Customer Service Agent

2 weeks ago

Toronto, Canada Fred Victor Full time

**INTERNAL/EXTERNAL**

**Job Title**: Customer Service Agent - ETS
**Position Type**: Non-Bargaining Unit, 8 Week Contract - Canada Summer Jobs
**Number of Positions**: 1_ _
**Rate**: $18.50 per hour
**Vacation**:7% Vacation Pay
**Hours**: 35 hours per week, Monday - Friday
**Supervisor**: Senior Manager, ETS
**Posting Date**: May 1st 2024
**Application Deadline**: May 15th 2024_ _
**Location**: 145 Front Street East, Toronto, ON M5A 1E3

**Why Fred Victor?**
For over 125 years, Fred Victor has been a leader in helping people rebuild their lives in Toronto. Our mission is to
improve the health, income and housing stability of people experiencing poverty and homelessness. We are***
committed to ending homelessness, one person at a time.

Fred Victor Employment & Training Services provides front line job search information, resources, and services to
persons experiencing barriers to employment through high quality, structured access to communication tools,
workshops and individual assistance. The Employment Specialist assists people with their career development
through supporting them with conducting an active job search, career assessments and referrals to community
programs and resources.***

**Does this sound like work you want to be a part of?**
We offer a (high-energy/learning/caring/supportive/collaborative) environment, an opportunity to join a diverse
team of caring professionals and a chance to make a difference. With over 60 programs and 22 sites, there are lots
of opportunities to grow your career with us. Many members of the management team started in relief and front
- line roles.

**What You Will Do**:

- Answering income calls and placing outbound calls, directing calls to the appropriate staff member
- Greeting all visitors to the employment resource centre
- Managing calendars, booking logs and program waitlists
- Maintaining the community resource board and making referrals to community members accessing the space
- Supporting with program room set up and close down
- Assisting with service orientations and intake & assessment activities
- Utilizing internal client case management databases
- Moderating workshops for several programs and taking attendance
- Completing client follow up calls and maintaining a detailed record of responses
- Supporting with crisis de-escalation as needed
- Taking part in regular team meetings and collaborating with program staff and management

**What You Bring to the Team**:

- Must be between 15-30 years old
- Must be a Canadian citizen, Permanent Resident or have approved Refugee Status
- Graduated from a community training program is considered an asset***
- Personal experience and use of community health and/or employment services
- Lived experience of homelessness, mental health, addictions, indigenous services, newcomer services, or social

assistance is considered an asset
**What Sets You Apart**:

- Proficiency in all Microsoft Office products is required - i.e. Outlook, Word, Excel, Publisher, PowerPoint, etc.
- Knowledge of Ontario Works and issues faced by individuals on Social Assistance
- Demonstrate self-motivation and initiative
- Ability to maintain supportive relationships with clients and team members while working under pressure
- Skilled in providing individual counselling and group support
- Knowledge of hiring practices, employer relations, Canada Labour Code, Employment Standards Act, adult

training resources and labour market trends***
- Ability to work from a trauma informed and client centered approach

**Compensation and Benefits**:

- For the Customer Service Agent position, Fred Victor offers an hourly rate of $18.50
- 7% vacation pay
- Access to employee and family assistance plan

**How You Can Apply**:
This position is funded through the Canada Summer Jobs Program. Applicants must be aged between 15 and 30 and be
legally entitled to work in Canada. This is a non-bargaining unit position.

**Accessibility & Accommodation**
Fred Victor is committed to fostering an inclusive and accessible environment where employees feel valued and
respected, and where every employee has the opportunity to realize their potential. As such, we welcome and
encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons
across the spectrum of sexual orientation and gender identities and have lived-experience

contact us in advance. We strive to provide reasonable accommodations whenever requested. Information received
relating to accommodation requests will be treated with confidentiality.

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