Consumer Service Coordinator

4 days ago


Kitchener, Canada Independent Living Waterloo Region Full time

**CONSUMER SERVICE COORDINATOR**

Independent Living Waterloo Region (ILWR) is a non-profit organization that provides support to people with disabilities by assisting and empowering individuals to eliminate barriers to independent living. Through a variety of programs, the Independent Living Waterloo Region partners with people with disabilities to help them lead full, active, and independent lives while promoting accessibility and inclusion in our community.

**Position Summary**:
The Independent Living Waterloo Region is seeking administrative professionals who are passionate about making a difference in the lives of people who experience disabilities in our community. The Consumer Service Coordinator works as part of a team to facilitate the intake of new consumers and the assignment of consumers to attendants. The Consumer Service Coordinator ensures that every attendants caseload is properly assigned, consumer service levels and requirements are met, and completes any administrative functions related to consumer services.

**Key Responsibilities**:

- Answers incoming calls in a friendly, professional, and helpful manner
- Inputs new, existing and waitlisted consumer data into health information management system (AlayaCare)
- Creates and maintains consumers service caseload schedules and confirms consumer service visits
- Creates and maintains employee schedules to align with consumer service caseloads and requirements
- Provides excellent consumer customer service
- Builds positive relationships with employees and consumers
- Provides helpful assistance in anticipating and responding to the needs of consumers
- Remains calm under pressure and effectively deals with difficult people
- Follows up with consumers concerns/feedback in a timely manner to ensure problems are resolved
- Verifies service visits in health information management system
- Identifies and informs of potential service disruption associated with staffing service levels
- Monitors Health Portal Gateway (HPG) and respond accordingly
- Participates in quality improvement and risk mitigation initiatives
- Administrative duties as required
- Any other duties as may be described

**Requirements**:

- Minimum two (2) year community college diploma in office administration or two (2) years administration experience.
- Ability to work in a fast paced environment
- Computer competency for data entry and the production of reports and schedules using scheduling software
- Excellent communication skills in customer service and experience work as a team member
- Have an eye for detail and organization
- Ability to perform more than one task at a time and solve problems quickly
- **Available to work rotating schedule of mornings, and alternating weekends**

**Job Details**:
**Status**:Part-time, Permanent
**Hours**:16 Hrs/Week
**Primary Location**:Kitchener, On
**Starting Wage**:$19.75/Hour
- ILCWR is committed to developing an inclusive, barrier-free selection process and work environment. We seek to provide accessibility for all applicants with disabilities consistent with our accessibility policies and the AODA. Please let us know if you require an accommodation and we will work with you to meet your accessibility needs. We thank all applicants; however only those selected for an interview will be contacted._

**Job Types**: Permanent, Part-time

**Salary**: $19.75 per hour

Schedule:

- 8 hour shift
- Holidays
- Weekend availability


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