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Customer Service Facilitator

1 month ago

Halifax, Canada MetroWorks Employment Association Full time

**Options Work Activity Program**

The mission of the Options Work Activity Program is to help prepare and integrate Nova Scotians with challenges to employment into the workforce and community. This is achieved by providing pre-employment and employment services, focused on personal, social and work-related skills development. Options Work Activity Program supports participants, ages 16 to 60+, who are on the path to sustainable employment that often requires more intensive services than those offered elsewhere.

Job Title**:Customer Service Facilitator**

Deliver training program which prepares participants for employment in customer service environments, including but not limited to retail, food & beverage, tourism and hospitality. Facilitating skill development, work habits and performance appropriate for standard workplace practices.

Roles and Responsibilities:

- Conduct training delivered through different modalities that include hands-on experience and/or an experiential learning approach in:

- Retail Environments
- Tourism and Hospitality
- Food and Beverage
- Reception (Front Desk)
- Ongoing development, implementation and evaluation of the Customer Service Program
- Maintain a welcoming and inviting mentality with participants, staff and visitors/customers
- Train, coach and mentor the participants to prepare them for work in retail environments, reception, tourism & hospitality and the food & beverage industry, outside placements and/or employment in the community
- Provide proper barista and service training in a functioning in-house café including selling skills, POS/cash operations, inventory control, maintenance, etc.
- Provide retail training in a functioning in-house retail store including selling skills, POS/cash operations, merchandising,
- Assist the Food Service Facilitator/Coordinator, ensuring that the AMP Café Training Hub operates on a daily basis including filling in when participants are not available or trained
- Scheduling participants to work in the in-house café and retail store, etc.
- Perform needs assessment of interests, values, skills and competencies of participants and connecting them with market needs
- Provide informal feedback and comprehensive evaluations of participant’s progress using ESAT
- Liaise with staff concerning the program and participants; provide updates to the Career Practitioners
- Maintain up-to-date statistics and reports
- Assist the Job Developer in attaining appropriate on-the-job work placements
- Participant in weekly confidential staff meetings (rotate as chair and/or minutes-taker)
- Carry out the policies and procedures of the Options program
- Maintain the required standards of confidentiality at all times
- Participate in performance management for your career development
- Perform other duties as required

Qualifications:

- Diploma or degree in a Tourism and Hospitality program and a retail management background or a combination of education and work experience that demonstrates ability in these industries
- Exceptional customer service and sales abilities
- Supervisory experience in the food and beverage industry
- Demonstrated a strong commitment to working with diverse populations
- Experienced with training adult learners and/or understand adult learning principles
- Established effective and appropriate interpersonal communication skills
- Excellent assessment and evaluation skills
- Practice ethical decision making
- Ability to access and effectively use information and communications technology
- Adherence to inclusionary practice and a respect for diversity
- Ability to work within a dynamic team environment with a shared vision

Career Management Expectations:

- Commitment to professional development and career self-management
- Attend staff professional development activities and events
- Participate in promotion of the Options Program (community outreach, fairs, etc.)
- Follow the Career Development Competencies (NSCDA Core Competency Profile)
- Working towards NSCDA’s Career Development Practitioner certification
- Awareness of CERIC’s Guiding Principles of Career Development
- Adhere to Metroworks Employment Association HR polices and procedures
- Maintain up-to-date certificates (i.e. NS BEST Service Excellence, WHMIS, OHS, First Aid, etc.)
- Non-Violent Crisis Intervention Training
- Mental Health First Aid
- Criminal Record Check (including Vulnerable Sector Search) and Child Abuse Registry Check
- Covid-19 Work Safe: Best Practices for a Safe Workplace

**Compensation package includes medical/dental plan, group pension plan, 5-weeks paid program shutdown, free parking and an opportunity to positively impact people’s lives.**

Pay: $45,500.00-$46,000.00 per year