Customer Service Specialist-retention

4 months ago

Mississauga, Canada ACHEV Full time

**Summary**

Achev **Customer Service Specialist-Retention **for Peel Employment Ontario will provide follow up activities and documentation for the Employment Services program. Reporting to the Employment Services Coordinator-Retention, the **Customer Service Specialist-Retention **will be responsible for contacting assigned clients, data entry, updating notes, collecting and processing documentation as required by the program. At this time, this is a Work from Home opportunity with flexibility required to attend work in office as required by the program. Hours of work will be 11 am-7pm M-F (Training/onboarding will be in person, on-site 8:30-4:30pm for 2-3 weeks)

**DUTIES & RESPONSIBILITIES**:
**Duties & Responsibilities**:

- Enthusiastically engage with clients using Customer Service Principles to achieve performance-based funding and program targets and established reporting

deadlines
- Quickly assess clients needs and regularly discuss clients process and status with retention coordinator and colleagues for additional support and referrals as

needed
- Utilize the client/data management system for tracking clients scheduled check points activities including entering case notes, collecting and verifying

documentation for claim submission
- Collect, review, data entry and evaluate client information and service information with reference to Service Delivery Guidelines
- Assist with quality control of client files by verifying accuracy of data entered and notifying coordinator of discrepancies/concerns
- Update client tracker and initiate incentives, provide statistical reporting
- Complete file closures data entry requirement on approval
- Provide support and appropriate referrals to clients who identify as needing additional job retention coaching support
- Inform clients of the online tools and resources available to support work sustainability
- Provide general information and resources on job search strategies, workplace expectations, improve integration and any changes in a workplace setting
- Perform additional duties as assigned

**QUALIFICATIONS**:

- Some post-secondary education or additional training is preferred or demonstrated skills and experience
- Minimum 2+ years of customer service and data entry experience in a fast-paced professional environment handling multiple priorities
- Demonstrated ability to work with marginalized/diverse groups including: barriered youth, newcomer, aboriginal persons, persons with disabilities, persons with mental health and addictions issues
- Excellent technology skills (MS Office Suite, DocuSign, Adobe Acrobat,, etc.), experience using client/customer databases and aptitude to learn new technologies autonomously
- Excellent communication skills, both verbal and written
- Ability to follow guidelines and procedures for standardized outputs
- Proven ability to act professionally and maintain confidentiality, ensuring sensitivity to the needs and interests of project stakeholders
- Proven organizational skills coupled with the ability to handle multiple tasks, meet deadlines, and report on the status of work when requested
- Not-for-profit or settlement sector experience an asset

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