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  • 3 weeks ago

jobs description

CUSTOMER SERVICE SCHEDULER

Permanent, Full-Time

Estimated Start Date: April 15, 2024

35 hours per week, $19.30/hour

(Monday - Friday, weekend availability)

At Community Support Connections, we wake up each morning energized about the difference we make in the lives of our clients; people who could be your parents, grandparents, friends, or neighbours.

Working with hundreds of amazing volunteers, donors, and community partners, we provide a wide range of community supports for older adults and people with different abilities to help them live at home with independence and dignity – something we all deserve. We are truly caring and client-centered, and are constantly innovating; looking for new and better ways to provide the best care and supports possible.

Passion and commitment permeate everything we do. Driven by our values, we treat our clients, volunteers, donors, and each other, with dignity and respect. We recognize that diversity is the foundation for understanding the... needs of our stakeholders. We believe the best way to serve our clients and volunteers is to create an environment and culture that empowers our staff to be as productive and happy as possible.

That includes:
• Versatile work options including flexible hours or work-from-home hybrid
• Generous benefit days and group RRSPs
• Competitive health and dental benefits
• Access to our Employee and Family Assistance Plan (EFAP)
• On-site hot lunch options from our own kitchen
• Free parking

If what we do resonates with your core values, then we want to hear from you!

The Role: Working closely with the Scheduling Team, the Customer Service Scheduler provides customer service in a professional and friendly manner. This includes answering telephone calls, greeting visitors, answering and redirecting inquiries, processing mail, and maintaining database information. They respond to client needs and demands for internal services, identify client needs, and communicate with staff, clients and volunteers regarding various agency programs.

You:
• Successfully balance technical and logistical duties with patience and professionalism to respond to clients, caregivers, volunteers and visitors
• Thrive in a fast-paced, dynamic, responsive and ever-changing environment
• Are able to prioritize workloads and handle multiple projects simultaneously
• Are a natural problem-solver with demonstrated ability to use good judgement in decision-making
• Are an excellent communicator with a keen sense of timeliness

Responsibilities
• Answer multi-line phone; greet clients, volunteers and other visitors; answer client inquiries and redirect calls and inquires to appropriate agency staff members
• Receive client requests for services
• Coordinate service with our day program partners
• Prepares and updates Transportation, Meals on Wheels, and Assisted Grocery Shopping schedules to ensure agency resources are maximized and adjustments are addressed
• Match transportation and shopping clients’ needs with drivers
• Coordinate the Assisted Grocery Shopping Program
• Communicate schedules with clients, volunteers and staff and communicate any changes to the schedule
• Conduct follow-ups on client and volunteer inquiries, requests or complaints in a professional and friendly manner
• Ensure all scheduling and program information is entered accurately in the AlayaCare database
• Update and maintain client information in AlayaCare
• Conduct weekly audit of AlayaCare to ensure scheduling entries and associated billings are accurate
• Drive agency vehicles (including for program delivery) if required
• Assists with special projects and other tasks, as needed

Education/Qualifications
• Two-year community college diploma in a related field or equivalent work experience
• Minimum 1-year customer service experience
• Valid Driver’s License and daily access to a reliable vehicle for business-related travel
• Clean Drivers Abstract
• Current Emergency First Aid/CPR A Certificate
• Experience working with older adults and/or people with diverse abilities

Working Hours & Environment
• Willing and able to work occasional evenings and weekends
• Extensive computer and telephone use
• Willing and able to work in a hybrid work setting (home and office)

Please submit a resume and cover letter, clearly identifying the unique attributes you bring to the position by March 29, 2024.

We are happy to accommodate the needs of qualified candidates in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you are contacted for an interview and anticipate needing accommodations for any part of the recruitment process, please do not hesitate to let us know how to best meet your needs.

Only those candidates selected for an interview will be contacted.

Check out communitysupportconnections.org to learn more about our programs and services! You can also find us on Facebook, Twitter and LinkedIn!

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Breslau ON

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