Customer Support Assistant

2 weeks ago

London, Canada The Children's Aid Society of London & Middlesex Full time

**J O B P R O F I L E**

**CUSTOMER SUPPORT ASSISTANT**

**SUMMARY**
**_Core Competencies _** Reporting to the Supervisor, Facilities and Administrative
Services, the Customer Support Assistant oversees the
- _I am Knowledgeable about Child Welfare _ distribution of incoming/outgoing correspondence,
- Service and the Strategic Directives of the _maintains the supply of office stationery and forms, and
- Organization _ tracks care provider equipment.
- _I am Strengths Based and Risk Aware _
- _I am Optimistic and Inspirational _ In addition, the Customer Support Assistant assists in ensuring that all community members receive a positive
- _I am Customer Service Driven_ and welcoming introduction to the Children’s Aid Society of
- _I am a Co-operative and Collaborative Team _London and Middlesex (CASLM). This position performs a
- Player_ wide range of reception and administrative support
- _I am an Effective Communicator_ activities to facilitate quality service delivery to children, youth, and families, as well as community partners and
- _I am Solution Focused and Action Oriented _ staff. With a focus on customer service, this position
- _I am Intentionally Inviting_ demonstrates productivity, organization, and a high level of
- _I am Continually Improving and Innovating_ responsiveness. This position is accountable for ensuring all services are carried out in a child and family-centered manner within an anti-oppressive framework.

In all activities, the Customer Support Assistant acts in accordance with the policies and practices of the

CASLM and all legal and government requirements.

**DIMENSIONS**
Department Corporate Services

Reporting Structure Supervisor: Facilities and Administrative Services

Hours of Work Core hours: 8:30 a.m. - 4:30 p.m. It is expected that this position be flexible in terms of hours of work to ensure service excellence and adherence to
Ministry standards.

**ACCOUNTABILITIES**

**Perspective & Accountability**

Department: Corporate Services Page 1-4
Job Profile: Customer Support Assistant
Date: February 2023

**J O B P R O F I L E**
- Who We Serve Perspective _
- We will deliver a child-centred service experience
- We will be consistent, clear, and accountable
- We will build trusting and win-win relationships
- We will build capacity with our partners

Internal Processes Perspective
- Efficient and Effective Systems
- Child-Centred Service Excellence
- Proactive Integration and Collaboration
- Intentional Communication and

Information Sharing

**QUALIFICATIONS**
- Successful completion of a high school diploma required
- Ability to keyboard and skills in Microsoft Word required
- Experience in reception and switchboard required
- Ability to navigate CASLM information systems (CARDEX, IFRS, and CPIN)
- Detail oriented
- Strong organizational skills
- Strong communication skills
- Ability to perform during periods of multiple demands
- Superior customer service skills with a focus on empowerment, respect, and collaboration
- Proven ability to work collaboratively across the agency
- Strong bias for action, ability to work independently and strong critical thinking and negotiating skills

**AREAS OF FOCUS**
**Ethics, Values, and Integrity**
- Provision of services in a manner consistent with CASLM values and philosophy
- Adherence to Service Model expectations and commitments

**Knowledge and Skill**
- Coordinate, process, and complete necessary administrative duties:
Department: Corporate Services Page 2-4
Job Profile: Customer Support Assistant
Date: February 2023

**J O B P R O F I L E**
- Photocopying, mailing and distribution of faxes
- Prepare and distribute correspondence professionally
- Maintain office supplies i. Maintain sufficient quantity of office supplies, paper and envelopes, as required. ii.

Maintain and order agency and Ministry forms, scratch pads and other supplies in stock room iii. Maintain supply of prepaid, self-addressed envelopes, agency letterhead and agency envelopes iv. To act as central "clearing" position for all ordering of supplies and forms v. Receive supplies/stock as required and ensure safe/efficient storage of same
- Maintain staff telephone extension lists
- Issue visitor passes
- Preparation and distribution of courier packages
- Complete outside courier bills
- Maintain the mailroom and reception area in a clean and safe manner
- Maintain and track distribution of foster parent equipment
- Develop and maintain a solid understanding of agency services and roles to ensure appropriate linkages are made
- Answer incoming calls and respond in a helpful, courteous, and accessible manner. Forward messages to appropriate staff in a timely and accurate manner
- Identify and report trends and potential system limitations, as well as potential solutions, related to administrative roles and functions
- Conduct all action and activities in accordance with the policies and practices of the CASLM and all legal requirements
- Always maintain confid

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