ASI-Call Centre Operations - Program Service Coordinator

Accerta•Toronto, ON

2d•CA$53,870 - CA$60,700•Hybrid

About The Position

The Program Service Coordinator will interface with program applicants over the phone, by web chat and e-mail, responding to program general inquiries, and providing quality service and insight into the process.

Requirements

3-5 years of previous customer service/administrative experience
Familiarity with contact center environment and tools including live chat, web chat, phone, and online fax/mail
Understands how to deal with marginalized and vulnerable populations
Demonstrated proficiency using MS Office Suite (Word, Excel, Outlook, Teams)
Aptitude for database software
Completion of post-secondary education.
Advanced written and verbal communication skills with attention to detail.
Strong interpersonal skills to maintain good customer service
Ability to prioritize work under pressure
Exceptional organizational skills to work independently, and take initiative
Problem solving and analytical reasoning skills

Nice To Haves

Experience delivering services in the developmental services sector is an asset

Responsibilities

Provides help to program members and prospective members, in a contact center that operates from 8:30am to 5:00pm, using live-agent chat, web chat, and online fax/mail.
Ability to handle a high volume of incoming calls
Supports families throughout the entire registration and intake process
Follows an established process to facilitate consistent registration of eligible program applicants
Answers questions and provides information about the program application and applicant eligibility for services and program.
Uploads, tracks, saves, and updates applications, when required
Contributes to the verification of applications against internal and external databases
Assesses applicant needs and provides information regarding possible solutions

Benefits

Group Benefits: Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
Performance-based incentive programs: Opportunities to increase your earnings.
Growth Opportunities: in a company that promotes from within.
Volunteering: Time off to volunteer within our community
Hybrid Work Environment: working environment with a laptop and two monitors.
Home Office Stipend: A one-time payment of $750 included in the employee's first paycheck.
Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
Member Assistance Program: Includes Employee Assistance Program services.
Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval.
Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.