Customer Service Specialist

YMCA of the National Capital Region • Ottawa, ON

2d • Onsite

About The Position

As one of the largest charitable community service organizations in Canada, the YMCA of the National Capital Region responds to critical social needs in the community and works to provide lasting solutions. Serving thousands of people across our region annually, we are a leader and valued partner in creating a vibrant and healthy community where everyone belongs and can reach their full potential. This position requires a commitment to the Y mission and core values of responsibility, honesty, caring, respect, and inclusion, which form the foundation of all Y programs and services. This job posting is for an existing vacancy. This is a full-time contract position until March 31, 2027. Are you looking to use your skills and unique gifts to make a real difference in your community? The YMCA of the National Capital Region is a great workplace committed to diversity, equity, and inclusion, where different backgrounds, experiences, and identities are appreciated and celebrated. The YMCA provides hundreds of employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. We recognize the contributions of our staff through innovative practices, great benefits, and growth opportunities. Whether you are starting out in your career or a seasoned professional, you will find many exciting opportunities to achieve your personal and career goals.

Requirements

• Post-secondary education in a related field
• Fluent in English and French, oral and written essential
• Experience working with newcomers or immigrants, or working in a multicultural environment
• Knowledge of immigrant settlement services and programs offered for newcomers to Canada
• Strong computer skills including MS Office suite, online research, data entry, social media
• Excellent organizational skills and detail-oriented
• Strong customer service skills
• Applicants must already have a valid permit to work in Canada.
• Criminal Reference Check for the Vulnerable Sector, not more than 6 months old is required.
• Annually, staff must complete the mandatory training for the protection of Children & Youth and submit the certificate of completion.

Nice To Haves

• Other languages are a strong asset

Responsibilities

• Provide clients with accurate information and appropriate referrals on matters related to employment, trades, immigration, settlement, and community resources on a drop-in basis.
• Perform duties of needs assessment and orientation; determining the needs of Newcomers and referring them to internal and/or external programs to best assist them.
• Perform reception duties; answering phones and emails, triaging and directing clients to appropriate services/people.
• Perform administrative and data entry duties.
• Provide intake to EO and make proper referrals to other programs.
• Provide intake to LARC and make proper referrals to other programs.
• Support the Retention Specialist position in connecting with Stream C clients for any upcoming monitors.
• Collect documents such as pay stubs and other sensitive documents as per the program's deliverables and contractual obligations.
• Data entry in Case flow will also be required.
• Providing strong customer service by greeting participants in person and over the phone in a pleasant and friendly manner.
• Providing orientation and resources to new participants, highlighting services and programs offered in the centre.
• Assisting participants in the use of computers and other techniques to conduct information searches, online applications, resume tools, online training tools, etc.
• Assisting with administrative duties, including tracking statistics, filing, and ensuring all government forms completed by participants are fully completed and signed off.
• Providing the appropriate immigration forms using government guidelines and referring clients to the appropriate employment services and settlement agencies.
• Assisting with outreach to community agencies, sending out flyers and posters to distribution lists, participating in community events with other staff, and staffing booths at events.
• Assisting participants with their job search by accessing resources and tools needed to meet their employment goals.

Benefits

• Free YMCA gym membership
• Discounted Y program fees (including health & fitness programs, child care, and camps)
• Access to our YMCA Employee and Family Assistance Program (EFAP) including free, immediate, confidential assistance and counselling for you and your family members for mental and physical health, and financial advice, among other 12 suites of services
• Health and Dental Insurance
• Long-term Disability and Life Insurance
• Access to our Canadian YMCA Retirement Fund pension plan
• Up to 25 vacation days per year including two float days, and one birthday vacation
• Maternity leave benefits for up to 18 months

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree