Customer Service Representative

Copernicus Lodge is a healthcare organization that provides a continuum of care to primarily Polish seniors. We are located in the heart of Roncesvalles Village just west of downtown Toronto. We have 200 seniors’ apartments with a Supportive Housing program, 228 Long Term Care beds and an Adult Day Program.

**SUMMARY OF DUTIES**

Reporting to the Payroll and Benefits Supervisor, the Customer Service Representative is the first point of contact for all visitors, staff and individuals entering Copernicus Lodge premises. As the face of Copernicus Lodge, they approach their work and those who interact with them in a positive and professional manner, reflective of the values of Copernicus Lodge.

This position is classified as **part-time**and requires availability during **the weekends with working hours: 11 pm to 7 am. Occasional availability is preferred for 7 am to 3 pm and 3pm to 11 pm shifts.**

**KEY RESPONSIBILITIES**
- Provide courteous and quality customer service, acting as a resource for inquiries, including information about S/C and LTC, upcoming events or other updates in the building
- Greet, screen, permit access and assist/direct all visitors to Copernicus Lodge according to policy
- Provide timely scheduling/shift replacement services on evenings and weekends, or as assigned
- Pleasantly answering all incoming calls; responding to inquiries with a solution-oriented approach
- Redirecting calls as appropriate and taking clear, concise messages when required
- Manage, pick up and sort internal mail
- Delivery of external mail for tenants and management
- Prepare packages and arrange courier pick up as necessary
- Update phone and distribution lists for distribution
- Maintain a clean, safe, fully stocked and well organized customer service area
- Assist with small projects as required to support and optimize operations
- Uphold and promote the organization's values, mission, vision and philosophy relating particularly to compassion, respect, dignity, integrity, excellence and collaboration
- Maintain necessary stock of forms and supply inventory used in the Customer Service department Selling meal tickets, handling cash and logging on report
- Making PA announcements as necessary
- Setup TV internal channels for programs: daily mass; exercise classes, special events, etc.

**QUALIFICATIONS**:

- High School diploma with at least 1 year of experience working in an office environment
- Strong interpersonal, oral and written communication skills in English; **ability to speak/understand Polish is** **an asset.**
- Must exhibit a professional and polished telephone manner
- Must be able to operate a busy switchboard; previous reception/customer service experience is a definite asset
- Must be able to maintain a position of trust and confidentiality
- Must have ability to work independently and in a team environment
- Must be caring, compassionate and have a genuine interest in working with the elderly
- Ability to professionally interact with employees, residents, family members and general public
- Must be responsible and highly organized, with the ability to multi -task in an environment with multiple disruptions and distractions
- Able to provide a friendly and welcoming demeanor and provide excellent customer service
- Must have good working knowledge and expertise in Microsoft Office (Word, Excel, PowerPoint, E-Mail) and other office equipment
- Must be able to work shifts including days, evenings and weekends
- Vulnerable Sector Check;
- TB Skin Testing;
We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, Copernicus Lodge will consider and provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Copernicus Lodge of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All information collected will be protected under applicable privacy requirements.

We thank all applicants who apply, however only those selected for an interview will be contacted.

**Job Types**: Permanent, Casual

Pay: $20.61 per hour

**Benefits**:

- Employee assistance program
- Life insurance
- RRSP match

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- On call
- Weekends as needed
- Weekends only

**Experience**:

- Customer service: 1 year (required)

**Language**:

- Polish (preferred)

Work Location: In person