Customer Service Associate

3 weeks ago

Waterloo, Canada Lutherwood Full time

STARLING COMMUNITY SERVICES IS DEDICATED TO SUPPORTING COMMUNITIES WHERE EVERYONE EXPERIENCES MENTAL WELLNESS, OPPORTUNITIES FOR EMPLOYMENT, A PLACE TO CALL HOME, AND A SENSE OF BELONGING.

To better serve the diversity of our community, the agency is committed to embedding anti-racist, anti-oppressive practices, and perspectives into the fabric of our organization. We have implemented mandatory antiracism training, we are actively building safe spaces to host brave conversations for learning, and we are fostering a culture of belonging for all, but especially BIPOC, 2SLGBTQIA+, historically and presently marginalized individuals and communities.

**There is one casual** **Customer Service Associate position available starting on May 28, 2024, working various hours per week.**

**Your Role**:
Acts as the primary point of contact for enquiries and provides information regarding the services at Luther Village on the Park. Receives payments and processes requests for services. Provides administrative support to customers and staff, as required.

**Tasks**:
Customer Service:

- Answers in-person, phone, or electronic enquiries from customers and investigates complaints regarding the establishment's goods, services and policies.
- Greets customers and discusses type and quality of on-site services for purchase, rental or life lease.
- Responds to and reports resident, visitor, and staff suggestions and complaints.
- Completes financial transactions (i.e. room booking, meal tickets, activities, dry cleaning), invoices, cash / cheque /debit card / credit card purchases and charges.
- Acts as a communication liaison for all departments within Luther Village on the Park.
- Responsible for receiving and submitting work orders on behalf of residents and staff.
- Distributes ERS pendants; Completes ERS testing as required to ensure pendants are functional.
- Responsible for the utilization and implementation of procedures to monitor and minimize risk to the residents (ie. meal attendance follows up, monitoring resident sign in / out book).
- Assists with programming the ERS equipment, and the maintenance of the ERS database.
- Calls residents to complete meal reminders. Coordinates with appropriate departments to share the results.
- Serves as a navigator to residents, families, and the general public.
- Monitors resident activities and reports any behavioral changes or injury to the appropriate department.

**Administrative**:

- Types, edits, proofreads and finalizes correspondence, reports, statements, invoices, forms, presentations and other documents.
- Provides administrative support including word processing, photocopying, collating and distributing a variety of documents in coordination with other administrative staff.
- Maintains and updates resident and staff lists.
- Books meeting rooms and Guest Suites on request.
- Responsible for data entry and printing of reports as required.
- Completes purchase orders and orders supplies for the division.
- Assists with orientation and training of front desk staff.
- Maintains daily float and reconciles daily transactions.
- Processes incoming and outgoing mail and courier deliveries.
- Completes monthly billing and preauthorized payments using POS, including long distance, A La Carte, short-term stays, guest suites, room bookings, and tray service; processes and distributes statements.
- Responsible for preparation and orientation materials for move-ins.
- Creates daily slideshow of activities and events.
- Documents in Point Click Care as a means of communicating incidents and other information pertaining to residents.

**Your Talents and Experience**:
High school graduation and minimum two years administrative experience or equivalent education/experience combination. Minimum typing speed of 60 w.p.m. Knowledge of and ability to utilize a variety of office machines. An excellent knowledge of a variety of computer word processing and database packages, especially Microsoft Office, is essential. Excellent communication and interpersonal skills. Ability to work independently with mínimal direction in a fast-paced environment. Ability to handle multiple tasks.

**What’s in it for you?**
- Note: most new team members will start between the starting salary and the mid-point of the range.
- **Job Band B (hourly wages): Min - $21.21, Max - $21.95**:

- A positive work culture, inclusive workplace policies, and employee wellness initiatives.
- Eligible to join the HOOPP defined pension plan on a voluntary basis, effective July 7, 2024).
- Paid vacation (pro-rated to start date and hours for position; accumulated bi-weekly).
- Access to our Employee and Family Assistance Program (no cost).
- Discounted GRT passes through membership with Travel Wise.
- Employee Referral Incentive Program.
- Agency Orientation and Training modules.
- Professional development and tuition reimbursement opportunities.
- Responsive Leadership Training Program (leadership positions only).
- Staff

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