Lead Matcher

_Student Homestay Services Inc. has been successfully placing international students with families in Toronto for over 2 decades. We're a small company dedicated to finding that magical match where both, a student and a host, find the experience enjoyable and rewarding._
- The office runs in a fast paced and dynamic environment, however it offers a family feel, with a great support from the team and management._

The central responsibilities of the Lead Matcher will revolve around overseeing and leading matching department, timely and properly matching students with host families and support to the registration department. Here are some key responsibilities:

- Assessing the needs of the matching department through accurate planning, strategizing, and timely execution. Leading the team of matchers and overseeing their work.
- Researching and finding the best possible homestay match for incoming students
- Providing guidance and support to hosts. Participate in the organization of the outreach and training of hosts.
- Making sure the database is up-to-date with the host information and documents.
- Handling challenging calls and problem-solving while staying objective and calm.
- Troubleshoot cancellations and/or matches that need to be revised.
- Double check matches to ensure host and student’s needs, preferences and requirements are met.
- Maintaining database through ongoing updating on student matches and hosts’ availability and profile.
- Working closely with Registrar, Student Counsellor and New Host departments and cross-communicate tying up the needs with what is available.
- Collaborating with New Host department and Host Interviewers in order to get familiar on new contracted hosts, their preferences, needs, and desired matches.
- Collaborating with Student Counsellor on student evaluations, and getting familiar with reported issues.
- Overseeing airport transfer needs, pick-up and drop-off, and organize the transfers with appropriate transfer channels.
- Go through transfer invoices and check for accuracy.
- Any other pertaining duties as needed and / or as assigned by the manager.

**The Lead Matcher must have**:

- A friendly and professional phone conduct.
- Strong interpersonal, communication and problem-solving skills.
- Diplomatic and customer service-oriented attitude.
- Meticulous and great attention to detail.
- The ability to multi-task, set priorities, work under pressure, manage time efficiently and meet deadlines.
- Microsoft Office and database literacy.
- Sound judgment and unbiased approach; aptitude to be helpful and make a difference.
- Strong team-player, reliable, trustworthy and good with basic math concepts.
- Strong organizational and leadership skills, innovative and quick-thinker.
- No criminal record.

**Additional Duties**:

- Emergency Phone -_ The emergency phone will be rotated among staff members on a weekly or bi-weekly basis, depending on the seasonal needs of the business.
- After Hours Call_ - The office operates as a team and members may contact each other after hours for assistance or execution of their work duties.
- Blocked period for vacations and time-off: May 1 - September 30._

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

**Salary**: $40,000.00-$45,000.00 per year

**Benefits**:

- Casual dress
- Extended health care
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Toronto, ON M5P 2H9: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Client Care (acquisition, retention & support): 1 year (required)

Work Location: In person