Customer Service Assistant

2 weeks ago

Hamilton, Canada Mohawk College Full time

**Customer Service Assistant** Status**:Full Time

**Hours**: 35 hours/week; Monday to Friday

**Home Campus**:Fennell

**Pay Band**:E

**Pay Rate**:$26.47

**Posting Date**:March 24th, 2023

**Closing Date**: March 30th, 2023 at 7:00pm EST

We support and encourage the contributions of our diverse employees. We are committed to nurturing an equitable, diverse and inclusive (EDI) environment for everyone who learns and works at Mohawk College. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

**Customer Service Assistant**

Reporting directly to the Manager, Workforce Partnerships, the Customer Service Assistant (CSA) provides customer service, data entry, purchases office supplies, generation of statistical reports, and provides administrative support for the Employment Ontario Employment Services program. The CSA is responsible for collecting and entering data specific to employment outcomes (at 90, 180, 270 and 365 days) and inputting job seekers’ information into funder databases. They will case conference with Employment Consultants to provide status updates supporting each job seeker’s employment journey.

This position provides extensive customer service support for a diverse clientele, including individuals referred to the program from Service Canada, Ontario Works, Ontario Disability Support Program, community partners, and self-directed referrals. The incumbent must be able to function at a level that requires independent problem-solving and decision-making skills in the execution of various activities and when dealing with delicate situations. The key responsibility of this position is to provide clerical support for the Community Employment Service (CES) team through tracking job seeker employment retention, data entry and the maintenance of job-seeker digital records.

**RESPONSIBILITIES**

Duties include, but are not limited to:
**Customer Service**:

- Greeting job seekers and ensuring that they are taken care of by the appropriate staff; escorted to the workshop room; given the appropriate information regarding the Employment Ontario Employment Services program.
- Advising/informing clients about the various Employment Ontario services and resources and general policies and guidelines.
- Verifying job seeker employment outcomes (90, 180, 270 and 365-days) by verifying employment details (pay stubs, employment attestation forms), recording and updating the funder database to reflect employment details.
- Working with the Project Support and Financial Officer to report employment outcomes.
- Notifying Employment Consultant if a jobseeker on their case load is no longer working within the outcome checkpoints to engage in follow-up activities and new service plan items.
- Troubleshooting when clients are having difficulty navigating tools for their employment outcome requirements.

**Provides administrative and clerical support to assist Manager and staff**:

- Arranges parking, when required, for job seekers visiting the Fennell campus.
- Receives job seeker and assists them in completing retention documentation.
- Reviews and verifies client information.
- Inputs client data into appropriate record management systems using standardized software.
- Answers incoming calls and takes phone messages in the morning and reschedules clients as necessary.
- Assists Project Support and Financial Officer with journey checks.
- Maintains current client files; and ensures that the customer database is accurate.
- Monitors and documents job seeker employment retention activity; compiles and collates reports for statistical purposes.
- Processes all incoming and outgoing mail, including courier documents.
- Performs regular inventory of office supplies and materials, and submits supply orders when required.
- Monitors office equipment to ensure good working order, and requests service when required.
- Liaises when required with staff and faculty in other departments and divisions for the purpose of strengthening internal linkages.

**Performs other related duties as assigned, including but not limited to**:

- Record and distribute team meeting minutes Occasionally provide back-up support for the R&I (Research & Information: Partnerships) staff in the Resource Centre as needed (lunches/breaks/sick coverage/vacation/etc.), such as assigning a computer, getting them started with their job search etc.
- Other duties as assigned by Manager.

**QUALIFICATIONS**

The successful applicant must have:

- A post secondary education in Office Administration, Business or equivalent; or equivalent combination of Education and Experience.
- A minimum of three years of related experience.
- Exceptional oral and written communication skills.
- Database

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