those sites.
Position Type:
Full-time (37.5 hours per week) one-year contract with excellent potential to lead to permanent
Location and Travel Requirement:
This opportunity is based at our North York office located at Lawrence Ave. W. and Allen Rd. The position also requires on-site work at our Toronto, York, and Etobicoke locations when coverage is needed at those sites. The successful candidate must be willing to work on-site at all locations as outlined above.
Vulnerable Sector Check:
An offer of employment for this opportunity will be contingent on a Vulnerable Sector Check (VSC).
Start Date:
As soon as possible
Reporting To:
Area Manager, Employment and Placement Services
Responsibilities include:
Customer Service
- 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.
- 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 stakeholders, in accordance with The Career Foundation’s customer service standards.
- Provides clients with general job search 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.
- Assists clients with general troubleshooting as needed in the office’s Resource and Information Area.
- Utilizes digital systems and technologies provided by The Career Foundation to further support clients in achieving successful outcomes.
- Liaises with prospective job seeker applicants to encourage and confirm their participation in the Employment Centre’s services.
- Maintains the office’s job posting board, meeting rooms, and other shared spaces.
- Schedules and organizes meetings for the team.
- Assists with the preparation and facilitation of events, including open houses, job fairs, and other events.
- 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.
- Provides support to the manager with onboarding new team members as assigned.
- Performs other relevant duties as assigned.
Administration
- Enters and updates client data and service histories in online reporting systems and trackers with complete accuracy to reflect services received.
- Communicates with fellow staff members to obtain pending data required for client files from their caseloads and ensures that subsequent information obtained is updated in the files.
- Regularly conducts follow-up calls and communicates with clients via text messages and emails at regular intervals, recording status updates in online reporting systems.
- Assembles and supports with auditing files according to The Career Foundation’s audit standards.
- Completes file checklists to ensure that all files are ready for funder audits.
- Prepares financial claims using Microsoft Excel and other software, ensuring timely entries into trackers and systems.
- Creates reports for management on statistics, expenditures, and program targets as needed.
- Performs other relevant duties as assigned.
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.
- Must be willing to work on-site from the office on a full-time basis.
- Prior related experience within the employment services industry is considered a strong asset.
- 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.
- Must possess strong detail orientation and organizational skills to perform essential data entry duties without error.
- Natural relationship-building skills with a proven ability to develop rapport with people.
- Proven track record in a results-driven environment with experience meeting targets.
- Excellent verbal and written English communication skills and ability to clearly communicate information. Fluency in a second language is considered an asset.
- Proficiency in Microsoft Office Suite and Outlook 365 applications, including MS Teams and SharePoint.
- Must possess the aptitude and willingness to learn and work with new online systems and technologies.
- High ethics and confidentiality standards with proven experience maintaining sensitive information and exhibiting tact, diplomacy, and good judgment.
- Flexibility and adaptability to work effectively with a diverse population and the challenges they face.
- Willingness and flexibility to occasionally work outside regular business hours when needed to meet objectives.
- A positive, client-centred approach to work and a dedicated work ethic.
The Career Foundation’s Commitment:
The Career Foundation is committed to diversity and inclusion and aims to create a healthy and rewarding environment for all. We welcome applications from qualified individuals who represent the diversity of the people we proudly serve, including, but not limited to, visible minorities, women, persons with disabilities, Indigenous peoples, and individuals of all genders and sexual orientation. The Career Foundation, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), is also committed to accommodating applicants with disabilities throughout the recruitment process. We will work with candidates requesting accommodation at any stage of the hiring process.
To apply for this position, please complete the application form below. We suggest using the latest version of Google Chrome or Microsoft Edge to complete the form, in order to ensure that your application is submitted correctly.
Application Form
*Should you experience any technical difficulties while submitting your application, please submit your résumé to jobs@careerfoundation.org, along with a Word document that addresses all of the questions in the application form.