Client Support Agent

**Position Title**: Client Support Agent
**Department**: Primary Health & Regional Programs
**Reporting to**: Program Administrator of Ottawa Language Access (OLA);
Manager of Ottawa Newcomer Health Centre
**Type**: TERM Contract Part Time (0.40 FTE) until March 31st,2025
**Pay Band**: $19.95 - $24.04 per hour
**Deadline**: As soon as possible.
**About us**:
We are Somerset West Community Health Centre (SWCHC), a non-profit, community-governed organization that serves over 18,000 clients annually. Established in 1978, SWCHC provides a wide range of health care services such as primary health care, health promotion, community development, mental health, and harm reduction. We are deeply connected to the communities we serve and committed to removing barriers to accessing services for people who are vulnerable because of their age, income, ability, sexual orientation or gender identity, and language or culture.
SWCHC strives to ensure that our team reflects the communities we serve. We work within an anti-racist, anti-oppressive framework that acknowledges the existence and impacts of systemic racism and seeks to ensure that systems are fair and equitable for everyone.
Position Description
**Position Requirements Education**:
Office secretary diploma or equivalent experience
**Professional Experience/Skills**:
2-3 years' experience in an office setting or a fast-paced call center setting
2-3 years' experience with customer service and administrative experience
Experience with managing high call volumes and appointment management
Experience and comfortable with providing customer support over phone
High level of skill utilizing Microsoft Office (Word, Excel, PowerPoint)
Experience with various scheduling software, an asset
Experience with data extraction and generating simple reports, an asset
**Knowledge, Skills and Abilities**:
Awareness of Canadian Health Care System with in-depth knowledge of local system and programs, an asset
Awareness of local health and social service resources
Strong interpersonal, organizational and communication skills (both written and oral)
Experience working with people from diverse backgrounds and awareness related to cultural competency
Achieve standard of excellence with work processes and outcomes
Strive for high client satisfaction, go out of the way to be helpful and pleasant
Be helpful, respectful, approachable, and team-oriented
Build strong working relationships and a positive work environment
Take initiative, ownership of work, and work under mínimal supervision
Be receptive to feedback, be willing to learn, embrace continuous improvement
Assure discreet handling of all client and program information
Be consistently vigilant regarding confidential information
Pay strong attention to detail and ensure high level of accuracy in data entry
Juggle multiple tasks and meet demanding and conflicting deadlines
Adapt to changing work environment
Flexibility to work additional hours if needed
**Language Capability**:
Fluency in English is mandatory
Fluency in French is highly desirable
Other languages
- an asset
**It is the policy of SWCHC to require COVID-19 immunization for all employees, volunteers, and students, including those who work off-site with the following exceptions: Persons with a medical reason that prevents them from being vaccinated against COVID-19; Persons with other reasonable considerations pursuant to the Ontario Human Rights Code that restrict them from being vaccinated against Covid 19 vaccination.**
Somerset West Community Health Centre is an equal opportunity employer who values the diversity of individuals in our programs and services.