Service Centre Specialist

Company Description

We believe in the power of work. Since 1994, we've been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth.

Job Description

About the role

Location: On site at the Toronto Office with a potential flexibility for hybrid work (to be determined). Training will only be completed at the Toronto office.

Status: 6-Months Fixed Term

The Service Centre Specialist is a customer-focused role, managing centralized referrals, highlighting the benefits of Integrated Employment Services and achievement of program outcomes. This is a support role for our Service Provider Network, Jobseekers, Employers, and Service System Manager team. This role is integral to the success of the program, better connecting people to the supports they need.

In addition to excellent customer service skills, this role will be required to document interactions and track & monitor activities, targets, and follow-ups. This role's goal is to transition interested inquiries into satisfied clients.

What you'll do

• Achieve Customer Service requirements, ensuring customer calls are answered and assisted to achieve first call resolution
• Ensure all follow up emails, calls, SMS & chat are actioned within service standards
• Provide a range of centralized support services to WCG and its Service Providers staff, Clients, employers, and other stakeholders (both inbound and outbound)
• Develop a strong understanding of WCG's contract, guidelines, policies, and process ·
• Undertake standard and ad hoc data entry tasks
• Effective use of WCG's Case Management System and other systems and databases
• Maintains and improves quality results by adhering to standards and guidelines
• recommending improved procedure
• Administer Client referrals received from external partners and ensure allocations to WCG and its Service Providers are within required timeframes
• Liaise with Clients, staff, and other internal and external stakeholders regarding Client referrals
• Provide support to resolve Client complaints, disputed referrals and any other areas related to Client referrals
• Support with development of tools and resources, as Subject Matter Experts, and continual improvement initiatives

Qualifications

What you bring

• 2 years of Call Centre experience
• Strong customer service skills and ability to overcome objections
• Proficient in MS Excel and Word
• Bilingualism (English and French)
• Able to maintain composure during difficult and high-pressure situations
• Ability to think outside the box
• Ability to pivot and lead change management
• Must successfully pass a National Police check

For complete job requirements, see the full Job Description here.

Additional Information

What we offer

• Competitive salary of $54,632 per year
• Ongoing learning and development opportunities
• Generous time off policy to encourage work/life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork

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Diversity, Equity, Inclusion and Belonging Matter

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada's diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.

Passion and Lived Experience Matter

If you don't quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.